Senior IT Support Specialist

About Gen:
Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. We're always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives. 
 
When you’re a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits & compensation packages.
 
Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs.  
 
If this sounds like you—Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow—join us!
 

About the Team:

The IT Organization enables business units at Gen Digital to improve operational excellence and deliver business value through secure, architecture-driven technology solutions.

About the Role:

The IT Support Specialist is a hands-on, on-site role supporting both NYC and NJ office locations. This position provides comprehensive endpoint, infrastructure, and data center support while delivering exceptional in-person and remote user experiences. The role requires deep technical expertise, operational discipline, and flexibility across locations and time zones.

What You Will Do in This Role:

End-User Support (On-Site & Remote Channels)

• Respond to and manage IT support requests across multiple channels (Slack, ticketing systems, in-person, and remote platforms).
• Deliver high-quality in-person and remote technical support across office and distributed environments.
• Troubleshoot complex hardware and software issues across Windows and Mac platforms.
• Perform remote troubleshooting and support for global users.
• Monitor remote support channels to ensure timely issue resolution.
• Document, update, and manage ticket lifecycle through resolution.

User Lifecycle Management

• Manage full user lifecycle processes, including onboarding, offboarding, and internal transfers.
• Provision and decommission user accounts, endpoints, and access rights.
• Configure and deploy Windows and Mac workstations for new hires.
• Perform workstation upgrades, refreshes, and hardware repairs.
• Coordinate and support IT equipment shipping and logistics for remote employees.

Video Conferencing & Collaboration Technology

• Provide Zoom Room and video conferencing support, including setup, troubleshooting, and ongoing maintenance.
• Ensure conference room AV systems operate reliably and are optimized for hybrid collaboration.
• Support meeting infrastructure during executive and high-visibility events as needed.

Infrastructure & Network Support

• Deliver infrastructure support, including networking and endpoint hardware troubleshooting.
• Diagnose and resolve network connectivity issues (wired and wireless).
• Support server environments and assist with basic server troubleshooting and maintenance.
• Collaborate with cross-functional and global infrastructure teams.

Data Center Operations (DC-Ops)

• Assist in managing office server rooms (MDF/IDF environments).
• Perform hands-on tasks including racking/un-racking equipment and installing patch cables.
• Provide physical tape library support within the data center environment.
• Support server hardware installations and basic server-level troubleshooting.
• Maintain data center operational standards and best practices.

Asset & Inventory Management

• Manage and audit IT asset inventory.
• Track equipment lifecycle and ensure proper documentation.
• Lead and coordinate e-waste and equipment donation initiatives.

Cross-Functional Collaboration

• Interact with IT leadership, including presenting project status and results.
• Work effectively across time zones and global teams.
• Demonstrate flexibility in supporting both NJ and NYC office locations as business needs require.

What You’ll Need to Be Successful

• Minimum 3+ years of experience as a Desktop Support Engineer or IT Support Technician.
• Experience with JAMF and/or Microsoft Intune for endpoint management.
• Advanced knowledge of Windows and macOS environments.
• Solid understanding of networking fundamentals and endpoint hardware.
• Experience supporting server environments and data center hardware.
• Hands-on experience with physical tape library support preferred.
• Proven infrastructure troubleshooting capability.
• Experience managing Zoom Rooms or enterprise video conferencing systems.
• Demonstrated ability to handle multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Effective interpersonal and collaboration skills.
• Adaptability and operational flexibility.
• Willingness to work across time zones and support two office locations (NJ/NYC)

#LI-AS1

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency. 

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.