IT Support Specialist

The Opportunity:

We're looking for an Onsite IT Support Specialist to be the friendly, first line of IT support for our NY office. You'll own the day-to-day employee IT experience from a great day-one onboarding, to fast resolution of everyday support requests, to a smooth offboarding. You will also keep our hardware inventory accurate and our onsite spaces (desks, conference rooms, AV) ready to go.

Purpose:

• Make technology invisible. Every Cape employee — from their first hour on day one — should be able to do their best work on our privacy and national security mission without IT ever being the thing that slows them down.
• Turn hypergrowth into a smooth ride. Rapid hiring, new offices, and new tools arriving weekly could easily become chaos; this role exists to make scale feel effortless for the people living through it.
• Keep us fast and accountable. Speed can't come at the cost of trust — every device, access grant, and piece of hardware stays tracked, secure, and audit-ready as we grow into certifications like CMMC and SOC 2.

What You’ll Work on:

• Be the face of IT in our NY office. You’ll be the go-to for hands-on help today, and a key voice in designing the IT buildout of new spaces.
• Own IT onboarding through hypergrowth. You'll run a smooth day-one experience at a pace of multiple starts bi-weekly and make the process measurably better every cycle: automate provisioning, cut setup time, and raise the bar for what a first day feels like.
• Own Tier-1 resolution against SLA, then beat it. You'll work alongside our internal AI agent and build the automations and AI workflows that drive down resolve time and drive up customer satisfaction.
• Build our asset-management system from the ground up. You’ll own laptops, peripherals, and specialty hardware across two offices, international travelers, and remote employees — and make it audit-ready as we take on certifications like CMMC Level 2.
• Shape Cape's physical IT presence. You’ll be at the forefront of new offices, conference-room and AV tech, visitor systems with a mandate to bring in the best technology out there, not just keep the lights on.
• Live in ambiguity and learn fast. Our integration surface grows monthly — new vendors and tools arrive weekly, each needing evaluation, SSO/SCIM, device packaging, and documentation.

Requirements for the role:

• 2-3+ years of experience in IT support, particularly in a dynamic and evolving tech environment.
• Hands-on experience supporting Apple/macOS laptops and comfort across Windows and Linux where needed.
• Familiarity with mobile device management (Iru, Jamf, or similar).
• Experience working in a ticketing/helpdesk system, such as Jira Service Management, and working to SLAs.
• Demonstrated ability in setting up, troubleshooting, and maintaining conference room hardware and software.
• Comfort with Google Workspace and/or Microsoft 365 administration basics.
• Proven track record of effectively managing IT hardware procurement and inventory.
• Strong problem-solving skills and ability to provide timely resolution to hardware and software issues.
• Strong customer-service instincts, clear communication, and reliable follow-through.
• Eagerness to work on projects that have a real-world impact on privacy and national security.
• May require lifting or carrying desktop computers up to 25 lbs.

Compensation:

We offer competitive compensation that is geo-adjusted based on your location, along with meaningful equity so you share in the value you help create. Salary range for this role in New York, NY is $85,000-$105,000 depending on experience and interview performance.

Our benefits include:

• 401(k) match
• Unlimited PTO
• 100% coverage of medical, dental, and vision premiums for you and your dependents
• 12 weeks paid parental leave for all parents, with no waiting period
• Stipends for family-forming needs and gender-affirming care