Senior Information Technology Support Specialist

Job Title:Senior IT Support Specialist (Onsite- 5 days a week)Job Summary: We're seeking a Senior IT Help Desk Support for our New York Office to ensure compliance with our IT General Controls and provide crucial technical support. In this role, you'll be pivotal in maintaining the functionality and efficiency of our technological systems. You must possess knowledge of software, hardware, and networks, as you'll handle technical and administrative tasks requiring critical thinking and meticulous attention to detail. Strong communication and interpersonal skills are essential for effective end user support and collaboration with colleagues.The Senior IT Support Specialist will report directly to the VP of Technology and Operational Intelligence and will work closely with internal and external parties to ensure effective network/telecommunication operations.The ideal candidate will bring hands-on experience with PowerShell scripting and Microsoft 365 administration, along with a strong ability to troubleshoot, optimize systems, and support end users in a fast-paced environment.About Ground Up:Ground Up is a premier footwear manufacturer retaining an integrated portfolio of licensed and owned brands and has grown to be a leading supplier. The company’s unique capability to design and translate fashion trends offers a fresh perspective on licensed footwear. Ground Up was created with the vision of fulfilling the need for fun, innovative products for the true brand enthusiast. As our product entered the market, we found consumers wanting to express themselves and their fandom in new, creative ways. Consumers connect with us through our brand partnerships, giving them brands they love with a brand they now trust. Ground Up has become a recognizable brand for the whole family that stands for elevated fashion and fun.We aspire to have our teams embody our core valuesServicePeopleTeamworkOpportunityResultInnovationTrustKey Responsibilities:Technical Support: Provide first-level contact and problem resolution for users with hardware, software, and application issues.Ticket Management: Log all helpdesk interactions & resolutions using the ticketing system.User Assistance: Respond to requests for technical assistance via phone, email, or in person, ensuring excellent service delivery.Troubleshooting: Diagnose and resolve technical hardware and software issues.Escalation: Escalate unresolved issues to the appropriate IT support teams or senior personnel.Communication: Keep constant communication with the Operations team and keep them informed of outages.Documentation: Maintain & update knowledge base articles & technical documentation.Hardware Support: Set up and configure new desktops, laptops, peripherals, & mobile devices.Software Support: Install, configure, and troubleshoot software applications and operating systems.Monitoring: Monitor and respond to alerts from monitoring systems.Perform other duties as assigned by VP of Technology and Operational Intelligence.Qualifications & SkillsMinimum of 4-5 years of experience in IT supportComputer Science-related Certifications, Degrees or Internship experienceHands-on Active Directory experienceMicrosoft fileserver experienceSharePoint experiencePassword manager experience (BitWarden a plus)Familiarity with Network drives and Synology Backup devicesUbiquiti experience is a plusGUP PerksMedical, Dental, Vision, 401k plan & access to employee recognition programs.Paid vacation, holidays, Eternal Summer Fridays, birthdays off & more!Friendly, fun, creative& collaborative work environment.Ground Up International is an equal opportunity employer.