IT Support Technician II

About the team

The Technical Operations team at Angi is dedicated to keeping our IT environment exceptional for all employees. Our team is dynamic, fast-paced, and thrives on collaboration. We are constantly pushing to improve and are looking for a motivated IT Support Technician II to help us do just that. If you're passionate about customer service and eager to grow in systems support and administration, we’d love to have you as part of our team. This role will be based in our New York office 3 to 5 days a week with some flexibility for work from home days based on team workload.

What you’ll do

As an IT Support Technician II, you’ll serve as a vital bridge between employees and high-level systems engineering, ensuring our employees have a seamless IT experience. You’ll troubleshoot and resolve hardware and software issues that require an advanced technical baseline. You may also be responsible for broader projects like endpoint management & remediation, networking issues, conference room management, site deployment & migrations, asset management, day to day shipping operations, and document creation. You will provide “white-glove” service to end-users and act as a steward to complete organizational directives. Your contribution will directly impact the efficiency and success of Angi’s workforce.

• Provide Tier 1 & 2 support deskside and remote support for endpoints of any type, with a heavy focus on Windows & Mac OS.
• Install, configure, and maintain laptops/desktops, remediating vulnerability concerns and ensuring assets are up to date with current software or infosec practices.
• Perform advanced troubleshooting of hardware, OS, drivers, network connectivity, VPN, SSO, and productivity tools (e.g., O365/Google, conferencing).
• Prepare and deploy devices using standard tools (e.g., Intune, Jamf, or future equivalent)
• Manage on-site inventory levels, ensuring stock availability for operations; coordinate with ITAM on shipping; and maintain deployment runbooks, reporting results and curating master sheets for import. Regular audits and providing tailored reports for organizational directives is expected
• Own lifecycle tasks: approved refreshes, one-off replacements, RMA/warranty, asset updates, and secure decommissioning/data sanitization for E-recycling.
• Contribute to knowledge base and SOPs; document root cause and permanent fixes for recurring issues. Cross training team members on new practices.
• Coordinate with engineering teams for escalations, changes, and incident response activities.
• Participating in guild activities is seen as an end goal in expanding responsibility with engineering teams.
• Support conference rooms and events: video conferencing, A/V setup, maintenance, and rapid incident triage during meetings.
• Collaborate with vendors for support and logistics needs.
• Meet or exceed SLAs for first response (1 hour) and resolution time(8 hours) for associated requests, based on urgency.
• Reduce repeat incidents via root-cause fixes and KB/SOP improvements; positive CSAT trend over time.
• Maintain on-time device deployments/refreshes with accurate asset records and minimal rework, measured via MTTR
• On-call rotation to address after-hours critical issues or where an employee is unable to work.
• Employee onboarding is a critical function in providing onboarding meetings and ensuring all basic access is issued to an account by the end of their first week.
• Travel to various locations for support activities, team events, and site buildouts.

Who you are

• 2+ years of experience in technical desktop/support roles with strong customer service focus; proven Tier 2 ownership and escalation handling.
• Strong inventory management practices and ability to organize data within a spreadsheet.
• Proficiency with Windows 11 and macOS administration and troubleshooting, endpoint security, drivers/firmware, and device management tooling (Jamf, Intune/Autopilot, Apple Business Manager, MDM utilities).
• Experience with ticketing/ITSM platforms, SLA adherence, and change/control processes (Freshservice, Jira, asset management, remote support, deployment/patching, monitoring/alerts, etc.).
• Proficiency in collaboration tools (Zoom/Google Meet, O365/Google Workspace, Slack, A/V control systems).
• Hands-on experience with networking fundamentals, VPN clients, and SSO/MFA troubleshooting.
• Proficient in Google Sheets or Excel.
• Strong organizational and inventory management skills.
• Ability to communicate effectively via email, Slack, and verbal instructions.
• Ability to stay calm and composed, especially when managing executive-level support or in high-pressure situations.
• Comfortable with occasional travel between sites and limited out-of-state travel for team activities.
• Nice to have: CompTIA A+/Network+, ACMT, Microsoft/Apple certs, ITIL Foundation, Jamf 200+, or equivalent experience.
• Physical Demands

We value diversity

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

Our hiring process may utilize artificial intelligence (AI) tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making.

Compensation & Benefits

• The salary band for this position ranges $67,000 - $80,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living. 
• This position will be eligible for a competitive year end performance bonus & equity package. 
• Full medical, dental, vision package to fit your needs 
• Flexible vacation policy; work hard and take time when you need it 
• Pet discount plans & retirement plan with company match (401K) 
• The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world

#LI-Hybrid