Corporate Systems Support Specialist, Americas

About the role

In this position, you will serve as the primary IT support representative at DoubleVerify's New York headquarters. Your responsibilities will include managing end-user hardware, providing technical assistance, and ensuring that all technology-related needs are met efficiently. This role is integral to the smooth functioning of the office, making you a key resource for employees and executives alike. You will be responsible for maintaining the day-to-day technology operations within the NYC office, supporting employees with hardware and software issues, and ensuring that all AV and conference room equipment are operational. Your work will directly impact the productivity and efficiency of the team, and you will collaborate closely with global IT teams to support cross-regional initiatives. This is an on-site role based at the company's NYC Global Headquarters, requiring your presence at the office to provide hands-on support and ensure technology operations.

Key facts

What you'll do

• Provide in-person technical support for hardware, software, networking, and peripheral devices across all departments at the NYC office.
• Support audio-visual equipment for meetings, presentations, and company events, including setup, troubleshooting, and maintenance of conference room AV systems.
• Assist C-level executives and other staff with their technology needs, ensuring their devices and systems are functioning properly and addressing issues promptly and discreetly.
• Manage the procurement, inventory, and lifecycle of IT hardware across the Americas region, including tracking assets and coordinating with vendors for repairs and replacements.
• Conduct onboarding sessions for new employees, familiarizing them with company tools, systems, and security protocols to ensure a smooth onboarding process.
• Maintain and troubleshoot conference room AV systems, including projectors, microphones, video conferencing equipment, and related hardware, ensuring all are operational and ready for use at all times.
• Handle incoming support requests through ticketing systems, documenting issues, tracking resolution progress, and ensuring timely responses to end-users.
• Collaborate with global IT teams to align on support standards, share best practices, and participate in cross-regional initiatives to improve overall IT support services.
• Maintain shared office equipment such as printers, copiers, and other peripherals, ensuring they are operational, stocked with supplies, and properly maintained.
• Support mobile device management and ensure mobile devices used by employees are properly configured, secured, and maintained.
• Assist with basic network troubleshooting, including Wi-Fi connectivity issues and wired network problems within the office environment.
• Support the setup and maintenance of office hardware, including desktops, laptops, and peripherals, ensuring all equipment is configured according to company standards.
• Provide training and guidance to employees on the use of new hardware and software tools, including security best practices.
• Participate in IT projects related to hardware upgrades, office moves, or new technology deployments to ensure minimal disruption.
• Maintain documentation related to IT support procedures, hardware inventories, and user guides to facilitate efficient support and onboarding.

Requirements

• 2 to 4 years of experience providing IT support in a corporate environment, preferably in an on-site role.
• Proficient troubleshooting skills for both macOS and Windows operating systems, with the ability to diagnose and resolve hardware and software issues.
• Experience managing hardware logistics, including procurement, inventory management, and lifecycle tracking.
• Hands-on experience with printers, copiers, and other office peripherals, including troubleshooting and maintenance.
• Familiarity with conference room AV technology, including video conferencing platforms such as Google Meet, Zoom, and MS Teams.
• Knowledge of IT service management or ticketing systems like Freshservice or ServiceNow, with the ability to document and track support requests effectively.
• Experience conducting IT onboarding sessions for new employees, ensuring they are equipped with necessary hardware and understand security protocols.
• Familiarity with Google Workspace support, including troubleshooting and user management, is a plus.
• Experience with mobile device management platforms such as JAMF or Workspace ONE is advantageous.
• Knowledge of identity management platforms like Okta is a plus.
• Excellent communication and interpersonal skills, especially when interacting with senior executives and diverse teams.
• A proactive approach to service delivery, with strong attention to detail and organizational skills.
• Ability to prioritize tasks effectively in a fast-paced environment, managing multiple support requests simultaneously.
• Willingness to support occasional travel to regional U.S. offices to address IT issues or participate in team meetings.

Nice to have

• Experience supporting enterprise-level hardware and software deployments.
• Familiarity with network troubleshooting beyond basic Wi-Fi issues, including wired network configurations.
• Knowledge of security best practices related to endpoint management and data protection.
• Experience working with cross-functional teams on IT projects such as hardware upgrades or office relocations.
• Ability to create and maintain detailed documentation for support procedures and hardware inventories.
• Prior experience supporting AV systems in conference rooms and event spaces.

Skills & tools

• Troubleshooting skills for macOS and Windows operating systems.
• Hardware management and inventory tracking.
• Conference room AV technology support, including video conferencing platforms like Google Meet, Zoom, and MS Teams.
• Ticketing systems such as Freshservice or ServiceNow.
• Google Workspace support and administration.
• Mobile device management platforms like JAMF or Workspace ONE.
• Identity management tools such as Okta.
• Excellent communication and interpersonal skills.
• Organizational and time management skills to handle multiple support requests.

Practical notes

The starting salary for this position will depend on various factors, including your qualifications, experience, and location. The estimated salary range for this role is between $77,000 and $131,000. Additional benefits, bonuses, and equity options may be available. We encourage candidates from diverse backgrounds to apply, even if they do not meet every qualification listed. This role requires on-site presence at the NYC Global Headquarters, with occasional travel to other regional offices in the U.S. to support IT needs or participate in team meetings. The position offers an opportunity to work in a dynamic environment supporting a global company, with room for growth and development within the IT support team.