Senior IT Support Specialist

The Role:

The Sr. IT Support Specialist will be responsible for delivering technical support, diagnosing and resolving hardware and software issues, and ensuring the seamless operation of IT systems across the organization. This position demands strong expertise in business analysis and hands-on experience with automation tools such as Zapier to streamline workflows and enhance efficiency. The ideal candidate will proactively address challenges and play a key role in driving overall IT system optimization.

This is a full-time, on-site role based in our El Segundo, California office, with an expected in-office presence of 3+ days per week.

At Wpromote, we believe that great work is only possible with great people. Our goal is to build a better, more inclusive work environment and support our people at every stage of their careers by prioritizing a strong work-life balance through our policies and benefits listed below. As a Best Place to Work according to both Ad Age and Glassdoor and Adweek’s Fastest Growing Digital Agency, we are moving fast to expand our teams and bring new experts into the fold to keep pushing the boundaries of what’s possible in marketing.

We offer:

-Unlimited PTO

-Extended Holiday break (Winter)

-Flexible schedules

-100% paid parental leave

-401(k) matching

-Medical, Dental, Vision, Life, Pet Insurance

-Sponsored life insurance

-Short Term Disability insurance and additional voluntary insurance

-Annual Class Pass credits and more!

The anticipated annual salary for this role will range from $70,000 - $80,000, based on consideration of a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, education and certifications, competitive benchmarks, scope of responsibility, market dynamics, geographic location, and respective state’s salary threshold for exempt employees. At Wpromote, pay ranges are subject to change and are based on specific market medians for similar jobs according to third-party salary benchmark surveys. Individual pay within that range can vary due to skills, experience, and available budget. The total compensation package for this role will include benefits (listed above).

*This role will primarily support our onsite needs at the Los Angeles office, where you can join in on learning and development opportunities, fun events, take advantage of a space to work, and collaborate in person!

**This position is not eligible for immigration sponsorship

Important Notice: Beware of Job Scams

Wpromote recruiting communications will only be sent through our official channels via wpromote.com email addresses. If you see a posting elsewhere that is not reflected on Wpromote.com/careers, it may be a fraudulent posting. We do not require payment or fees during the hiring process nor do we request sensitive information, such as Social Security numbers or payment details. Please safeguard yourself against possible scams and contact us if you encounter any suspicious activity.

#LI-SD

You Will Be

• Providing Advanced Technical Support: Serve as the primary point of contact for end-user support through multiple channels, resolving complex hardware and software issues with efficiency and professionalism.
• Maintaining and Auditing IT Systems: Perform regular system maintenance and audits across desktops, laptops, and critical software applications to ensure optimal performance.
• Training and Educating Users: Facilitate comprehensive training sessions for employees on IT best practices and troubleshooting techniques, promoting self-sufficiency and knowledge retention.
• Implementing Automation Tools: Utilize automation platforms like Zapier or other low-code/no-code solutions to create efficient workflows and system integrations, minimizing manual processes and enhancing operational efficiency.
• Conducting Business Analysis: Collaborate with cross-functional teams to analyze existing workflows, identify operational inefficiencies, and recommend IT solutions that align with the organization’s strategic goals.
• Documenting IT Processes: Develop and maintain detailed documentation of IT incidents, resolutions, and procedures, ensuring continuity of knowledge and fostering continuous improvement across the team.
• Collaborating on IT Projects: Partner with IT Security, infrastructure, and Project Management teams to support and execute large-scale projects, including system upgrades and software deployments.
• Managing Hardware and Software: Oversee the deployment, configuration, and ongoing maintenance of approved hardware and software solutions within the organization.

You Must Have

• 3+ years of experience providing IT support in a Mac-centric environment, combined with a solid background in business analysis.
• Advanced expertise with operating systems, particularly macOS, with additional knowledge of Windows environments and enterprise software solutions.
• Demonstrated experience in business analysis, with the ability to identify inefficiencies in workflows and propose appropriate IT solutions.
• Proven proficiency with automation tools such as Zapier or equivalent platforms, streamlining business operations through process automation.
• Strong analytical capabilities, with the ability to assess, design, and optimize business processes.
• Excellent communication and interpersonal skills, with a customer service-oriented mindset.
• Relevant IT certifications, such as ITIL, are highly desirable and will be considered a strong asset.
• In-depth knowledge of Video conferencing (Google Meet, Zoom, and Microsoft Teams for individual users and conference rooms), Administration of Google Workspace and Microsoft Office (excluding Exchange), Management tools such as Mobile Device Management (MDM), ticketing systems, password management, antivirus software, VPN, and other standard Enterprise tools.

Wpromote is committed to bringing together individuals from different backgrounds and perspectives, providing employees with a safe and welcoming environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Wpromote.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. For more information on E Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS.