IT Support Specialist

The William Warren Group, Inc. (WWG) is a privately held, entrepreneurial self storage development, acquisition, property, and asset management company based in Santa Monica, CA. Since our inception in 1994, our focus has been on investments in major metro markets across the United States that offer significant cash flow, revenue growth, and long‑term capital appreciation opportunities. The company owns and operates the Stor Quest Self Storage portfolio of storage assets.

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Job Type: Full‑time

How You Will Make a Difference

As an IT Support Specialist, you will play a crucial role in ensuring the smooth operation of our technology infrastructure. You'll provide technical assistance to employees, troubleshoot issues, and maintain our systems.

Technical Support

• Provide Tier 1 and Tier 2 technical support for end‑user hardware, operating systems, applications, and remote connectivity issues.
• Manage the help desk ticketing system (e.g., Service Now, Super Ops), documenting all requests, resolutions, and adherence to Service Level Agreements (SLAs).
• Develop and maintain comprehensive IT documentation (KB articles, internal SOPs) to empower users and optimize help desk efficiency.
• Troubleshoot and resolve intermediate network issues, including LAN/WAN connectivity, Wi‑Fi access points, and VPN client issues for local and remote offices.

User Management

• Manage the full user lifecycle (onboarding, transfers, offboarding), including provisioning and deprovisioning access to enterprise applications (e.g., Active Directory/Azure AD, M365/Google Workspace).
• Configure, deploy, and maintain end‑user devices (laptops, monitors, mobile phones) and install/manage standard software applications.
• Manage the logistics of equipment distribution, shipping, and inventory tracking for branch and remote employees.
• Provide IT support for physical office setup and staff relocations.

System Maintenance

• Maintain a current and accurate IT Asset Inventory (hardware and software licenses).
• Oversee and manage relationships with external IT vendors for key services like telephony (VoIP), ISP, and physical security systems.

Other Duties

• Flexibility to assist with projects and tasks outside of the primary scope as needed by the business.

What Makes This Opportunity Awesome

• $69,000–$71,000 per year plus Bonuses
• Make a difference and have a positive impact.
• Take the lead on team initiatives, learn new skills, build your management capabilities, and take advantage of the many growth opportunities.
• Contribute creatively to the organization’s success by generating new and useful ideas.

About You

• Experience:
  
  Minimum 3+ years of professional experience in an IT Support or Help Desk role (Tier 1/2).
• Education:
  
  BA/BS degree in Computer Science, Information Technology, or a related field is preferred.

Essential Technical Expertise

• Expert proficiency in supporting and troubleshooting Microsoft Windows 10/11 and strong familiarity with macOS environments.
• Hands‑on experience with managing user accounts, groups, and permissions in Active Directory (AD) and/or Azure Active Directory.
• Proven experience with Google Workspace (G Suite) administration and user management.
• Foundational understanding of networking concepts, including TCP/IP, DNS, DHCP, VPNs, and wireless connectivity.
• Direct experience utilizing and managing a help desk ticketing system (e.g., Service Now, Super Ops).
• Demonstrated ability to configure, deploy, and repair desktop/laptop hardware, mobile devices, and peripherals.

Critical Soft Skills

• Exceptional Customer Service – Proven ability to build strong working relationships while maintaining a professional and patient demeanor, even under pressure.
• Communication – Excellent verbal and written communication skills, with the ability to clearly articulate technical concepts to non‑technical users.
• Problem‑Solving & Autonomy – Excellent problem‑solving and analytical abilities; ability to work independently, research and resolve complex issues, and quickly adapt to new technologies.
• Organization & Adaptability – Exceptional organizational skills with the ability to manage multiple competing priorities, allocate time effectively, and thrive in a fast‑paced environment.

Additional Perks For Eligible Employees

• Medical, Dental and Vision
• 401(k) with Matching Contributions
• Paid Time Off (PTO)
• Holiday Perks
• Performance-based Bonus
• Team‑building Events & Activities
• Employee Assistance Program
• Pet Insurance

Equal Employment Opportunity

WWP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. WWP is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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