Senior IT Support Specialist

Senior IT Support Specialist – New York Office

Role Overview
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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. They manage complex technical issues across hardware, software, and end‑user systems, drive process improvements, conduct root‑cause analysis, lead IT projects, mentor junior staff, and support a wide range of technologies including desktops, mobile devices, and conferencing systems.

• Provide first‑level technology support to staff in the New York and Atlantic City offices.
• Use the Help Desk ticketing system to manage end‑user issues, troubleshoot hardware and software, and follow through until resolution.
• Enhance service levels and help desk processes where appropriate.
• Orient new employees to the general IT environment and assist with deployment and training on technology initiatives.
• Provide escalation support for other Service Desk team members and integrate infrastructure technologies with various IT staff.
• Contribute to knowledge base administration and knowledge sharing.

• Resolve daily IT support requests globally, emphasizing the New York and Atlantic City offices.
• Support and configure desktop and laptop computer systems and participate in technical research and development.
• Assist in installation and support of IT servers, storage, and network infrastructure.
• Maintain documentation for WATG programs and procedures.
• Configure and support Microsoft 365 (Teams, SharePoint, etc.) and administer Microsoft Active Directory, Entra , DNS, and DHCP.
• Support company‑provided and BYOD mobile phones.

• Own and lead IT projects from initiation through delivery, managing concurrent projects across various offices.
• Partner with the Global Workplace Technology Manager to define project roadmaps and drive execution.
• Identify opportunities for process improvement and proactively propose and implement solutions.

• Serve as a senior resource and mentor to junior help‑desk staff, providing guidance, coaching, and technical development support.
• Support workload prioritization and task delegation across the service desk team.
• Represent the Workplace Technology team in cross‑functional meetings and planning sessions.

• Associate degree or equivalent experience; bachelor’s degree preferred.
• Minimum of 7 years of technical IT help‑desk support experience, including senior‑level experience in small‑to‑mid‑size companies.
• Demonstrated experience owning and managing end‑to‑end IT projects.
• 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 , Active Directory, and LAN concepts.
• Familiarity with modern endpoint management tools (e.g., Intune or equivalent MDM platforms).
• Excellent written and verbal communication skills; ability 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.
• Willingness to travel between New York and Atlantic City offices as needed and ability to lift and carry up to 40 pounds.

• Salary range: $ to $ per year (based on skills, experience, and market location).
• Location:
  
  New York office (in‑person collaboration required, remote Fridays allowed).
• Travel between New York and Atlantic City offices as needed.

WATG is an Equal Opportunity Employer.