What are the responsibilities and job description for the IT Support Specialist position at WATG?
ABOUT WATG
WATG is the world’s preeminent destination and hospitality design firm. We are employee-owned, almost 80 years young, and home to over 500 creative, globe-trotting professionals located remotely and in our offices in Atlantic City, California, Dallas, New York, Honolulu, London, Singapore, and Shanghai.
Our approach to design applies a hospitality ethos to the development of all shapes and sizes. From initial feasibility studies to finishing touches, we operate globally as an integrated, multidisciplinary practice. Along with our interior design studio, Wimberly Interiors, we specialize in hospitality, gaming entertainment, urban mixed-use, and high-end residential design.
We were founded in Honolulu in 1945, and the spirit of the islands taught us to focus on community strength, self-reliance, and sustainability – which we still prioritize today. We passionately believe that culture and heritage are the roots that lead to long-term resilience. We stay true to our values of designing spaces that respect, protect, and enhance the natural magic of their surroundings while delivering long-term value for our clients and their communities.
WATG is hiring a IT Support Specialist for our office in Tustin, California.
ROLE
The IT Support Specialist is a hands-on technology specialist with a focus on customer service etiquette and can handle the support of various technical issues and problems relating to hardware, software, and peripherals both onsite at the home office and remote support of other offices at WATG. This position is responsible for monitoring our helpdesk ticketing system and regular interaction with our helpdesk team and our employee base. This position is also responsible for process documentation, change management, and ensuring our tickets are resolved in a timely manner.
The IT Support Specialist must have excellent problem-solving skills to diagnose, evaluate, and resolve complex problems and issues, implement solutions, and, when appropriate, perform root cause analysis, develop checklists for typical problems, recommend procedures and controls for problem prevention, and escalate to appropriate IT staff. This position will support multiple platforms, including desktops, laptops, mobile devices, and conferencing equipment. This position requires independent work, sharing information globally, and assisting others with their work.
RESPONSIBILITIES
IT Service Delivery
- Provides vital first-level technology support to staff across all WATG offices, encompassing all manner of technology with an emphasis on amazing customer support
- Monitors and resolves help desk issues, including troubleshooting hardware and software issues and providing follow-through on all issues and seeing them through until successfully resolved
- Enhances service levels and help desk processes where appropriate
- Promotes and assist with deployment and training on WATG Technology initiatives
- Carries out tasks with minimal site disruptions and supervision
Technical Support
- Resolves daily requests for IT support
- Uses the WATG Help Desk Ticketing solution to manage end-user issues and advises the user regarding the status
- Supports and configures desktop and laptop computer systems
- Orients new employees to the general Information Technology environment
- Coordinates external service calls when necessary
- Participates in technical research and development to enable continuing innovation
- Helps create software packages and distributes collections to computers
- Assists, as needed, in the installation and support of IT servers, storage, and network infrastructure
- Maintains effective local emergency and disaster recovery procedures
- Creates documentation as appropriate for WATG programs and procedures and maintain that documentation as necessary
- Advanced printer and peripheral device troubleshooting
- Configures and supports Office 365 environment
- Proven understanding of implementing and administering Microsoft Active Directory, Azure AD, local/global security policies, DNS, and DHCP as they relate to PC management
- Specifies, evaluates, configures, and makes recommendations on IT-related purchases
- Supports company-provided mobile phone devices and BYOD
- Interacts with various IT personnel to integrate infrastructure technologies
- Participates with management in identifying and resolving issues regarding IT systems strategies
QUALIFICATIONS
- 3 years of technical IT help desk support experience in small to mid-size companies
- Problem-solving and analytical skills with proven ability to troubleshoot and resolve technical issues, both hardware and software
- Extensive knowledge of Microsoft Windows OS, Microsoft Office, and iOS
- Working knowledge of Windows Server OS, VMware ESXi, Active Directory, and LAN concepts
- Solid written and verbal communication skills and exceptional listening skills to efficiently communicate complex technical concepts to end users
- CompTIA A , Network , MCP Certification, or equivalent experience/coursework desired
- Occasionally requires the ability to lift and carry up to 40 pounds
*Please include a copy of your resume to be considered for this position.
JOB INFORMATION
Salary range: $55,000 to $75,000 per year
WATG is an Equal Opportunity Employer
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Salary : $55,000 - $75,000
