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Senior Corporate Technology Associate
WeWork
New York, NY, United States
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Department Goals & Objectives
• Responsible for successful Corporate Technology Service delivery to WeWork internal team members globally
• Services includes but not limited to Infrastructure, Project Management, Applications, Information Security as well as Technology Governance & Compliance
• Manages the administrative, logistical and technology support for day-to-day corporate technology functions
• Ultimate accountability for bottom line while maximizing return on investment
• Plan and deliver integrated information services to enable Internal WeWork team members access the information they need, when and where they need it
• Meet or exceed internal team member’s requirements for technology service delivery
• Leverage existing, emerging, and innovative technologies to enhance, improve, and streamline IT processes
• Ensure the privacy, integrity, reliability and appropriate use of information resources for all WeWork corporate services locations
Position:
Senior Corporate Technology Associate
Reporting to:Manager, Service Desk
Position Goals & Objectives
• To provide support and solutions uniquely tailored to our team members. To use knowledge and skills to independently diagnose issues and design, plan or implement a resolution in a timely and appropriate manner.
• Plans and delivers integrated technology support services to WeWork team members (employees) meeting or exceeding requirements for service excellence and delivery
• Leverages existing, emerging, and innovative technologies to enhance, improve, and streamline technology services processes
• Ensures the privacy, integrity, reliability and appropriate use of information resources for all WeWork regional headquarter locations
• To utilize metrics needed to monitor the performance and delivery of technology services to WeWork team members
• To work collaboratively with, and provide solutions to, the other Member and Corporate Technology Teams (Applications, Engineering, Information Security, Governance & Compliance)
• Using your unique skills, identify opportunities for continuous process improvements and if needed, partner with other WeWork Technology teams to design, plan and implement a resolution.
• Proactively ensure team member issues are, where possible, anticipated and resolved before they occur. Evaluate and educate team members on IT practices that maximize their working efficiency.
• Identify chronic or recurring IT issues partnering with other technology teams for a resolution.
• Ability to use discretion and independent judgment in evaluating problems and creating solutions for team members.
Job Responsibilities
• May be responsible for managing staff
• Support the Team Members by providing prompt response to member incidents and requests while managing and maintaining the closing of tickets within ZenDesk ticketing system
• Primary interface for the Corporate Technology Team providing a positive experience for WeWork Team Members through tailored IT solutions and the development and implementation of installation plans
• Responsible for team member computer and account management provisioning and de-provisioning and inventory management of equipment
• Communicate basic concepts to users of all computer literacy levels, in order to perform training, and generally support to all WeWork team members globally
• Demonstrated expertise in the management of Microsoft and Apple based business applications and operating systems
• Installation, configuration and support of network printing resources including printer servers, printers and other peripheral devices.
• Independently evaluates and troubleshoot computer hardware and software, peripheral devices, mobile devices and network connectivity problems remotely or on site.
• Provide a memorable team member experience for technology services that surpasses any and all expectations
• Responsible for computer deployments and software imaging software
• IT asset & inventory management to maintaining a global supply of technology hardware and software
• Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• On-Call global IT support for all WeWork locations
• Ensure relevant IT support staff are made aware of urgent support issues via agreed communication procedures.
• Purchase hardware and software equipment for the company,
• Schedule and coordinate vendors for repairs, purchases and other logistics
• Oversee the process of shipping/receiving hardware for return, exchange and/or repair.
• Coordinate and manage auditing tasks including working with internal/external auditors
• Responsible for training of new hires on service desk policies and procedures
• Create, maintain & support documentation for existing, new and emerging technologies
Job Skills:
• Windows 7, 8, 10, Server 2012, Office 2010, 2016, Office 365
• Experience with Zendesk, Centrify, Google for Business, Microsoft Active Directory
• Familiarity with iOS/Android OS
• Knowledge of Autodesk products, Adobe design suite, AutoCAD, Revit, 3D Studio Max, Rhino, VRAY and experience supporting designers in an architectural setting preferred
• Familiarity with Rukus wireless technologies
• Ability to manage multiple projects and meet multiple deadlines
• Basic knowledge of mobile device management technologies
• Previous experience with reporting and metrics preferred
• Experience troubleshooting AV equipment
• Excellent communication and service delivery skills
• Basic knowledge of VOIP, and enterprise cloud based phone systems
• Experience in the installation, configuration, and administration of LANs, wireless network along with other basic networking principles