Senior IT Support Specialist

WATG•New York, NY

1d•Hybrid

About The Position

WATG is the world’s preeminent destination and hospitality design firm. We are employee-owned, home to more than 500 professionals globally, 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 Senior IT Support Specialist for our New York office. This role requires in-person collaboration, with the option to work remotely only on Fridays.

Requirements

Associate degree or equivalent experience; bachelor’s degree preferred
Minimum of 7 years of technical IT help desk support experience, including time in a senior-level capacity within small-to-mid-size companies
Demonstrated experience owning and managing IT projects end-to-end
Proven ability to operate as a senior team member, supporting leadership in driving technology strategy and day-to-day operations
Strong problem-solving and analytical skills with proven ability to troubleshoot and resolve complex hardware and software issues
Extensive knowledge of Microsoft Windows OS, Microsoft 365, and iOS
Working knowledge of Windows Server OS, VMware, Microsoft Entra ID, Active Directory, and LAN concepts
Familiarity with modern endpoint management tools (e.g., Intune or equivalent MDM platforms)
Excellent written and verbal communication skills; able to translate complex technical concepts for non-technical stakeholders
Exceptional listening and presentation skills
Ability to work independently across multiple office locations, share information globally, and assist others with their assignments
Willingness to travel between New York and Atlantic City offices as needed
Ability to lift and carry up to 40 pounds

Nice To Haves

CompTIA A+, Network+, Microsoft certifications, or equivalent experience desired

Responsibilities

Provides vital first-level technology support to staff across the New York and Atlantic City offices, encompassing all manner of technology with an emphasis on excellent customer service
Uses the Help Desk ticketing system to manage end-user issues; monitors and resolves issues, including troubleshooting hardware and software, with follow-through until successful resolution
Enhances service levels and help desk processes where appropriate
Orients new employees to the general IT environment
Promotes and assists with deployment and training on technology initiatives
Carries out tasks with minimal site disruption and supervision
Provides escalation support for other members of the Service Desk team
Interacts with various IT staff to integrate infrastructure technologies
Actively contributes to and assists with knowledge base administration and knowledge sharing
Supports and configures desktop and laptop computer systems
Participates in technical research and development to enable continuing innovation
Assists in the installation and support of IT servers, storage, and network infrastructure
Creates and maintains documentation for WATG programs and procedures
Configures and supports the Microsoft 365 environment, including Teams, SharePoint, and related collaboration tools
Implements and administers Microsoft Active Directory, Entra ID, local/global security policies, DNS, and DHCP as they relate to PC management
Supports company-provided and BYOD mobile phones
Owns and leads IT projects from initiation through delivery
Manages concurrent projects across various offices, ensuring minimal business disruption and alignment with organizational priorities
Partners with the Global Workplace Technology Manager to define project roadmaps and drive execution of technology initiatives
Identifies opportunities for process improvement and proactively proposes and implements solutions
Serves as a senior resource and mentor to junior help desk staff, providing guidance, coaching, and technical development support
Supports workload prioritization and task delegation across the service desk team
Represents the Workplace Technology team in cross-functional meetings and planning sessions