Senior IT Helpdesk Specialist, East Coast

Juniper Square, Inc.

Job Overview

Location

USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior IT Helpdesk Specialist at Juniper Square, you will play a critical role in enabling seamless technology experiences for a distributed workforce across the U.S., Canada, India, Luxembourg, and England, directly supporting the company’s mission to digitize private markets and improve access to financial ecosystems through reliable, secure, and user-focused IT operations.
• You will serve as a trusted technical advisor and problem-solver, ensuring employees can work productively and securely by resolving complex hardware, software, and networking issues while upholding service-level agreements and contributing to a culture of proactive support and continuous improvement.
• Day-to-day responsibilities include monitoring and triaging IT support queues to troubleshoot and resolve user-reported issues spanning macOS, Windows, iOS, and Android devices; providing timely updates and adhering to SLAs; conducting remote support sessions; and escalating complex cases as needed.
• You will guide employees on IT best practices, including security protocols, software usage, and self-service fixes; develop and maintain clear documentation, FAQs, and knowledge base articles; and train users on new tools and procedures to reduce repeat incidents and empower self-sufficiency.
• You will manage the full lifecycle of IT assets, including installing, configuring, and decommissioning laptops, printers, and peripherals; tracking hardware and software inventory; coordinating procurement, repairs, and returns; and ensuring all systems are up-to-date and compliant with licensing requirements.
• You will support network connectivity troubleshooting for Wi-Fi and VPN issues; assist with onboarding and offboarding processes by setting up devices, accounts, and access permissions; participate in rotating on-call rotations for after-hours and weekend support; and contribute to IT projects and major incident response efforts, including evidence gathering, remediation, and employee communications.
• You will maintain IT security standards by reinforcing policies during support interactions, assisting with audits and compliance initiatives, monitoring software licenses, and ensuring adherence to MDM policies for Mac, Windows, and mobile device management.
• You will collaborate closely with a cohesive, values-driven IT team that prioritizes service excellence, innovation, and inclusivity, operating within a digitally enabled hybrid workplace that spans multiple global locations while fostering strong internal collaboration and knowledge sharing.
• In this role, you will deepen your expertise in enterprise IT service management, gain hands-on experience with modern MDM, ticketing (e.g., Jira), identity (Okta), and collaboration (Google Workspace, Slack, Zoom) platforms, and develop leadership potential through mentoring, process improvement, and project ownership—positioning you for advancement into IT operations, systems administration, or IT management roles within a fast-growing, mission-driven technology company.

🎯 Requirements

• Bachelor’s degree (technical field preferred but not required)
• 4+ years of IT technical experience in a service desk or helpdesk environment
• Strong knowledge of macOS, Windows, iOS, and Android operating systems
• Proficiency with Google Workspace, Okta, Atlassian (Jira), Slack, Zoom, MS Office, and telephony systems
• Experience troubleshooting computer hardware and MDM solutions for Mac, Windows, and mobile devices
• Familiarity with IT ticketing systems, remote access VPN troubleshooting, and network connectivity issues
• Understanding of IT security protocols, cloud-based services, and compliance requirements
• Excellent customer service, communication, and organizational skills with ability to explain technical concepts to non-technical users
• Flexibility and adaptability to thrive in a fast-paced, startup-like environment

🏖️ Benefits

• Health, dental, and vision coverage for employees and their families
• Life insurance, mental wellness coverage, and fertility/growing family support
• Flex Time Off in addition to company-paid holidays, plus paid family, medical, and bereavement leave
• Retirement saving plans, annual professional development stipend, and home office technology allowance
• Opportunity to work remotely with optional onsite presence 1–2 days per week for New York-based candidates
• Access to a values-driven, mission-focused organization dedicated to unlocking private market potential through technology

Skills & Technologies

iOS

Android

Senior

Remote

$92k-115k

Degree Required

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Juniper Square, Inc.

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About Juniper Square, Inc.

Juniper Square is a SaaS provider focused on investment-management software for the private funds industry. Founded in 2014 and headquartered in San Francisco, the platform streamlines fundraising, investor onboarding, capital calls, distributions, reporting, and compliance workflows for real estate, private equity, and venture capital managers. It integrates CRM, document management, e-signature, and analytics into a single cloud system to reduce manual processes and improve transparency. The company serves hundreds of fund sponsors managing tens of thousands of investors and billions in assets under administration.

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