IT Support Specialist

Key Responsibilities

• Provide first-line (and where possible second-line) technical support to end users via ticketing system, phone, email, and in-person
• Troubleshoot hardware, software, network, and access issues
• Log, track, and resolve incidents and service requests in line with SLAs
• Escalate complex issues to appropriate IT teams when required
• Support onboarding/offboarding activities (device setup, accounts, access)
• Maintain knowledge base documentation and contribute to continuous improvement
• Support onboarding/offboarding activities (device setup, accounts, access)
• Maintain accurate inventory of laptops, mobile devices, and accessories
• Clock in device provisioning, replacements, and returns
• Ensure compliance with corporate policies and lifecycle management processes
• Work with platforms such as Intune
• Support sustainability and recycling initiatives (e.g., end-of-life device handling)
• Provide operational support for meeting room and collaboration systems (Teams Rooms, Webex, etc.)
• Troubleshoot AV issues (audio, video, connectivity, room controls) before and during meetings
• Ensure rooms are fully operational and proactively maintained
• Support executive and large meetings, including on-site assistance when required
• Clock in coordination with vendors for installation, maintenance, and upgrades of VC systems
• Monitor usage and performance of collaboration tools and recommend improvements
• Identify recurring issues and propose improvements to reduce incident volume
• Contribute to IT processes standardization (aligned with ITIL practices)
• Maintain documentation of systems, configurations, and procedures
• Clock in collaboration with infrastructure, network, and security teams
• Technical Skills Required

Technical Skills Required

• Solid experience in IT support / service desk environments (3–5 years typical)
• Good knowledge of: Windows and macOS environments
• Microsoft 365 (including Teams)
• Endpoint management tools (e.g., Intune)
• Basic networking concepts
• Experience supporting AV / video conferencing systems
• Familiarity with ITSM tools (ServiceNow, Jira, etc.)

Soft Skills

• Strong customer service mindset and communication skills
• Ability to operate autonomously and prioritize tasks effectively
• Problem-solving and troubleshooting mindset
• Team-oriented with a proactive attitude

Working Environment

• Based in Century City (with potential on-site support requirements)
• Combination of desk-based and on-site support (meeting rooms, end-user desks)
• Occasional flexibility required for executive or large meetings