IT Support Specialist

Role summary

The IT Support Specialist plays a key role in managing and supporting the company's IT offices and internal network infrastructure. This role ensures reliable, secure, and user-centered technology services for Ridgeline employees, with dedicated ownership of the New York (in-person support) and Dublin (virtual support) offices. This role requires Level 3 IT support expertise, including using and improving AI bots so they give reliable responses and resolutions to IT issues. The role manages corporate accounts, devices, and office network services, and partners with Security and the rest of the IT Enterprise Workplace team.

As the regional IT lead, you'll make sure employees in New York and Dublin get the same fast, high-quality support as every other Ridgeline location. That covers on-site services, local vendor and ISP relationships, office AV and network health, and support coverage that bridges US and Dublin time zones.

AI and automation are a core part of this job. You'll spend a significant share of your time replacing manual, repetitive IT work with reliable automations, AI-assisted workflows, and agents. You'll own each one from idea through production and ongoing monitoring, to Ridgeline's security, privacy, and quality standards. The ideal candidate is a skilled troubleshooter and builder. 

What you'll do

Support & operations

• Provide advanced ITSM support and independently resolve complex issues, including software and license requests, endpoint device problems, identity and access failures, and network connectivity issues.
• Serve as the L3 escalation point.. Own root-cause analysis and post-incident write-ups for recurring or high-impact issues.
• Lead onboarding, offboarding, and account lifecycle management, including the automation behind them.
• Provide on-site support for security and physical entry/exit systems.
• Track your queue against the team's SLOs and surface issues with proposed fixes.

New York & Dublin regional ownership

• Serve as the primary IT owner for both offices, covering walk-up support, conference room and AV readiness, office network health, and executive and VIP support.
• Provide coverage across US Eastern and European time zones. Partner with the broader IT team on handoffs so regional tickets meet SLOs.
• Manage local vendors, ISPs, facilities partners, and hardware suppliers, including circuit installs, outages, repairs, and service contracts.
• Handle regional hardware logistics for US and EU employees: procurement, shipping, imaging, returns, customs, VAT, warranty and repair, and ISO/UK keyboard and power standards. Lead hardware refreshes and in-person onboarding, including day-one setup, badges, access, and orientation.
• Support office moves, build-outs, expansions, and events, including network, AV, and Zoom Rooms planning and installation.
• Help the manager oversee inventory, office IT supplies, and network hardware purchasing, and contribute to security awareness efforts.

Networking

• Resolve wired and wireless connectivity, DHCP, DNS, VLAN, and switch port issues, and manage access points, switches, and firewalls through cloud-managed platforms. Diagnose performance and reliability issues 
• Support secure network access, including 802.1X/RADIUS Wi-Fi authentication, guest segmentation, 

AI & automation

• Own a roadmap of automation and AI opportunities for IT. Prioritize the highest-volume, highest-effort manual work, and turn recurring tickets into automations and self-service content, including region-specific guides.
• Build and own automations (Python/Bash/JavaScript, APIs, webhooks) from problem definition through testing, rollout, documentation, and monitoring.
• Design and maintain AI-assisted workflows and agents, such as ticket triage and routing, self-service answers in Slack, access request handling, onboarding and offboarding orchestration, and after-hours cross-time-zone coverage.
• Use AI daily for triage, KB drafting, and automation script generation.
• Validate every AI output and automation for accuracy, security, privacy, and maintainability, applying least-privilege access, audit logging, and human-in-the-loop controls.
• Help measure and report impact (hours saved, ticket deflection, resolution time, SLOs). Document each workflow with runbooks and a named owner, and retire automations that aren't delivering value.
• Mentor teammates and champion practical AI adoption across IT.

What you bring

• 5+ years in IT operations, service desk, endpoint management,, with a track record of independent resolution at L3.
• Experience supporting multiple offices or regions, ideally across the US and Europe, with flexibility for occasional early or late coverage.
• Hands-on Mac administration and troubleshooting.
• Solid networking fundamentals: TCP/IP, subnetting, DNS, DHCP, NAT, VLANs, routing and switching basics, and enterprise Wi-Fi (802.11, 802.1X, RADIUS). 
• Working IAM knowledge (SSO, MFA, least privilege, RBAC, audit logging, joiner/mover/leaver), enough to identify issues with access permissions.
• A track record of building and running automations in production, including scripting (Python, Bash, or JavaScript), APIs, webhooks, JSON, auth, and integration debugging.
• Hands-on experience building AI-assisted workflows or agents in an IT or support context, with the judgment to catch where the model is wrong or unsafe.
• Strong root-cause analysis, ITSM fluency. 
• Sound judgment with credentials, access requests, and employee data.
• Clear communication of risk, tradeoffs, and business impact to technical and non-technical partners across regions.
• A serious interest in having fun at work.

Bonus

Jira Service Management/Automation, Confluence, Zoom Rooms, Cisco Meraki (including Dashboard alerts), Wireshark, low-code or agentic automation platforms (e.g., Workato, Zapier, n8n), LLM APIs and agent frameworks, and experience with EU hardware vendors or IT asset disposal providers. Certifications: Okta, Jamf, CompTIA Network+/Security+, or Cisco CCNA.

About Ridgeline

Ridgeline is the first front-to-back system of record for investment managers. Founded by visionary entrepreneur Dave Duffield (co-founder of both PeopleSoft and Workday), the company was created to modernize an industry held back by outdated, disconnected technology. Powered by a single, real-time data set and embedded AI, Ridgeline helps firms automate complexity, accelerate collaboration, and deliver tailored client experiences at scale, without added headcount or risk. Ridgeline is headquartered in Lake Tahoe, with offices in New York, Reno, and the Bay Area, and is recognized by Fast Company as a “Best Workplace for Innovators,” by Frost & Sullivan as a “Technology Innovation Leader,” and by The Software Report as a “Top 100 Software Company.”

Ridgeline is proud to be a community-minded, discrimination-free equal opportunity workplace.

Ridgeline processes the information you submit in connection with your application in accordance with the Ridgeline Applicant Privacy Statement. Please review the Ridgeline Applicant Privacy Statement in full to understand our privacy practices and contact us with any questions.

Compensation and Benefits

The typical starting salary range for new hires in this role is $104,000–$130,000. Final compensation amounts are determined by multiple factors, including candidate experience and expertise and may vary from the amount listed above.

As an employee at Ridgeline, you’ll have many opportunities for advancement in your career and can make a true impact on the product.

In addition to the base salary, Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement. We also offer rich benefits that reflect the kind of organization we want to be: one in which our employees feel valued and are inspired to bring their best selves to work. These include unlimited vacation, educational and wellness reimbursements, and $0 cost employee insurance plans. Please check out our Careers page for a more comprehensive overview of our perks and benefits.