IT & Facilities Assistant

Mada Luxe is a partner for the world’s most coveted brands and retailers. Across our fashion, lifestyle, and venture tech divisions, we distribute premium brands to major retailers around the world - investing in and developing brands, products, and technology where we see growing demand. Our platform is constantly evolving and expanding to meet the changing needs of the luxury consumer.

Our exclusive relationships, luxury expertise, operational excellence, and tech prowess are unmatched. As an end-to-end growth partner, we support our family of brands with everything from back-office and logistics support to marketing, distribution, and growth strategies. With 15 years of sustained growth and experience, we continue to innovate and build the future of luxury that we envision.

The IT & Facilities Assistant will serve as the first contact for IT and Facilities service requests for a multi-office team. This role is critical to ensuring that service requests are addressed in a timely manner and that known issues are addressed proactively before becoming larger problems. Reporting to the IT Manager, the IT & Facilities Assistant will demonstrate exceptional attention to detail and customer service, will be forward-thinking in problem solving and planning, and will take a curiosity-driven approach to learning and seeking new ways of working efficiently.

While this role is based in Seal Beach, this role will also support our office in NYC and remote employees throughout the USA.

• Respond to and resolve support tickets via phone, email, and remote tools.
• Troubleshoot and support Windows/Mac OS, Microsoft Office 365, and common enterprise applications.
• Set up and configure new user accounts, email, and hardware devices.
• Assist with password resets, software installations, and basic network connectivity issues.
• Escalate complex issues to senior IT staff while maintaining detailed documentation.
• Ensure timely follow-up and communication with users to maintain high customer satisfaction.
• Support onboarding/offboarding processes including equipment provisioning and recovery.
• Support setup of conference and meeting rooms, updating multimedia displays, and monitoring conference/meeting room calendars.
• Serve as a point of contact for in-house maintenance and inspection services in partnership with Workplace & Culture Manager.
• Handle minor repairs independently when appropriate, such as setting up workstations, changing light bulbs, and other small repairs.

• Places high value on customer service, striving to provide superior service as a point of pride.
• Provide quick and effective assistance, demonstrating a responsive and helpful attitude.
• Exceptional attention to detail.
• Takes a thorough and curious approach to problem-solving, with excellent research, problem-solving, and analytical skills.
• Respond to tech inquiries via email, online chats, over the phone, or in person.
• Must be able to multi-task and appropriately reprioritize workload in a fast-paced environment, keeping track of multiple streams of input in moments of importance.
• Strong verbal and written communication skills.
• Be available and able to assist with troubleshooting hardware and software issues.
• Proficient in M365, working knowledge of Windows Server, support Windows/Mac OS, and mobile phone applications.
• Bachelor’s or Associate’s degree in Information Technology, Cybersecurity, or Info Sec strongly preferred.