IT Office Support

About the Role

As an IT Office Support, you’ll join our team in the Culver City office. This role is essential to ensuring the smooth operation of our workspace, providing high-quality technical support to our Monks, and maintaining a functional and well-organized office environment from an IT perspective.

You will be a key member of the Global IT Support team, with a primary focus on in-office support, asset management, basic user troubleshooting, and delivering excellent face-to-face and remote customer service.

This position is based full-time on-site at our Culver City office, located at 8559 Higuera St, Culver City, CA 90232.

Responsibilities:

• User and Technical Support: Act as the primary on-site contact for technical issues within the office. Provide first-line support and basic troubleshooting for computer hardware, software, access, connectivity, and other common user issues across macOS and Windows environments.
• Freshservice and Slack Support: Assist users with basic technical questions and troubleshooting through Freshservice tickets and IT support channels in Slack. Document actions taken, communicate clearly with users, and escalate more complex issues to the appropriate Global IT or specialized team when necessary.
• Hardware and Software Management: Install, configure, support, and perform routine maintenance on in-office hardware and software, including computers, monitors, printers, peripherals, and other workplace technology. Diagnose issues and coordinate the repair or replacement of IT equipment when required.
• Office IT Operations: Ensure the proper functioning of meeting room technology and audiovisual equipment. Support presentations, meetings, and office events. Maintain organized workstations and cable management, and conduct regular checks to confirm that shared spaces and desks are complete and operational. Assist with office moves and workspace changes when IT support is required.
• Asset and Inventory Management: Manage and maintain accurate records of all local IT equipment. Keep IT storage areas organized, monitor stock levels, and notify the appropriate team when additional equipment or accessories are needed. Maintain required ISO documentation, process repairs and broken hardware, and support equipment lifecycle management, disposal, and recycling.
• Onboarding and Offboarding: Manage the local IT activities associated with employee onboarding and offboarding. This includes preparing and configuring equipment, supporting new Monks on their first day, shipping and receiving devices, arranging equipment pickups, and ensuring assets are properly assigned, returned, and recorded.
• Team Collaboration and Documentation: Maintain local IT procedures, documentation, and knowledge articles. Support the implementation of new tools, applications, and Global IT initiatives. Although the role is primarily focused on the Culver City office, you may also assist the broader Global IT Support team with Freshservice tickets, questions received through Slack and Global remediation projects.
• Relationship Building: Build strong relationships with Monks, local stakeholders, and IT teammates. Promote a collaborative, service-oriented approach and represent the Global IT Support team professionally within the office.
  

About You

The essentials:

•  At least one year of experience in a customer service, help desk, desktop support, or technical support role.
• Technical Knowledge: Working knowledge of macOS and Windows environments. Experience with Google Workspace, Microsoft 365, Jamf, CrowdStrike, Slack, and Freshservice is strongly preferred.
• Troubleshooting Skills: Ability to diagnose and resolve common hardware, software, account access, peripheral, printer, connectivity, and Wi-Fi issues. Ability to identify when an issue requires escalation to another IT team.
• Meeting Room Support: Experience setting up, testing, and maintaining meeting room hardware, videoconferencing equipment, displays, and related software.
• Communication: Professional working proficiency in English, with the ability to clearly explain technical information to non-technical users.
• Customer Service: Strong interpersonal, communication, and relationship-building skills, with a user-focused and service-oriented mindset.
• Independence and Organization: A high level of independence is required, as the role may frequently work autonomously while representing the Global IT Support team. The ideal candidate will be proactive, adaptable, and able to manage time effectively, prioritize multiple requests, and remain organized in a fast-paced environment.
• Problem-Solving: Ability to take initiative, investigate issues, follow established processes, and develop practical solutions to operational and technical problems.
  

Not a must, but a plus:

• Relevant IT certifications are preferred but not required.

At Monks, we believe in fostering an environment where a diversity of perspectives can thrive. We proactively work to design hiring processes that promote equity and inclusion while mitigating bias. We celebrate diversity and are committed to building a team that reflects the communities we serve. We welcome and encourage qualified applicants, from all backgrounds, who are excited to contribute to our mission.  

This role is subject to our Return to Office (RTO) policy. If you reside within a commutable distance of one of our office locations, you will be expected to work from the office a set number of days per week. The specific details, including the number of required office days, will be in accordance with the company’s then-current RTO policy, which is subject to change from time to time.

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