Temporary IT Support Specialist

Who We Are

Authentic Brands Group (Authentic) is a leading sports, media, entertainment, and lifestyle platform. As the owner of some of the most iconic and beloved intellectual property in the world, Authentic acquires and invests in brands to create long-term value for all stakeholders.

Authentic is a digital-first, asset-light platform at the intersection of culture, commerce, and technology. It brings brands to life and cultivates fandom through powerful storytelling, premium content, and unforgettable live experiences. With nearly 2,000 best-in-class licensing partners across 150 countries and an expansive distribution network, Authentic’s brands drive more than $38 billion in annual systemwide retail sales worldwide.

Why Authentic

You’ll have access to the resources and scale to drive ideas into action and own your career. Our team is rapidly innovating to evolve and define the future of our brands, building the intersection of digital and experiential marketing.

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. Authentic is headquartered in New York City, with offices in major metropolitan cities including Los Angeles and Miami, as well as Toronto, Mexico City, London, and Shanghai.

IT Support Specialist

Authentic is seeking an in-house IT Support Specialist. In this role, you will provide support for all technology at Authentic and deliver onsite support for our offices. As the company grows quickly, we need a hands-on, experienced technology specialist to directly support employees and assist in shaping our technology future.

You are expected to be hands-on, ready to roll up your sleeves, and eager to solve problems. This role reports to the IT Support Lead. Our current technology stack includes both Mac and Windows laptops, Office 365 leveraging Teams, Box, and other marketing and sales technologies (Teams/Zoom Rooms, DTENs, Crestron, Brighsign, etc.).

What You’ll Be Working On

• Resolve daily ticket requests for tier 1 and 2 technical issues, including requests for the US and other regions such as EMEAI and APAC.
• Track and complete all tasks in the IT ticketing system.
• Own communication between end users and escalation for higher-profile issues.
• Maintain strong verbal communication skills with the ability to communicate with technical and non-technical colleagues at all levels.
• Create and/or follow documented procedures; review periodically and suggest, make, or update improvements.
• Interact daily with end users to respond to inquiries, concerns, and requests.
• Support Active Directory, Microsoft Exchange, Office 365 with Teams, and other applications (including managing user and group accounts and permissions).
• Provide executive support when needed or advised.
• Handle local (and remote if needed) onboarding and offboarding, including 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, including printers, A/V equipment in conference rooms, and workstation setup.
• Use remote support tools to guide end users through troubleshooting steps.
• Troubleshoot technical issues across macOS, Windows, and mobile iOS (with approximately 70% MacOS adoption).
• Maintain an inventory of new and existing IT hardware.
• Participate in the after-hours on-call rotation (after-hours support and/or some weekend work 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 resolve hardware and software issues.
• Participate in the planning, execution, and delivery of technical projects as directed by IT leadership.
• Identify areas for process improvement and drive continuous improvement efforts.
• Develop and deliver support and other IT-related reports.
• Collaborate with the team to plan and implement system updates, upgrades, and new technologies as directed by department management.
• Perform other duties as assigned.
• Ability to lift, squat, and move at least 40 lbs.

Must Haves

• 1–3 years’ experience providing end-user support in a mid-to-large business.
• Self-starter who can multitask and prioritize issues based on severity in a team environment.
• Empathetic approach to handling users’ issues.
• Strong knowledge of macOS (70%) and Microsoft OS (30%).
• Experience supporting Box and/or other SaaS-based content storage.
• Experience with automated management and deployment such as JAMF and ConnectWise products.
• Ability to learn new technologies quickly and with minimal guidance.
• Enjoys technical challenges and takes pride in solving them.
• Ability to communicate promptly and tactfully with end users, provide solutions, and route unresolved requests to the appropriate IT team members.
• Thorough understanding of hardware setup and software installations, including Office 365, as well as account setup (email accounts, server access, and VPN access).
• Outstanding organizational and time-management skills, including comfort handling periods of high demand and expediting multiple priorities simultaneously.
• Good knowledge of cybersecurity and data privacy principles.
• Degree in Computer Science or Engineering.

Primary Location & Hourly Range

Primary Location Hourly Range: $25–$30