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urw·5 days ago

IT Support Specialist

Corporate Office (Century City), United States of AmericaMid · 2-5 yearsH1B likely

About this role

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 

  • 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 

 

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