IT Support Specialist

Who we are at Osmo:

Osmo is a digital olfaction company, on a mission to give computers a sense of smell to improve the health and wellbeing of human life. Why? Our sense of smell both enriches and saves lives, and has a deep and direct connection to our emotions and memory.

Olfactory Intelligence has applications across industries including fragrance, manufacturing, security, medicine, and more. We believe in the power of automation and thoughtfully applied AI/ML to solve problems beyond the reach of human intuition alone. Osmo is headquartered in New York, NY, with a new facility in New Jersey, and offices in Somerville, MA.

Why this role

Osmo is scaling rapidly and needs a strong, service-oriented IT Support Specialist to help run day-to-day workplace technology operations. This role is ideal for someone who enjoys hands-on problem solving, keeping systems organized, and delivering a great employee support experience.

Working closely with the Head of IT, this person will serve as a primary owner of ticket intake and resolution, endpoint setup and logistics, onboarding/offboarding support, and general business IT operations. This is a high-impact individual contributor role for someone who is dependable, detail-oriented, and motivated to improve how IT support is delivered across the company.

Role summary

You will support the day-to-day execution of Osmo’s workplace IT operations. You’ll be responsible for employee support requests, device preparation and lifecycle coordination, access administration, office and remote support, and maintaining accurate documentation and inventory. You will help ensure that tickets move quickly, employees have what they need to work effectively, and IT operations run in a consistent, organized, and scalable way.

This role is primarily tactical and execution-oriented, with opportunities to grow into larger systems, security, and project ownership over time.

Core responsibilities

Employee IT support

• Serve as a frontline point of contact for employee IT issues across hardware, software, access, and collaboration tools

• Triage, prioritize, and resolve tickets in a timely manner, escalating more complex issues to the Head of IT or external partners when appropriate

• Deliver a high-quality employee support experience with clear communication, follow-through, and strong service orientation

• Help maintain ticket queues, response times, and resolution quality in line with team SLAs

Endpoint and asset operations

• Prepare, configure, deploy, recover, and refresh laptops and other employee devices

• Support endpoint setup using MDM and standard device configuration processes

• Track asset assignments, inventory status, repairs, replacements, and returns

• Maintain accurate records of hardware inventory, ownership, and lifecycle status

Onboarding and offboarding

• Execute onboarding and offboarding workflows for employees, including device provisioning, account setup, access changes, and equipment return coordination

• Partner with People, Finance, and hiring managers to ensure employees are ready on day one and exits are handled securely and cleanly

• Build documented checklists and help improve them over time

Access and systems administration

• Support day-to-day administration of identity and collaboration platforms such as Google Workspace, Slack, Zoom, Atlassian, and related SaaS tools

• Provision and deprovision user accounts and group access based on approved workflows

• Help maintain strong access hygiene through accurate execution and documentation

• Assist with periodic access reviews, user audits, and other operational controls

Office and operational support

• Provide support for conference room technology, printers, shared devices, Wi-Fi troubleshooting, and general office IT readiness

• Coordinate device shipping, receiving, and logistics for remote and onsite employees

• Work with vendors or outsourced support partners on routine operational issues as directed

Documentation and process improvement

• Keep support documentation, onboarding/offboarding checklists, and knowledge base articles up to date

• Identify recurring support issues and recommend practical improvements to processes, tooling, or training

• Help create more repeatable and scalable support workflows as the company grows

Required qualifications

• 3+ years of experience in IT support, help desk, workplace technology, or internal business systems support

• Experience supporting employees in a structured ticketing environment

• Hands-on experience with laptop setup, troubleshooting, and basic endpoint support

• Familiarity with macOS support; Windows support is a plus

• Experience with common business tools such as Google Workspace, Slack, Zoom, Jira or similar ticketing platforms

• Strong organizational skills and attention to detail

• Clear written and verbal communication skills

• Strong customer-service mindset and ability to stay calm, responsive, and practical under pressure

• Ability to manage multiple small-to-medium tasks reliably and follow through to completion

Preferred / nice-to-have

• Exposure to MDM and identity tools such as Jamf, Kandji, Intune, Okta, or similar platforms

• Experience in a start-up or high-growth environment

• Experience supporting both onsite and remote employees

• Familiarity with asset inventory management and employee lifecycle operations

• Exposure to security best practices such as MFA, patching, least privilege, and endpoint hygiene

• Familiarity with Notion, Atlassian, or modern ticketing and knowledge-base tools

Behavioral qualities we need

• High reliability and ownership for day-to-day execution

• Strong attention to detail, especially in documentation, access changes, and inventory tracking

• Service-oriented and helpful, with a bias toward solving problems quickly and thoroughly

• Good judgment about when to resolve independently and when to escalate

• Process-minded and motivated to make repetitive work more efficient and consistent

Base Salary: $82k-$90k

If this role inspires you we’d encourage you to apply. We are committed to recruiting, developing, and retaining an incredible team optimized for a diversity of thought, background, and approaches.

For all Full-Time Employees, compensation is just one component of Osmo’s total rewards approach, which is designed to support the well-being, growth, and long-term success of our team members. Depending on the role, this may include base salary or contract-based pay, along with access to health, dental, and vision coverage; a 401(k) retirement savings plan with company match; flexible paid time off and company holidays; and equity or incentive compensation for eligible roles. Actual compensation will vary based on factors such as experience, skills, location, internal equity, and other relevant business considerations. Osmo regularly reviews pay ranges and compensation structures to ensure they remain competitive, equitable, and aligned with current market data. All employment decisions and responsibilities are determined based on current ability and your ability to grow, without regard to race, color, gender identity, sex, sexual orientation, religion, age, marital status, physical, mental, or sensory disability, or any other characteristic protected by applicable law.

Recruitment & Staffing Agencies: Osmo does not accept unsolicited resumes from any source other than candidates. The submission of unsolicited resumes by recruitment or staffing agencies to Osmo or its employees is strictly prohibited unless contacted directly by the Osmo Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of Osmo and Osmo will not owe any referral or other fees with respect thereto.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire