IT Support Specialist

Paths Management is a full-scale, vertically integrated affordable housing developer, builder, and operator. Since 2004, the Paths team has been on a journey of growth, creating and preserving high-quality, affordable housing across the U.S. With over 16,000 units across 13 states under management and more than 600 employees, Paths manages a suite of capabilities spanning the entire property life cycle, including development, construction, property management, maintenance, and security.

Summary/Objective: The IT Support Specialist provides responsive frontline technology support for employees through phone, ticket, remote, and in-person channels. Operating above a basic entry-level help desk function, the role resolves a broad range of Tier 1 and selected Tier 2 issues, owns tickets through resolution or effective escalation, supports corporate office technology, and assists with employee lifecycle and device activities. Two IT Support Specialists provide mutual daily coverage and work closely with the End User Technology Specialist to maintain continuity during absences, onboarding surges, and peak demand.

Classification: Non-Exempt
Location: New York, NY 10022
Hybrid Schedule: Three (3) days in office and Two (2) days remote

Essential functions/Responsibilities: duties include but are not limited to the following:

Service Desk & User Support

• Serve as a primary point of contact for technology support through phone, ticket, remote-support, email, and walk-up channels.
• Troubleshoot and resolve Tier 1 and selected Tier 2 issues involving Windows computers, Microsoft 365 applications, printers, peripherals, mobile devices, connectivity, collaboration tools, and approved business applications.
• Provide responsive on-site support for the corporate office, including conference rooms, meeting technology, workstations, equipment swaps, and user-impacting incidents.
• Own assigned tickets through resolution, documentation, user communication, validation, and closure; escalate effectively when specialist-level support is required.
• Prioritize work based on impact, urgency, service expectations, and business needs while maintaining professional and clear user communication.
• Identify recurring issues and contribute to root-cause analysis, knowledge articles, self-service guidance, and support-process improvements.

Employee Lifecycle & Device Support

• Assist the End User Technology Specialist with employee onboarding and offboarding activities, including account readiness, equipment staging, deployment, recovery, and checklist completion.
• Configure, deploy, replace, and support company laptops, desktops, mobile phones, peripherals, and approved accessories using established standards and procedures.
• Perform approved basic user-administration tasks such as user-account creation, license assignment, group or application access requests, password assistance, and standard permission changes.
• Maintain accurate asset, assignment, inventory, loaner, shipping, recovery, and disposal records.
• Support device refreshes, office moves, transition activities, application rollouts, and other department projects as assigned.

Coverage, Escalation & Collaboration

• Provide mutual coverage with the other IT Support Specialist across phone, ticket, walk-up, and corporate-office support responsibilities.
• Provide reciprocal coverage with the End User Technology Specialist for routine onboarding, offboarding, device deployment, and end-user operations.
• Escalate Microsoft 365, endpoint-management, identity, SaaS, network, security, and infrastructure issues to the appropriate specialist with complete troubleshooting notes and business-impact context.
• Coordinate field-service requests with All IT and other approved providers when hands-on support is required outside the corporate office.
• Follow established security, privacy, documentation, change, approval, and access-control procedures.
• Participate in cross-training, knowledge transfer, team meetings, and continuous-improvement initiatives.

Requirements:

• Bachelor?s degree in Information Technology, Computer Science, Business, or a related field preferred; equivalent experience will be considered.
• Seven or more years of progressive information technology experience, including at least two years of people-management or team-lead responsibility.
• Demonstrated experience managing IT operations, service desk functions, escalations, service metrics, and support processes.
• Demonstrated project-management experience involving infrastructure deployments, office or property openings, migrations, acquisitions, dispositions, or comparable transitions.
• Broad hands-on experience across Microsoft 365, Entra ID, Intune, Exchange Online, Windows endpoints, networking, firewalls, VPNs, and monitoring tools.
• Ability to work collaboratively with specialist roles and provide credible technical redundancy across digital workplace and network functions.
• Strong vendor-management, stakeholder-communication, documentation, prioritization, and problem-solving skills.
• Ability to manage competing priorities, lead through service disruptions, maintain continuity during leadership absences, and recognize when decisions require executive escalation.
• Preferred certifications include ITIL Foundation, Microsoft 365 or Azure certifications, Network , Security , CCNA, PMP, or comparable credentials.

Documentation & Service Quality

• Maintain complete and accurate ticket notes, troubleshooting steps, resolution details, equipment records, and user communications.
• Create and update user guides, standard operating procedures, checklists, and knowledge-base articles.
• Meet established service expectations for responsiveness, ownership, communication, documentation, and customer service.
• Safeguard company information, credentials, devices, and systems and promptly report suspected security incidents.

Requirements:

• Two or more years of experience in help desk, service desk, desktop support, technical support, or a comparable end-user technology role preferred.
• Working knowledge of Windows 10/11, Microsoft 365 applications, basic Entra ID or Active Directory administration, printers, mobile devices, conferencing technology, and common business applications.
• Experience using a ticketing system and remote-support tools, with demonstrated ownership of issues through resolution or escalation.
• Ability to perform structured troubleshooting across hardware, software, account, access, network-connectivity, and peripheral issues.
• Strong customer-service orientation, written and verbal communication skills, attention to detail, and ability to explain technical information clearly.
• Ability to manage competing priorities, remain effective during high-volume periods, and work both independently and collaboratively.
• Ability to handle company equipment and perform routine physical activities associated with device deployment, workstation setup, packing, and inventory.
• Associate degree, technical training, or equivalent experience preferred. CompTIA A , Network , Microsoft Fundamentals, or comparable certifications are preferred but not required.

Salary Range: $70,000 - $78,000

Benefits:

• Medical Insurance: 100% of medical benefits paid for employees only
• Voluntary dental and vision plan options
• Bonus eligible
• 401(K) available plus company match
• Flexible Paid Time Off
• 12 Paid Company Holidays
• FSA, Dependent Care, and Commuter Benefits
• Voluntary short-term disability, long-term disability, life insurance, dependent coverage
• Voluntary accident insurance, critical Illness insurance, and hospital indemnity Insurance
• Company paid Executive Whole Life Insurance coverage
• Employee Referral Program
• Employee Assistant Program (EAP)