IT Support

• Serve as the first point of contact for IT support in person in NYC and remotely for other employees
• Own the FreshService help desk, establish Slack-based triage, create self-service documentation, troubleshoot macOS and Windows hardware and software, and track recurring issues
• Manage onboarding, offboarding, employee accounts, and application access through Rippling
• Partner with People Ops on the new-hire pipeline and device timing
• Purchase and provision laptops, monitors, and peripherals
• Maintain device inventory and office spare-hardware records
• Plan hardware needs against the hiring plan
• Maintain conference room technology across New York and Los Angeles, including daily room checks
• Support Zoom and Google Meet and standardize meeting rooms on one platform
• Maintain office networking and Wi-Fi with the network vendor
• Act as the on-site technology lead for the new NYC office
• Administer Google Workspace, Slack, Zoom, Notion, Microsoft 365, Asana, Linear, and GitHub
• Manage software licenses, monitor usage, and conduct regular access reviews
• Manage outsourced IT and other IT vendors, deciding what to handle internally and what to escalate
• Partner with the Security Platform team on device compliance, access reviews, and security awareness rollouts

IT Manager

• Serve as the primary point of contact for customer technical support requests via phone, email, and other support channels
• Troubleshoot software, hardware, installation, and configuration issues
• Resolve customer inquiries and provide guidance on product functionality, postal requirements, and best practices
• Document customer interactions, troubleshooting steps, and resolutions in the CRM system
• Escalate complex issues while maintaining ownership of the customer experience through resolution
• Collaborate with Engineering, Product Management, and Professional Services teams
• Monitor and respond to customer inquiries through community forums and other support channels
• Identify customer needs and recommend products, services, or solutions
• Submit product enhancement requests and defect reports based on customer feedback
• Create, update, and maintain knowledge base articles and internal documentation
• Develop and maintain knowledge of BCC Software products, services, and industry regulations
• Build positive customer relationships and contribute to customer satisfaction and retention
• Support changing business needs, customer priorities, and departmental workloads

Technical Support Specialist I

• Provide on-site support in the NYC office and remote support to employees across the organization
• Support Windows laptops, workstations, mobile devices, printers, meeting rooms, video-conferencing solutions, peripherals, and other end-user technologies
• Respond to end-user tickets and service requests in a timely, professional, and customer-focused manner
• Handle incidents and service requests through the IT ticketing system, ensuring tracking, documentation, and follow-up
• Manage user accounts, groups, permissions, and access in Microsoft Entra ID/Azure AD and Active Directory
• Support employee onboarding, role changes, and offboarding in line with internal policies and security requirements
• Install, configure, troubleshoot, and maintain end-user applications and technologies, including Microsoft Outlook, Teams, OneDrive, Microsoft Office, VoIP solutions, antivirus, and EDR tools
• Prepare, configure, manage, and hand over IT equipment to employees according to best practices and internal standards
• Utilize MSP tools for remote access, monitoring, and centralized endpoint management
• Escalate complex technical issues to infrastructure, security, or external vendor teams while maintaining ownership and communication with end users
• Create, maintain, and update technical documentation, user guides, internal playbooks, troubleshooting procedures, and knowledge base articles
• Ensure high end-user satisfaction through excellent communication, professionalism, ownership, and proactive service
• Participate in Internal IT meetings and contribute to continuous improvement of IT support processes
• Stay current with industry trends, technology updates, and IT support best practices

IT Support Specialist

• Provide assistance to pharmacies and internal servicing representatives with pharmacy issues
• Address and resolve issues regarding reimbursement and proper utilization of policies and procedures
• Coordinate resolutions to streamline processes through pharmacy education
• Achieve service levels of 75% (80% for Medicare calls)
• Increase pharmacist satisfaction rates
• Function as a pharmacy advocate
• Assist with entry of prior authorization
• Support pharmacy department projects and assignments
• Assist with training new pharmacy help desk representatives

Pharmacy Help Desk Representative

• Define and validate target architecture for Data Agents, including data access patterns, governance, security, and scalability
• Evaluate and design the semantic layer for Borrowers, Investors, Facilities, and Sponsors
• Define and govern cross-dataset relationships within the semantic layer to mitigate hallucination risk
• Partner with Enterprise Architecture to guide design and build of initial Phase 1 Data Agents
• Support planning for Phase 2, including Microsoft IQ, Graph capabilities, row-level security, and cross-domain orchestration
• Establish a trusted foundation for analytics and AI consumption
• Shape architecture strategy and execution with enterprise architecture stakeholders

Architect – Enterprise Application

• Design, build, and manage enterprise platforms and frameworks for Process Management, Case Management, and Work Management
• Design, develop, and support shared technology services leveraged by the enterprise
• Serve as a core member of an agile team driving the latest development practices
• Write code and unit tests, working with API specifications and automation
• Identify opportunities for adopting new technologies
• Design and deliver customer value capabilities for US and international markets
• Design foundational architecture powering web frameworks such as content management, search and navigation, and web authoring

Software Engineer II – JavaScript, Enterprise Architecture

• Provide responsive technical support through the ticket management system, including triaging, troubleshooting, resolving, and closing tickets independently when appropriate
• Troubleshoot network, connectivity, hardware, software, account access, and application issues
• Escalate complex matters to the Director of IT as needed
• Manage users and groups through Microsoft Active Directory, PowerShell, and Microsoft 365
• Set up, reassign, and decommission peripheral equipment and technology
• Maintain accurate technology and resource inventory records
• Assist remote users with accessing on-premise resources and resolving password and application issues
• Manage and update the organization's website in response to user requests or identified needs
• Communicate regularly with the Director of IT regarding tickets, system needs, recurring issues, and other technology concerns
• Participate in weekly supervision and use supervision for problem-solving and professional development

IT Support jobs in New York