IT Support Specialist

Who We Are

Authentic is a unified platform that integrates M&A, brand strategy, creativity and digital innovation to unlock the power of its global Lifestyle and Entertainment portfolio. As the world’s largest sports and entertainment licensing company, Authentic connects strong brands with best-in-class partners to optimize long-term value in the marketplace. Its brands generate more than $32 billion in global annual retail sales and have an expansive retail footprint in more than 150 countries, including 13,000-plus freestanding stores and shop-in-shops and 400,000 points of sale. Authentic transforms brands by delivering powerful storytelling, compelling content, innovative business models and immersive experiences. It creates original marketing strategies to drive the success of its brands across all consumer touchpoints, platforms and emerging media

 Why Authentic

 You’ll be able to access the resources and scale, while leveraging innovative technology and nimble environment. What we’re saying is, this isn’t your average day job. If you’re hungry to drive ideas into action and own your career, let’s chat. Our team is rapidly innovating to evolve and define the future of our brands. With the help of some of the brightest minds in retail, marketing, licensing, legal and more, we are building the intersection of digital and experiential marketing to help achieve that mission. We reimagine, evolve and transform brands! At Authentic, we foster an inclusive workplace where diversity of thought and expertise drive competitive advantage. Our global teams are built by go-getters who contribute unique perspectives and push the boundaries of creativity and innovation. Headquartered in New York City, Authentic has offices in major metropolitan cities including Los Angeles and Miami, as well as Toronto, Mexico City, London, and Shanghai.

What You’ll Do

Authentic is looking to hire an in-house, LA-based IT Support Specialist. In this role, you'll be responsible for the support of all technology within Authentic and will provide onsite support for all offices in and around LA and Irvine. Our company is growing fast, and we need a hands-on, experienced technology specialist to both directly support all our employees and assist in shaping our technology future. In this role, you'll be expected to be hands-on, ready, and eager to roll-up your sleeves and solve problems. Our current technology stack consists of both Macs and Windows based laptops, Office 365m leveraging Teams, Box, and numerous other marketing and sales technologies (Teams/Zoom Rooms, DTENs, Crestron, Brighsign, etc.). This role will report to the IT Support Lead based out of NY.

What you’ll be working on

• Resolve daily ticket requests for tier 1 and 2 technical issues. This includes tickets for the US as well as other regions such as EMEAI or APAC.
• Consistently track and complete all tasks in the IT ticketing system.
• Own communication between end users and escalation for higher profile issues.
• Maintain outstanding verbal communication skills with the ability to communicate seamlessly with technical and non-technical colleagues at all levels in the organization.
• Create and/or follow documented procedures; review periodically and suggest or make improvements or updates.
• Daily interaction with end-users in response to their inquiries, concerns, and requests.
• Support Active Directory, Microsoft Exchange, Office 365 w/Teams, and other apps (managing user and group accounts, permissions)
• Provide executive support when needed or advised.
• Responsible for local (and remote if needed) onboarding and offboarding; includes provisioning accounts and equipment for new hires and removing and collecting equipment for offboarding/terminations.
• Train and guide staff in best practices for hardware and software usage.
• Support On-Site office operations (Printers, A/V equipment in conference rooms, workstation setup).
• Use remote support tools to guide end users through troubleshooting steps.
• Troubleshoot a variety of technical issues across different operating systems (macOS, Windows, mobile iOS); we have about 70% MacOS adoption.
• Maintain an inventory of new/existing IT hardware.
• Participate in the after-hours on-call rotation (after hours support and/or some weekend work is expected as required by the business).
• Coordinate and facilitate vendor support for hardware failures and/or maintenance.
• Work one-on-one with employees at all levels to troubleshoot and correct hardware and software issues.
• Participate in the planning, execution, and delivery of technical projects (as directed by IT leadership).
• Identify areas for process improvement; help d