About the Role As an IT Support Specialist, you will play a critical role in supporting the operations of all Latticians globally and proactively ensuring world-class functionality of Lattice's New York office. You will enable Latticians to work efficiently, effectively, and securely by assisting users with their technical needs, proactively identifying areas for efficiency and opportunity, and serving as the go-to technical resource for the company in the Eastern time zone. You'll work actively with our broad SaaS portfolio and endpoint management suite, including technologies such as Jamf, Okta, Slack, and a stack of hundreds of other SSO-integrated apps. Our ideal candidate is a self-starter and is naturally curious and interested in taking a vested level of ownership over the New York office. This is a hybrid role with 2-3 days on-site per week and may occasionally require additional in-office duties from time to time. What You Will Do
- Provide world-class support to all Latticians globally by actioning technical support tickets, helping them troubleshoot issues as they arise and providing tips and advice to help them do the best work of their career
- Proactively ensure the continuity and functionality of all of the technology in Lattice's New York office, including Zoom Rooms, printers, and access control systems (position will be on-site in the New York office at least three days per week)
- Facilitate, support, and help plan live events, serving as the on-site technician and producer in Lattice's New York location
- Administer Lattice's Okta Environment, including groups, rules, application assignments, and attribute mapping.
- Act as an authority on your domain expertise, combining expert-level proficiency with root-cause analysis and the ability to communicate clearly to translate business requirements into solutions
- Produce, maintain, and update knowledge base documentation, runbooks, and SOPs
- Work directly with business stakeholders, technical staff, and project teams to identify, document, analyze, design, test, and implement new systems or improvements to existing
- Perform occasional audits of enterprise systems, such as access to sensitive systems and elevated privileges ( least privilege )
- Perform other duties as assigned
What You Will Bring to the Table
- 2+ years of experience in an enterprise IT Support role
- Experience using and administering Okta, with an understanding of the mechanisms that determine how apps and attributes are assigned and mapped downstream
- Background and documented experience supporting a majority or total Mac computing environment
- Considerable knowledge of videoconferencing technologies and Zoom
- Extensive experience managing and solving user tickets, including escalations, and converting solutions into documentation, processes, and automations
- Fundamental understanding of basic network concepts and troubleshooting skills, DNS, IP, subnetting and DHCP
- Expertise managing enterprise applications (e.g., Slack / Google Workspace / Office 365 / Jira / Zoom / etc.)
- Highly collaborative background with experience mentoring more junior colleagues and teammates
- Excellent verbal and written communications skills
- Ability to learn quickly and use new complex technical concepts and resolve issues in a rapidly changing, uber-fast-paced environment
Bonus points:
- Familiar administering MDM solutions (JAMF/Kandji) for a Mac user environment
- Understanding of time-based access control and centralized SaaS Management solutions
- Relevant certifications (Okta, JAMF, Networking, Security, etc.)
- Experience with Security and Compliance concepts
- Advanced scripting and API knowledge
The estimated annual cash salary for this role is $92,500 - $105,000. This position is also eligible for incentive stock options, subject to the terms of Lattice's applicable plans. Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Workplace Amenities Stipend, Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund *Note on Pay Transparency: Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience. Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law. About Lattice Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning - and Lattice is building the tools to empower those people-centric companies. Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement - yielding stronger employee retention, performance, and impact to the bottom line . Since launching in 2016, we have grown to over 5,000+ customers globally, including brands like Slack, Robinhood, and Gusto. Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation. By clicking the Submit Application button below, you consent to Lattice processing your personal information for the purpose of assessing your candidacy for this position in accordance with Lattice's Job Applicant Privacy Policy.