<strong>Who You'll Work With<br><br></strong>You are someone who thrives in a high-performance environment, bringing a growth mindset and entrepreneurial spirit to tackle meaningful challenges that have a real impact.<br><br>In return for your drive, determination, and curiosity, we’ll provide the resources, mentorship, and opportunities to help you quickly broaden your expertise, grow into a well-rounded professional, and contribute to work that truly makes a difference.<br><br>When you join us, you will have:<br><br><ul><li>Continuous learning: Our learning and apprenticeship culture, backed by structured programs, is all about helping you grow while creating an environment where feedback is clear, actionable, and focused on your development. The real magic happens when you take the input from others to heart and embrace the fast-paced learning experience, owning your journey.</li><li>A voice that matters: From day one, we value your ideas and contributions. You’ll make a tangible impact by offering innovative ideas and practical solutions, all while upholding our unwavering commitment to ethics and integrity. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes.</li><li>Global community: With colleagues across 65+ countries and over 100 different nationalities, our firm’s diversity fuels creativity and helps us come up with the best solutions. Plus, you’ll have the opportunity to learn from exceptional colleagues with diverse backgrounds and experiences.</li><li>Exceptional benefits: On top of a competitive salary (based on your location, experience, and skills), we provide a comprehensive benefits package to enable holistic well-being for you and your family.<br><br></li></ul><strong>Your Impact<br><br></strong>You will work out of our San Francisco office to deliver operational technology excellence with the instincts of a trusted advisor—providing a concierge-grade, end-to-end customer experience that resolves issues quickly and enables colleagues to work smarter. You treat every interaction as an opportunity to leave colleagues more capable and confident than before.<br><br>You serve as a trusted advisor to office colleagues and the wider IT service teams, delivering support, building awareness, and improving adoption of Firm tools, solutions, and services. You play a critical role in providing technology and services that meet customer and location needs for two offices: the San Francisco office and the Silicon Valley office<br><br>Your role is equally focused on operational excellence and proactive advisory support—both dimensions are essential to your success.<br><br>Operational Support & Incident Management<br><br>This role will be assigned to two worksites, the San Francisco office (primary) and the Silicon Valley office. The role will provide onsite support in San Francisco 4 days per week and Silicon Valley 1 day per week, subject to change, to provide on-site support and ensure the offices’ technology environments meet the Firm's service standards. You may also be required, as needs arise on an ad hoc basis, to travel to other sites or Firm offices to provide coverage.<br><br>IT Bar Support: You provide walk-in IT Bar support during core office hours, assisting colleagues with workplace technology needs and delivering timely, concierge-level, face-to-face resolution for urgent in-office issues.<br><br>Incident Triage & Ownership: You perform real-time incident triage, resolving issues locally where appropriate and escalating to the Global Help Desk or vendors when remote or specialist expertise is required. You clearly document the resolution path and outcome and take end-to-end ownership of every issue.<br><br>Proactive Monitoring: You proactively monitor the health of office technology, identifying and resolving system, device, and environment issues before they impact productivity rather than waiting for them to be reported.<br><br>Onboarding: You support account provisioning, access management, and new-hire onboarding activities, including Jamf/Windows enrollment, VPN, email access, and other day-one setup. You also deliver technology orientation so new colleagues can use their devices confidently from day one.<br><br>Conference Room & AV: You manage conference room and collaboration technology, including AV equipment, Zoom and Teams room readiness, pre-meeting validation, and live meeting support.<br><br>Hardware & Asset Management: You provision, deploy, recover, and maintain hardware, loaner devices, peripherals, and printers throughout their lifecycle. You regularly conduct inventory checks and accurately update asset management systems to ensure all assets are accounted for.<br><br>Office Readiness: You coordinate office readiness activities, including vendor engagement, infrastructure coordination, Office Without Local IT (OWL) visit scheduling, and coverage planning. to provide on-site support and ensure its technology environment meets the Firm's service standards.<br><br>Event Support: You partner with Global Events teams to deliver end-to-end event technology support, ensuring technology readiness, resolving issues in real time, and providing a seamless experience throughout the event lifecycle. Success means zero technology-related disruptions.<br><br>Documentation & Insights: You maintain accurate CRM and ServiceNow documentation while capturing recurring issues and insights that help improve local service delivery.<br><br>Colleague Enablement & Advisory<br><br>Trusted Advisor & Proactive Outreach: You proactively engage colleagues, taking time to understand how they use technology and offering timely, relevant guidance. You anticipate needs and provide concierge-style support rather than simply responding to requests.<br><br>Bridge to Product Teams: You act as the connection between colleagues' day-to-day experiences and the evolution of global IT products, translating recurring pain points and emerging needs into actionable feedback that drives continuous improvement across the Firm.<br><br>Just-in-Time Enablement: You turn everyday support interactions into learning opportunities by identifying adoption gaps and helping colleagues build capability in the flow of their work. Every resolved issue is also an opportunity to empower someone to be more self-sufficient.<br><br>Self-Service Adoption: You educate and empower colleagues to use Global Help Desk channels and self-service resources effectively, helping them choose the most appropriate support path and build confidence in resolving future issues independently.<br><br>AI & Technology Awareness: You champion awareness and adoption of new technologies by educating colleagues on Firm tools and facilitating AI and technology enablement sessions (such as Cursor, Claude, Tech Sessions, and GenAI Days) that drive meaningful adoption—not just attendance.<br><br><strong>Your Qualifications and Skills<br><br></strong><ul><li>3+ years of experience in corporate IT support, desktop support, workplace technology, service desk, or professional services environments. </li><li>Bachelor's degree or equivalent practical experience preferred. </li><li>Strong ownership, organizational skills, accountability, and attention to detail. </li><li>Excellent customer service, communication, and stakeholder management skills, with the ability to build trusted relationships across all levels of the Firm. </li><li>Excellent written and verbal communication skills in English </li><li>Experience supporting Microsoft Windows, macOS, Microsoft 365, Zoom, Microsoft Teams, mobile devices, AV technologies, and endpoint management platforms such as Jamf. </li><li>Ability to troubleshoot complex technical issues, make sound escalation decisions, and manage multiple priorities independently. </li><li>Experience maintaining accurate operational records using ServiceNow or comparable IT service management platforms. </li><li>Ability to identify service improvement opportunities through recurring issue analysis, operational data, and colleague feedback, and effectively communicate insights to global product teams. </li><li>Ability to facilitate technology training and communicate technical concepts clearly to non-technical audiences. </li><li>Demonstrated curiosity and interest in emerging technologies and AI-enabled productivity tools, with the ability to learn, demonstrate, and champion new technologies. </li><li>Ability to work in person, travel regionally as required, and safely handle workplace technology equipment and peripherals.</li></ul>