IT Support Specialist

Job Overview

We are looking for a versatile and customer-focused IT Support Specialist to join our End User Services team. This role combines Service Desk support, IT Asset Management (laptops and mobile devices), and Video Conferencing (VC) / collaboration systems support.

The successful candidate will act as a key point of contact for employees, ensuring a seamless digital workplace experience across offices, meeting rooms, and remote environments.

Key Responsibilities

1. Service Desk & End User Support

• 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 [Job desc | Outlook]

• Support onboarding/offboarding activities (device setup, accounts, access)

• Maintain knowledge base documentation and contribute to continuous improvement

2. IT Asset Management (Laptops & Mobile Devices)

• Manage the full lifecycle of IT assets (procurement, deployment, tracking, refresh, and disposal)

• Maintain accurate inventory of laptops, mobile devices, and accessories

• Coordinate 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)

3. Video Conferencing & Collaboration Systems Support

• 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

• Coordinate with vendors for installation, maintenance, and upgrades of VC systems

• Monitor usage and performance of collaboration tools and recommend improvements

4. Continuous Improvement & Operations

• 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

• Collaborate with infrastructure, network, and security teams

Required Skills & Experience

Technical Skills

• 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

• Ability to support both technical users and executive stakeholders

• 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