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