What are the responsibilities and job description for the Senior IT Support Specialist position at ADDA?
Location
Hybrid – Local to NYC (ability to travel onsite to client locations as needed)
Salary Range
$65,000–$80,000
Department: Service Desk
Reports To: Service Desk Manager
About the Company
ADDA is partnering with a fast-growing, high-performing IT Managed Service Provider (MSP) serving clients across diverse industries. The organization is known for exceptional client service, a collaborative team culture, and a modern, non-tiered support model where team members are trusted to own problems end-to-end.
We’re looking for a Senior IT Support Specialist who leads with customer service, thinks holistically about systems, and enjoys solving complex problems while building strong client relationships.
The Role
As a Senior IT Support Specialist, you’ll be a primary point of contact for clients, responsible for resolving advanced technical issues, driving long-term fixes, and improving how support is delivered. This is not a call-center or ticket-churn role.
You’ll work across multiple client environments, communicate directly with stakeholders, and take ownership from initial request through resolution and follow-up. Success in this role requires both strong technical capability and excellent customer-facing judgment.
What You’ll Do
- Serve as a trusted, client-facing technical resource for escalated and complex support needs
- Diagnose and resolve issues across Windows, macOS, Linux, Microsoft 365, Google Workspace, and mixed cloud/on-prem environments
- Own issues end-to-end including investigation, resolution, documentation, and client communication
- Support networking components such as firewalls, switches, VPNs, VLANs, DNS/DHCP, Wi-Fi, and routing
- Partner with teammates in a non-tiered support structure that values collaboration and shared ownership
- Participate in client projects including migrations, deployments, security initiatives, and system upgrades
- Identify recurring issues and recommend automation, tooling improvements, or process changes
- Maintain clear, accurate documentation and contribute to internal knowledge resources
- Provide onsite support to NYC-area clients as needed
Technology You’ll Work With
Experience with all tools is not required. Exposure to several is strongly preferred.
Cloud & Productivity
- Microsoft 365, Azure AD, Intune
- Google Workspace
Systems
- Windows Server, Active Directory, Group Policy
- macOS with MDM solutions such as Jamf or Mosyle
Networking & Security
- Meraki, Fortinet, SonicWall
- VLANs, VPNs, Wi-Fi administration
- Endpoint security and EDR tools
MSP Tooling
- RMM platforms such as NinjaOne or Datto RMM
- PSA tools including ConnectWise or Autotask
- Backup platforms like Datto or Veeam
What We’re Looking For
- 2–5 years of experience in an MSP or fast-paced, multi-client IT support environment
- Strong troubleshooting skills across systems, networking, cloud services, and security fundamentals
- Customer-first mindset with the ability to communicate clearly and calmly with non-technical users
- Comfort diagnosing unfamiliar technologies through logic, research, and experimentation
- High ownership mentality — you don’t pass problems along, you solve them
- Proactive approach to improving processes, documentation, and tooling
- Desire to keep learning and expanding technical depth
- Certifications (Microsoft, Cisco, CompTIA, etc.) are a plus but not required
Why You’ll Love Working Here
- Customer-focused support culture: Technical excellence paired with real client relationships
- Non-tiered team structure: Ownership, autonomy, and accountability without rigid escalation paths
- Variety and growth: Exposure to diverse environments that rapidly build skills
- Impact-driven work: Your ideas for efficiency, automation, and improvement are encouraged and implemented
- Supportive culture: Curious, collaborative teammates who value quality work and mutual respect
Salary : $65,000 - $80,000