Who We Are
About the Opportunity
The Workplace IT Specialist ensures a reliable, secure, and high-quality workplace technology experience for employees across our Americas region (including remote US) offices. Based in our New York office, this role is the primary owner of local office IT and workplace facilities, and the first-line point of contact for Americas region user support. The role also provides remote backup and support for other Americas region offices as needed, and works as part of our Global IT team.
Second-line support for SaaS platforms and network infrastructure is handled by the broader Global IT team; this role focuses on delivering first-line support and knowing when to escalate. The ideal candidate is customer-focused, technically curious, works well independently, and looks for ways to improve day-to-day IT operations through automation and process improvements.
What You’ll Be Doing
- Deliver responsive technical support for hardware, software, operating systems, business applications, and workplace technology, ensuring timely resolution of employee issues for the New York office and Americas users.
- Provide first-line, user-facing support for our collaboration, productivity, and business applications, helping employees resolve day-to-day usage questions.
- Manage the local endpoint lifecycle — device provisioning, deployment, maintenance, troubleshooting, asset inventory, and secure device retirement — in line with Global IT standards and security policies.
- Partner with HR and hiring managers to deliver smooth onboarding and offboarding: device preparation, account provisioning, access requests, and introducing new employees to IT systems, security practices, and workplace technology.
- Serve as the primary point of contact for the local office's workplace technology, including conference room AV systems, video conferencing, VOIP, printers, CCTV, access control systems, and other office infrastructure.
- Troubleshoot first-line endpoint, networking, Wi-Fi, VPN, identity, and access issues, escalating to and collaborating with the Global IT Operations team on anything beyond first-line.
- Support Global IT initiatives, office moves, technology refreshes, and security projects as they affect the local office and the Americas region.
- Create and maintain knowledge base articles, standard operating procedures (SOPs), and technical documentation, using AI-powered tools and automation to improve documentation quality and reduce repetitive work.
- Own the local end-user support experience: manage support requests, maintain SLA adherence, spot recurring issues, and suggest improvements to IT service delivery.
What We Look For In You
- 2+ years of experience in IT Support, Desktop Support, IT Operations, or a similar enterprise technical support environment.