IT Operations Specialist

We are looking for an enthusiastic and results-driven Lead IT Associate to join our IT team. In this role, you will be responsible for delivering an exceptional IT experience for our North America-based Roomies. You will be the eyes and ears of our team, providing end users with the support and solutions they need to achieve their goals. You will also help improve our IT processes and enhance the overall end user experience as we scale. 

This role reports to our Senior Manager of IT.

Onboarding and Offboarding

• Execute on our technology onboarding process for new hires (full-time employees and contractors), ensuring they have what they need to be successful; this includes hardware and software

• Execute on our technology offboarding process, ensuring assets are returned and access is appropriately revoked in a timely manner

• Support our birthright process (Role Based Access Controls - RBAC), helping new hires gain access to systems they require on the first day while maintaining least privilege principles

• Manage the procurement of our hardware supply chain, this includes but not limited to working with our international partners 

Ongoing IT Support

• Be the primary first point of contact for anyone seeking technical assistance supporting a hybrid workforce (remote and in-person)

• Evaluate and resolve day-to-day general IT support tickets, troubleshooting, access management and problem escalation

• Identify the appropriate team to dispatch solution requests in order to meet our department SLA’s 

• Build and maintain Self Help portal and FAQs to reduce IT touchpoints and empower end users to effectively self-sere with these resources

• Develop and design improvements to our IT support workflows that will help streamline processes and improve efficiencies of our Help Desk 

Onsite IT Support/Asset Management

• Own and manage IT assets across the organization using Snipe-IT and ensure accurate reporting and data (i.e., inventory, cost, invoices)

• Organize, store and manage IT inventory including wiping devices, hardware disposal and repurposing used devices

• Maintain our on-site IT operations including networking, audio/visual, hardware troubleshooting, physical security and other onsite related responsibilities 

Data and Metrics

• Maintain IT operational metrics to measure and report on team performance (i.e., CSAT, FRT etc.)

• Support the Information Security Office in maintaining compliance with industry security and compliance standards (e.g. SOC 2, PCI, ISO27001, GDPR etc.)

• Bachelor's degree in a Computer Science, Engineering, MIS, IT or related discipline or equivalent experience

• 3+ years of experience in an IT Support or IT Operations role, preferably at a fast-growing technology startup

• Highly organized and proactive individual with the ability to multitask effectively and think critically

• Ability to be onsite in our New York office a minimum of 2+ days a week and have experience working with colleagues across time zones (GMT-4, GMT+1, GMT+10)

• Strong experience in an IT support role working with Apple hardware (i.e., MacOS, iOS, Apple Hardware) and cloud-based SaaS technologies (i.e., Okta, Google Workspaces, Zoom, Kandji,JAMF, BambooHR etc.) 

• System administration experience with key corporate technologies preferred including Kandji, Intune, Okta, Google Workspaces, JIRA, Zendesk, SnipeIT and other common corporate applications   

• Experience with bash scripting, python, APIs and Okta Workflows is a plus

• Strong verbal and written communication skills; able to communicate with technical and non-technical audiences.

• Highly detail oriented and strong project management skills

• Problem solver, looking to make a meaningful difference

• Customer-driven and employee-facing mindset

• Passion for learning new things and solving complex problems

• A fresh start with a flexible and independent working schedule: SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax and recharge before starting their journey with us. You’ll also have access to unlimited paid time off, including tenure-based PTO minimums, paid parental leave, and the option to work anywhere at any time.
• Fair and equitable compensation: Our compensation packages are competitive based on external market data. At SevenRooms, you can expect fair pay for your hard work and dedication to helping us transform the hospitality industry. In addition, we also offer equity in our growing organization.
  • The salary range for this role is $80,000-$90,000. This is the range SevenRooms in good faith believes is the range of possible compensation for this role at the time of the posting. This range is only applicable for jobs to be performed remotely in any US state. Base pay offered may vary depending on, but not limited to education, experience, skills, geographic location, travel requirements, sales or revenue-based metrics, and business needs. This range may be modified in the future. This job is also bonus eligible. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable.
• Comprehensive benefits package: We offer a full slate of benefits for our employees and their families: comprehensive medical, dental, and vision benefits, commuter benefits, gym reimbursement, 401K plan, and unique wellness offerings that include One Medical, Spring Health, Carrot, and Headspace.  
• Employee programs and recognition: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You’ll receive an additional quarterly dining credit to use towards SevenRooms clients and a unique milestone reward for every year you’re a part of our team.
• Opportunities for training and professional development: Your manager will partner with you on establishing quarterly objectives that not only benefit the company but aid in your overall career development and advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs.