Role description
IT Support Specialist
Tessera LabsIT Support Specialist
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.