About the job
Luminance is seeking a dedicated IT Support Engineer who thrives on providing exceptional support and has a passion for helping users navigate their technology challenges. This is a hands-on role ideal for someone who takes initiative, communicates effectively, and is committed to ensuring a seamless technology experience for all employees.
In this position, you will operate independently, addressing a variety of support requests and serving as a reliable IT contact throughout the organization.
Located in New York, with infrequent travel required across the US and Canada.
Key Responsibilities
- Serve as the primary liaison for end-user IT support, addressing hardware, software, and connectivity challenges
- Troubleshoot and resolve everyday IT issues, ensuring timely escalation and ownership until resolution
- Provide support for macOS environments, including setup, configuration, and troubleshooting of MacBooks
- Manage onboarding and offboarding processes, including device setup, access management, and asset tracking
- Oversee Microsoft Office 365 administration for users (accounts, permissions, licensing, security settings)
- Utilize MDM solutions like Jamf and/or Microsoft Intune for device management
- Identify and resolve networking issues, including Wi-Fi, internet connectivity, and firewall settings
- Maintain comprehensive IT documentation, FAQs, and knowledge base articles
- Proactively identify recurring issues and propose enhancements to tools, processes, and the user experience
- Collaborate with vendors and third-party providers to resolve support challenges as needed
- Provide on-site support at US and Canadian offices as required (rarely)