IT Support Specialist

About the role

Tessera Labs * New York, NY (Hybrid) * Full-time

About the Role

Tessera Labs is hiring an IT Support Specialist to own day-to-day IT operations for the company. You'll be the go-to person for everything from laptop setup and account provisioning to Google Workspace administration, security hygiene, and keeping our offices' technology - including conference room and video conferencing systems - running smoothly. This is a hands-on, independent role: you'll be trusted to triage, prioritize, and resolve issues on your own, escalating only what genuinely needs it.

This is a hybrid role based out of our New York office, splitting time between in-office days (for hardware setup, hands-on troubleshooting, and conference room support) and remote work.

What You'll Do

• Serve as the primary point of contact for employee IT support: onboarding/offboarding, hardware provisioning, account setup, and day-to-day troubleshooting across laptops, mobile devices, and peripherals.
• Administer Google Workspace: manage users, groups, and organizational units; handle permissions and access requests; keep directory structure and group membership clean and auditable.
• Own endpoint management and basic security hygiene using JumpCloud and Google Endpoint Management (Google MDM) - patching, device compliance, policy enforcement, access reviews, and ensuring company devices meet security baselines.
• Support and maintain office technology, including Wi-Fi/network basics, printers, and conference room A/V and video conferencing hardware for Google Meet and Microsoft Teams (e.g., Logitech Rally Bar, Tap IP/Tap Scheduler) - diagnosing hardware pairing/connectivity issues and coordinating with vendors when needed.
• Manage the IT ticket queue: triage incoming requests, set priorities, and keep response times fast without letting things fall through the cracks.
• Evaluate, recommend, and help implement new tools and light automation (e.g., workflow automation for provisioning/deprovisioning) to reduce manual IT overhead.
• Maintain internal documentation: setup guides, troubleshooting runbooks, and an accurate inventory of hardware and software licenses.
• Coordinate with external vendors and MSPs on hardware procurement, warranty/RMA issues, and specialized support needs.

What We're Looking for

• 5+ years of hands-on IT support or systems administration experience, ideally at a company of similar size.
• Solid working knowledge of Google Workspace administration (users, groups, OUs, security settings).
• Experience with JumpCloud (or a comparable directory/identity platform) and Google Endpoint Management (Google MDM) for device provisioning, policy enforcement, and access control.
• Comfortable troubleshooting both software (accounts, permissions, SaaS tools) and hardware (laptops, peripherals, conference room A/V systems) issues independently.
• Basic understanding of networking fundamentals (Wi-Fi, subnets, VPN) sufficient to diagnose connectivity issues.
• Strong communication skills - you can explain technical issues clearly to non-technical coworkers and stay calm under pressure when something breaks during a live meeting.
• A self-starter mindset: comfortable owning ambiguous problems, researching a fix, and following through without heavy oversight.

Nice to Have

• Experience supporting Google Meet hardware or Microsoft Teams Rooms deployments, or with Logitech CollabOS devices (Rally Bar, Tap IP) specifically.
• Familiarity with workflow/automation tools (e.g., n8n, Zapier) for streamlining IT processes.
• Automation and scripting experience a big bonus.
• Prior experience at an early-stage or fast-growing startup.

Location: New York Metropolitan Area