Senior IT Support Specialist

ABOUT WATG

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. 

ROLE  

The Senior IT Support Specialist serves as a hands-on manager within the Workplace Technology team, overseeing day-to-day IT support operations across the firm, with a strong emphasis on customer service and operational excellence. This role manages complex technical issues across hardware, software, and end-user systems, ensuring the help desk operates efficiently through active ticket oversight and team coordination. As a key decision-maker, the position drives process improvements, conducts root cause analysis, and implements solutions to prevent recurring issues. The Senior IT Support Specialist also leads IT projects and change initiatives, mentors junior team members, and supports a wide range of technologies, including desktops, mobile devices, and conferencing systems. 

RESPONSIBILITIES 

IT Service Delivery 

• 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 

Technical Support

• Resolves daily requests for IT support globally, with an emphasis on the New York and Atlantic City offices
• 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 

IT Project Management

• 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

Team Leadership 

• 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 

IT Service Delivery   

• Provides vital first-level technology support to staff across New York and Atlantic City offices, encompassing all manner of technology with an emphasis on excellent customer service
• Use the Help Desk ticketing solution to manage end-user issues; monitor and resolve 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 personnel to integrate infrastructure technologies
• Actively contributes to and assists with knowledge base administration and knowledge sharing

Technical Support 

• Resolves daily requests for IT support globally, with an emphasis across the New York and Atlantic City locations
• 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 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

IT Project Management 

• 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

Team Leadership 

• 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

QUALIFICATIONS

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

 *Please include a copy of your resume to be considered for this position. 

JOB INFORMATION  

• Salary range: $100,000.00 to $115,000.00 per year. The base salary presented to a candidate may vary by skills and overall experience and will be based on the market location.

WATG is an Equal Opportunity Employer 

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