IT Office Support

Monks•Los Angeles, CA

3d•Onsite

About The Position

The IT Office Support role is based full-time on-site at Monks’ Culver City office and is part of the Global IT Support team. It provides primary in-office technical support, asset management, basic troubleshooting, and face-to-face and remote customer service. The role helps keep the workspace’s technology and office environment functional and well organized, while also assisting the broader Global IT Support team with tickets, Slack questions, and remediation projects as needed. The position supports macOS and Windows users, workplace hardware and software, meeting-room audiovisual technology, office events, and local IT operations. It also manages equipment inventory and lifecycle processes, supports employee onboarding and offboarding, maintains local procedures and documentation, and contributes to the rollout of tools and Global IT initiatives. The role requires independence, organization, clear communication, a service-oriented approach, and the ability to identify when issues should be escalated.

Requirements

At least one year of experience in customer service, help desk, desktop support, or technical support.
Working knowledge of macOS and Windows environments.
Ability to diagnose and resolve common hardware, software, account access, peripheral, printer, connectivity, and Wi-Fi issues, and identify when escalation is necessary.
Experience setting up, testing, and maintaining meeting-room hardware, videoconferencing equipment, displays, and related software.
Professional working proficiency in English and ability to explain technical information clearly to non-technical users.
Strong interpersonal, communication, and relationship-building skills, with a user-focused and service-oriented mindset.
Ability to work independently and represent the Global IT Support team.
Proactive and adaptable approach, with effective time management, prioritization, and organization in a fast-paced environment.
Ability to take initiative, investigate issues, follow established processes, and develop practical solutions to operational and technical problems.

Nice To Haves

Experience with Google Workspace, Microsoft 365, Jamf, CrowdStrike, Slack, and Freshservice is strongly preferred.
Relevant IT certifications are preferred but not required.

Responsibilities

Serve as the primary on-site contact for office technical issues and provide first-line troubleshooting for hardware, software, account access, connectivity, and other common user issues across macOS and Windows.
Assist users with technical questions through Freshservice tickets and Slack support channels; document actions, communicate clearly, and escalate complex issues to the appropriate team.
Install, configure, support, and routinely maintain computers, monitors, printers, peripherals, and other workplace technology; diagnose problems and coordinate repairs or replacements.
Ensure meeting-room technology and audiovisual equipment function properly; support presentations, meetings, and office events.
Maintain organized workstations and cable management, and regularly check shared spaces and desks for completeness and operation.
Assist with office moves and workspace changes requiring IT support.
Maintain accurate records of local IT equipment, organize IT storage, monitor stock levels, and notify the appropriate team when equipment or accessories are needed.
Maintain required ISO documentation; process repairs and broken hardware; support equipment lifecycle management, disposal, and recycling.
Manage local IT activities for employee onboarding and offboarding, including preparing and configuring equipment, assisting new employees on their first day, shipping and receiving devices, arranging pickups, and recording asset assignments and returns.
Maintain local IT procedures, documentation, and knowledge articles.
Support implementation of new tools, applications, and Global IT initiatives.
Assist the broader Global IT Support team with Freshservice tickets, Slack questions, and global remediation projects as needed.
Build relationships with employees, local stakeholders, and IT teammates; represent the Global IT Support team professionally and promote a collaborative, service-oriented approach.