Cais IT Support Associate at CAIS provides hands-on desktop and onsite support, administers Microsoft 365 and endpoint management, and drives AI tool adoption. This entry-level role focuses on root cause resolution and process improvement.
Responsibilities
CAIS is seeking an IT Support Associate to join our Corporate IT team in New York.
The IT Support Associate provides hands-on desktop and onsite support across our New York office, helps administer our Microsoft 365 and endpoint management environment, and drives adoption of AI tools (including Claude and Copilot) across the business. This is an entry-level, individual-contributor role reporting to our IT Support Engineer, designed for someone who doesn't just close tickets but asks why they keep happening. You will turn one-off fixes into repeatable solutions through documentation, automation, and better processes, and you will grow into broader infrastructure and systems responsibilities.
Provide hands-on desktop, onsite, and deskside technical support for our New York office, including hardware setup, troubleshooting, and incident resolution. Resolve issues at the root cause where possible, not just the symptom.
Analyze ticket trends to spot recurring issues, then propose and implement lasting solutions such as knowledge-base articles, configuration changes, automation, or process improvements.
Support day-to-day administration of our Microsoft 365 environment, including Entra ID, Intune device management, and Conditional Access. Understand how identity, device, and access policies interact, and assess the downstream impact of changes before making them.
Own the new-hire onboarding and employee offboarding process end to end. Map it, identify friction and risk points, and improve or automate it, from account provisioning and access to equipment deployment and recovery. Keep documentation audit-ready.
Use AI tools (Claude, Copilot, ChatGPT) daily to automate routine support tasks, draft documentation, and build internal runbooks, using approved tools and sound judgment about the data you share with them.
Partner with our IT Support Engineer to pilot and roll out AI-enabled workflows to the broader non-technical workforce, including training and how-to documentation. Gather feedback and track adoption.
Support conference room A/V, meeting technology, and other in-office technical needs, working toward standardized room configurations and clear troubleshooting guides.
Escalate and track issues through resolution, maintaining clear documentation in our ticketing system and communicating impact and options to stakeholders.
Qualification
1-3 years of experience in IT supportGenuineDemonstrated systems thinkingStrong written communication skillsEagerness to learn
Required
1-3 years of experience in IT support, help desk, or desktop support.
Working familiarity with Microsoft 365 and Windows and/or macOS environments; exposure to Intune or Entra ID is a plus.
Genuine, hands-on experience using AI tools (Claude, ChatGPT, Copilot, or similar) to solve real problems, not just listed familiarity.
Demonstrated systems thinking: examples of tracing a recurring problem to its cause, or building something that prevented it from happening again. Home labs, scripts, and process improvements all count.
Strong written communication skills; you will write runbooks, how-to guides, and training material that others rely on.
Strong customer-service orientation and communication skills; comfortable supporting employees at all levels, including executives.
Good judgment and discretion when handling confidential information.
Eagerness to learn, take initiative, and grow into broader IT infrastructure or support responsibilities.
Based in or able to reliably commute to New York, NY on a hybrid in-office schedule.
Exposure to scripting or workflow automation (PowerShell, Python, Power Automate, or similar) is a plus.
Familiarity with access-control fundamentals, such as least privilege, MFA, and joiner/mover/leaver processes, is a plus.
Prior experience in financial services or another regulated industry is a plus, but not required.
