Tripleseat is the leading cloud-based catering and event management platform trusted by over 18,000 venues, including restaurants, hotels, and unique event spaces. We are passionate about hospitality and driven by the mission to help venues book and manage events more efficiently, driving revenue growth through powerful, easy-to-use technology.

Reporting to the IT Manager, the IT Support Specialist delivers comprehensive technical support to on-site and remote employees, ensuring seamless access to systems and technology. This role is key in supporting a Mac-based environment, maintaining network and AV infrastructure, managing IT assets, and contributing to security and onboarding processes.

Based primarily at the Concord, MA headquarters, the IT Support Specialist will cover current and future office locations throughout the greater Boston area, including periodic travel to the Boston Sales Office and additional satellite locations as needed. This position supports users across departments and geographies, maintaining high responsiveness and professionalism. A hospitality-minded approach to IT service is essential, as is the ability to multitask in a fast-paced environment.

Location and Travel Expectations:

This position is based in Concord, MA, with periodic travel to the Boston Sales Office and other regional office locations as established. A hybrid schedule is available as long as office coverage is ensured. Additional travel may be required for company-wide events, projects, or expansions.

Core Responsibilities:

• Troubleshoots hardware and software issues in a macOS environment.
• Maintains and supports wireless access points, network switches, and basic firewall appliances.
• Administers Google Workspace and other cloud-based business applications.
• Installs and supports A/V and video conferencing systems for meetings and hybrid collaboration.
• Oversees new employee onboarding, including hardware setup and systems access provisioning.
• Tracks IT assets, manages equipment lifecycle, and enforces hardware usage policies.
• Provides timely technical support to both remote and in-office employees across departments.
• Implements and supports IT security policies, including employee training initiatives.
• Documents support procedures, workflows, and standard configurations.
• Participates in IT projects related to infrastructure upgrades, system enhancements, and process improvements.
• Delivers support with a hospitality-focused mindset and attention to service quality.
• Other related duties as assigned.
  
  

Knowledge, Skills, and Abilities Required:

• Demonstrated experience supporting macOS systems (Mac support experience is required).
• Familiarity with general networking concepts and standard network hardware (e.g., wireless access points, switches, and basic firewalls).
• Proficiency with Google Workspace administration and cloud-based productivity tools.
• Strong interpersonal and communication skills, with the ability to explain technical concepts clearly.
• Ability to provide support across departments, to both remote and on-site staff.
• Organized and detail-oriented, capable of managing multiple support requests simultaneously.
• Flexible and available to support users outside standard business hours when necessary.
• Committed to process improvement and comprehensive documentation
• A customer-focused attitude and the ability to build rapport across teams.
  
  

Preferred Experience:

• Minimum of 1 year of experience in an IT support or help desk role. Experience with Jamf Pro, Casper Suite, or other Mac device management tools.
• Background supporting remote or hybrid work environments.
• Familiarity with A/V systems and conferencing technologies.
• Exposure to IT security best practices and employee education programs.
• Experience with IT asset tracking systems and hardware lifecycle management.
  
  

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:

• Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.
• Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.
• 401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.
• Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.
• Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.
• Pet Insurance: Tripleseat recognizes the importance of pets in employees' lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.
  
  

At Tripleseat, we place a high value on our employees' well-being and happiness, recognizing that they are the driving force behind our success. We are committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team We are proud to be an equal-opportunity employer, not discriminating based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are dedicated to fostering a culture of inclusion, diversity, and equity. Tripleseat empowers all team members to realize their full potential. Everyone Valued – Everyone Included.