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About the 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 an 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. 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.

Responsibilities

Provides first-level technology support to staff across New York and Atlantic City offices.
Uses the Help Desk ticketing system to manage end-user issues and troubleshoot hardware and software.
Enhances service levels and help desk processes.
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.
Contributes to knowledge base administration and knowledge sharing.
Resolves daily requests for IT support globally, with an emphasis on New York and Atlantic City offices.
Supports and configures desktop and laptop computer systems.
Participates in technical research and development.
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.
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.
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.

Requirements

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.
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.

Skills

Microsoft Windows OS
Microsoft 365
iOS
Windows Server OS
VMware
Microsoft Entra ID
Active Directory
LAN concepts
Modern endpoint management tools (e.g., Intune or equivalent MDM platforms)
Written communication skills
Verbal communication skills
Presentation skills
Listening skills

Location

New York
Atlantic City

Work Type

Hybrid
In-person collaboration required
Remote option on Fridays

Experience Level

Senior-level

Education Level

Associate degree or equivalent experience
Bachelor's degree preferred
CompTIA A+, Network+, Microsoft certifications, or equivalent experience desired

Salary/Compensations

$100,000.00 to $115,000.00 per year

About the Company

WATG is the world’s preeminent destination and hospitality design firm.
Employee-owned firm with over 500 professionals globally.
Operates globally as an integrated, multidisciplinary practice.
Specializes in hospitality, gaming + entertainment, urban + mixed-use, and high-end residential design.
Founded in Honolulu in 1945, prioritizing community strength, self-reliance, and sustainability.
Passionate belief that culture and heritage lead to long-term resilience.
Designs spaces that respect, protect, and enhance the natural magic of their surroundings while delivering long-term value.

Equal Opportunity

WATG is an Equal Opportunity Employer