IT Support Specialist

Job Title: IT Support Specialist (Onsite role- 5 days in office)

Job Summary: We're seeking an IT Help Desk and Support Specialist 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, networks, and security, as you'll oversee 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 IT Support Specialist will report directly to the VP of Technology and Operational Intelligence and oversee our IT Help Desk and in office Technology.  The Specialist will work closely with colleagues in both New York and Dongguan, China to ensure effective account and device administration, network/telecommunication operations, and IT security.  The Specialist will also work with internal and 3rd party application development and support teams to resolve issues, improve efficiency, and streamline operations.    

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 values of:   

• Service 

• People 

• Teamwork 

• Opportunity 

• Result 

• Innovation 

• Trust 

Key Responsibilities: 

• Technical Support: Oversee and provide first-level contact and problem resolution for users with hardware, software, and application issues via phone, email, or in person, ensuring excellent service delivery.  

• Ticket Management: Oversee helpdesk tickets and escalations using our ZohoDesk ticketing system.  

• Hardware Support: Oversee and assist in setting up and configuring new desktops, laptops, peripherals, mobile devices and conference room technology.  

• Software Support: Install, configure, and troubleshoot software applications and operating systems.  

• Software Administration: Manage corporate software administration and licensing for Microsoft, Google, Adobe, Anthropic, and other enterprise software accounts.    

• Security: Assist in IT security assessments, oversee security training, and monitor security alerts.   

• 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.  

• Perform other duties as assigned by VP of Technology and Operational Intelligence  

Qualifications & Skills 

• Minimum of 1-3 years of experience in IT support  

• Computer Science-related Certifications, Degrees or Internship experience  

• Hands-on Microsoft Office 365 Administration (Intune, Entra, Exchange, Sharepoint) 

• Experience setting up and configuring hardware including PC’s, Mac’s, and AV technology 

• Mac MDM experience a plus 

• Experience with Microsoft Defender, Microsoft Sentinel, SentinelOne, KnowBe4, or other IT security platforms a plus.  

• Password manager experience (BitWarden a plus) 

• Familiarity with Network drives and Synology Backup devices 

GUP Perks 

• Medical, 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.