IT Specialist

Conviva is the experience analytics platform for AI agents, apps, and streaming. Conviva pioneered quality of experience measurement for streaming video and has supported live digital experiences across 20 Super Bowls, 10 Olympic Games, and five FIFA World Cup tournaments. With full-census, real-time, stateful analytics, Conviva shows what consumers actually experience, not just whether systems are running, and connects that experience to revenue, retention, and risk.

As an IT Specialist at Conviva, you will be the first point of contact for our Mac-first workforce, providing hands-on support that keeps everyone productive. Your day-to-day responsibilities will include resolving Tier 1 & Tier 2 support tickets, managing devices and assets, handling login and application access requests, and keeping our meeting rooms and All Hands space running smoothly. Working closely with employees will give you a clear view of where processes slow people down, and you will share those insights with our IT Engineers to automate them, so the team can stay focused on what matters. This role is based in our office five days a week.

WHAT YOU GET TO DO EVERY DAY

• Resolve Tier 1 and Tier 2 tickets for Mac and Windows laptops, Okta, Google Workspace, Slack, Jira and Confluence, application access, and Wi-Fi within SLAs
• Provide responsive, white-glove support to executives
• Handle onboarding and offboarding: device setup, Okta provisioning, and access removal
• Manage devices in Iru: enrollment, apps, profiles, FileVault, and lock or wipe requests
• Support endpoint security tools (CrowdStrike, Code42) and escalate incidents as needed
• Manage conference rooms, facility TVs, and the All Hands space, including AV setup and live meeting support
• Maintain hardware inventory and track software licenses and submit renewals
• Manage e-waste and device disposal per company policy
• Escalate complex issues to vendors or IT engineers
• Partner with IT engineers to test new rollouts and automate repetitive tasks
• Create and maintain IT documentation: how-to guides, knowledge base articles, and policies for data security, backup and retention, and acceptable use

WHAT YOU BRING TO THE ROLE

• 3+ years of solid IT support experience in an enterprise environment supporting Mac primarily & Windows users with Okta, Zoom, Google Workspace, Slack, and Atlassian tools
• Experience setting up conference rooms and AV, and supporting all-hands live meetings
• Experience using AI Tools
• Comfortable using a ticketing system (Jira Service Management or similar)