{"id":3420377,"url":"https://alion.io/job/newtonx-support-engineer-it","title":"Support Engineer, IT","company":{"id":3688,"name":"NewtonX","domain":"newtonx.com","url":"https://alion.io/company/newtonx","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":62000,"max_usd":158000,"period":"year","method":"role_country_seniority_unknown","sample_n":2276},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Claude","optional":false},{"name":"Cloudflare","optional":false},{"name":"Google Workspace","optional":false},{"name":"Least Privilege","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Okta","optional":false},{"name":"SharePoint","optional":false},{"name":"Slack","optional":false},{"name":"SOC 2","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Zero Trust","optional":false},{"name":"PowerShell","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-10-28T20:06:01Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-03T03:37:38Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"About NewtonX\nNewtonX is a B2B insights company trusted by the world's most innovative companies to make high-stakes decisions with confidence. We combine a verified network of business professionals with AI-powered research tools to deliver research intelligence faster, more precise, and more defensible than traditional methods.\nOur clients include Google, Microsoft, TikTok, DoorDash, Stripe, and Coinbase. Our research has been cited by Fortune, Forbes, TechCrunch, Adweek, and the Wall Street Journal.\nNewtonX has raised $47M from investors including Two Sigma Ventures, Third Prime, XFund, and Citi Ventures.\nAbout the role\nNewtonX is hiring a Support Engineer to run day-to-day IT support for a security-conscious, SOC 2-compliant company. You will own the IT Support queue in Zendesk, resolve identity, access and device issues quickly, and keep our New York office running as the onsite point of contact for desktop and AV.\nMost of the work is remote: access requests, SSO and MFA problems, password-manager recovery, and laptop lifecycle. The rest is hands-on in New York: Windows and Mac troubleshooting, conference room AV, and office network issues.\nResponsibilities\nTicket queue: Triage, prioritize and resolve requests in Zendesk, including urgent project-blocking tickets, within SLA. Keep ticket tags, notes and resolutions clean and accurate.\n\nPhone support: While most requests are submitted via the online helpdesk, some urgent requests require phone support.\n\nIdentity and access: Resolve Okta sign-in, MFA and device-registration problems, password and lockout resets, and 1Password account recovery. Support Cloudflare Zero Trust and WARP enrollment.\n\nSaaS access: Provision and troubleshoot access to Google Workspace, Microsoft 365 and SharePoint, Slack, Quickbase, and AI tools such as Claude, following least-privilege and approval workflows.\n\nEndpoint lifecycle: Set up, enroll and retire laptops through Rippling MDM, handle new-hire and replacement hardware, RAM and peripheral requests, and keep device inventory current.\n\nSecurity triage: Take first-line reports of phishing, suspicious files and possible compromised devices, contain them per runbook, and escalate to the IT and Security Administrator.\n\nEmail and workspace admin: Handle shared mailboxes, mailing lists, signatures, calendar and mail-routing issues, and offboarding tasks.\n\nDocumentation: Write and maintain knowledge-base articles and runbooks for recurring issues; flag patterns that should be automated.\n\nOnsite support in New York\nDesktop troubleshooting: Diagnose and fix hardware, OS, update, boot, lockout and performance problems on Windows 11 and macOS laptops and desktops; reimage or replace devices when needed.\n\nAV and conference rooms: configuring and troubleshooting displays, projectors, cameras, microphones, speakers, docking stations and video-conferencing systems (Google Meet and Microsoft Teams). Run room checks and respond to meeting-time failures.\n\nPeripherals: Set up monitors, headsets, webcams, printers and shared devices.\n\nOffice network: Troubleshoot in-office Wi-Fi drops and connectivity, and work with the ISP or network vendor on access points, switches and cabling.\n\nOnsite presence: Serve as the in-person IT contact: new-hire equipment ordering/handoff, walk-up support, and hardware receiving and storage.\n\nMeeting and event support: Prepare rooms and equipment for client calls, all-hands and events.\n\nRequirements\n2+ years in IT support, help desk or desktop support, ideally at a SaaS-heavy company.\n\nHands-on troubleshooting of both Windows 11 and macOS, including MDM-managed devices.\n\nWorking knowledge of an identity provider (Okta preferred), MFA, and SSO troubleshooting.\n\nExperience administering Google Workspace and Microsoft 365 at a user-support level.\n\nPractical AV and conference room experience: displays, cameras, microphones, video-conferencing platforms.\n\nComfort with ticketing systems (Zendesk preferred), clear written communication, and calm handling of urgent, project-blocking requests.\n\nAbility to be onsite in New York and to lift and move standard IT equipment.\n\nRespect for security and compliance practice: least privilege, data handling and careful treatment of employee information.\n\nNice to have\nExperience with Cloudflare Zero Trust, an enterprise browser such as Island, or a password manager rollout (1Password).\n\nFamiliarity with Rippling or another MDM, and with SOC 2 evidence collection (Secureframe or similar).\n\nScripting (PowerShell, Bash or Python) to automate repetitive fixes.\n\nCertifications such as CompTIA A+ or Network+, Okta Certified Professional, or Apple/Microsoft endpoint certifications.\n\nNewtonX is proud to be an equal opportunity workplace. 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