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