IT Support Associate

About the Role

CAIS is seeking an IT Support Associate to join our Corporate IT team in New York.

The IT Support Associate provides hands-on desktop and onsite support across our New York office, helps administer our Microsoft 365 and endpoint management environment, and drives adoption of AI tools (including Claude and Copilot) across the business. This is an entry-level, individual-contributor role reporting to our IT Support Engineer, designed for someone who doesn't just close tickets but asks why they keep happening. You will turn one-off fixes into repeatable solutions through documentation, automation, and better processes, and you will grow into broader infrastructure and systems responsibilities.

Responsibilities

• Provide hands-on desktop, onsite, and deskside technical support for our New York office, including hardware setup, troubleshooting, and incident resolution. Resolve issues at the root cause where possible, not just the symptom.
• Analyze ticket trends to spot recurring issues, then propose and implement lasting solutions such as knowledge-base articles, configuration changes, automation, or process improvements.
• Support day-to-day administration of our Microsoft 365 environment, including Entra ID, Intune device management, and Conditional Access. Understand how identity, device, and access policies interact, and assess the downstream impact of changes before making them.
• Own the new-hire onboarding and employee offboarding process end to end. Map it, identify friction and risk points, and improve or automate it, from account provisioning and access to equipment deployment and recovery. Keep documentation audit-ready.
• Use AI tools (Claude, Copilot, ChatGPT) daily to automate routine support tasks, draft documentation, and build internal runbooks, using approved tools and sound judgment about the data you share with them.
• Partner with our IT Support Engineer to pilot and roll out AI-enabled workflows to the broader non-technical workforce, including training and how-to documentation. Gather feedback and track adoption.
• Support conference room A/V, meeting technology, and other in-office technical needs, working toward standardized room configurations and clear troubleshooting guides.
• Escalate and track issues through resolution, maintaining clear documentation in our ticketing system and communicating impact and options to stakeholders.

Qualifications

• 1-3 years of experience in IT support, help desk, or desktop support.
• Working familiarity with Microsoft 365 and Windows and/or macOS environments; exposure to Intune or Entra ID is a plus.
• Genuine, hands-on experience using AI tools (Claude, ChatGPT, Copilot, or similar) to solve real problems, not just listed familiarity.
• Demonstrated systems thinking: examples of tracing a recurring problem to its cause, or building something that prevented it from happening again. Home labs, scripts, and process improvements all count.
• Strong written communication skills; you will write runbooks, how-to guides, and training material that others rely on.
• Strong customer-service orientation and communication skills; comfortable supporting employees at all levels, including executives.
• Good judgment and discretion when handling confidential information.
• Eagerness to learn, take initiative, and grow into broader IT infrastructure or support responsibilities.
• Based in or able to reliably commute to New York, NY on a hybrid in-office schedule.
• Exposure to scripting or workflow automation (PowerShell, Python, Power Automate, or similar) is a plus.
• Familiarity with access-control fundamentals, such as least privilege, MFA, and joiner/mover/leaver processes, is a plus.
• Prior experience in financial services or another regulated industry is a plus, but not required.

How You Work

• Curious: you ask why something broke, not just how to fix it.
• Solution-oriented: you look for the fix that prevents the next ticket, and you know when a quick patch is the right call.
• Accountable: you own outcomes and follow through.
• Clear communicator: you explain technical issues and trade-offs in plain language to non-technical colleagues.

What Success Looks Like

• Fewer repeat tickets for the most common recurring issues.
• A documented, partially automated onboarding and offboarding workflow.
• A library of runbooks and how-to guides the team and employees actually use.
• Growing, measurable adoption of AI tools across the business.

This is in an in person role based out of our midtown office.

CAIS is consistently recognized as a Best Place to Work, and our culture is at the heart of our success. We are committed to fostering an inclusive environment where employees can be their most authentic self and feel inspired and supported to bring their voice forward to drive community, growth, and innovation.

Pay and benefits

CAIS' compensation package includes a market competitive salary, a performance bonus, and exceptional benefits. If you are located in New York, New York, the base salary range for this role is $95,000 - $125,000. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location.

CAIS offers a comprehensive benefits package that includes generously subsidized healthcare, dental and vision insurance, an employer matched retirement plan, wellness programs, and generous PTO and parental leave.

We use technology, including AI tools, to support parts of our recruitment process such as application screening, interview scheduling, and candidate communications. These tools are used to improve efficiency and consistency, but they do not replace human judgement. All hiring decisions are made by people, and we are committed to fair and unbiased assessment of every candidate.