IT Support Specialist

Job Title: IT Support Specialist

Work Location: Venice, CA (Remote)

Start Date: January 2025

Named one of WorkLife’s 50 Best Places to Work and one of Fast Company's Most Innovative Companies, Whalar Group is a global creator company on a mission to liberate the creative voice. 

Creators are at the heart of everything we do! We are a curious, diverse team of 300 individuals around the world who are passionate about the Creator Economy. Our proximity, understanding, and trust of creators evolved into a first-of-its-kind creator ecosystem. Under Whalar Group, there are six companies: Whalar, a global creator agency; Sixteenth, a full-service global, 360° creator and talent management company; Foam, a suite of AI tools, templates, and services; Moby Ventures, a creator-centric venture studio; Umi Games, a groundbreaking gaming studio; and The Lighthouse, an IRL campus for creators and their teams.

About the role:

As a pivotal member of the Whalar team, you will take on the dynamic role of IT Support specialist. You will handle system updates, and cybersecurity measures while ensuring compliance with data protection regulations. Responsibilities include installing and configuring hardware and software, and addressing technical problems promptly. Additionally, You will train users, maintain IT documentation, and manage hardware and software inventory. Collaborating with teams and vendors, You will also contribute to strategic IT planning, disaster recovery, and implementing improvements to enhance efficiency and align technology with business goals.

As an IT support professional, You will ensure the smooth operation of an organization's technology by troubleshooting hardware, software, and network issues, providing user assistance, and maintaining IT systems.

Here’s what you’ll do day-to-day:

• Employ systematic approaches to troubleshoot and diagnose intricate technical issues, identifying core causes and implementing effective remedies.
• Configure and administer diverse systems such as Google Workspace, Slack, Rippling Device Management, Jira, Confluence.
• Stay current on the evolving landscape of hardware, software, peripherals, and their interoperability, offering tiered recommendations for optimal solutions.
• Undertake device enrollment and manage assets efficiently.
• Develop and uphold streamlined processes and documentation.
• Extend expert-level technical assistance to end-users, proficiently addressing a wide spectrum of IT concerns encompassing hardware, software, and security.
• Collaborate across teams to set up, configure, and maintain IT systems, applications, and services, ensuring their peak performance and reliability.
• Oversee and manage inventory of IT assets, spanning hardware, software licenses, and peripherals.
• Produce and maintain comprehensive technical documentation, encompassing user guides, standard operating procedures, and knowledge base articles.

Here’s what we’re looking for:

• • 2+ years experience of handling systems updates, cybersecurity measures, ensuring compliance in data protection regulations, installing and configuring hardware and software.
  • Energetic Customer-Centric Approach: We're looking for individuals with a strong sense of drive and a natural inclination towards exceptional customer service.
  • Inquisitive and Proactive Mindset: We value those who take the lead, ask questions, and are enthusiastic about embracing new knowledge and skills.
  • Proven Mastery in Technical Support: Proven experience as an IT Support or similar role, with a track record of successfully managing support requests.
  • Comprehensive IT Proficiency: Understands account management and can understand different SaaS solutions.
  • Savvy Troubleshooter: Strong proficiency in troubleshooting and resolving technical issues related to desktops, laptops, and peripherals.
  • Champion of IT Security: Following and enforcing account management and data protection processes.
  • Exceptional Communicator: Ability to showcase your outstanding communication and interpersonal skills by conveying intricate technical ideas in an understandable manner, catering to both technical and non-technical audiences.
  • Solution-Focused and Detail-Oriented: You have a knack for innovative problem-solving, meticulous attention to detail, and a strong ability to manage and prioritize multiple tasks efficiently.
  • The ability to be on-site when needed

The salary range for this role is $60,000 - $70,000 and serves as a general guideline reflecting the potential compensation for the role. The final salary offer will be determined based on a comprehensive evaluation of factors such as the candidate's experience, expertise, alignment with the position's requirements, and, ultimately budget approvals.

Our values:

At Whalar, diversity, equity, and inclusion (DEI) isn't just a statement, it's our collective strength. Our people are our superpower. A diverse team and inclusive leadership have shaped Whalar since our inception in 2016, fueling a constant evolution of growth. We champion a culture of respect and empathy, fostering a sense of belonging that transcends demographics. We hire individuals of all backgrounds and empower them to thrive, challenge stereotypes, and actively break societal barriers. 

The perks:

Whalar provides flexible benefits and collaborative work environments/experiences, so employees can work productively in a setting that best and uniquely suits their needs.

• Medical, Dental, Vision
• 25 days of PTO + Sick days + Winter break
• Retirement planning with employer match
• Monthly phone/internet reimbursement
• Professional development stipend
• New joiner Home office allowance 
• Fertility benefits
• Up to 16 weeks of paid parental leave
• Calm App subscription (Add up to 4 dependents)
• Volunteer days
• Identity theft protection & Legal assistance
• Company Paid Life & Disability Insurance
• Extra Voluntary Life Insurance Policy
• Voluntary Hospital and Critical Illness Insurance
• Voluntary Pet insurance
• Employee Resource Groups

Whalar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Equal opportunity extends to all aspects of the employment relationship, including hiring, promotions, training, working conditions, compensation, and benefits.