This full-time role sits in our New York office. While we have a hybrid environment, this role is required to be in the office at least 3 days per week per an agreed upon schedule, and additionally as requested.

About you... 

You are a go-getter. You don’t wait to be told what to do, you see an issue and set off to find a solution. You operate well “in the grey,” but can also follow strict processes and protocols when called for.

You enjoy helping others and are patient with them, listening to their needs. A day of solving problems, creating efficiencies, giving proactive updates and keeping your systems tidy is a day well spent. 

You’re professional and approachable, able to work with the most senior leaders within a business and be a strong representation on behalf of a wider team. You know how to resolve all issues in a timely manner while maintaining a high standard of customer service. When you don’t have a solution right away, you put in the work to find the answer and understand when an issue requires escalation.

You are able to be in our NYC office regularly to take tech needs and understand that in this role, presence in the office 3 days per week is a requirement.

You are diligent about follow-up and seen as a roll-up-your-sleeves, whatever-it-takes team player.

If this sounds like you, please read on…

About us...

We are the global communications and marketing consultancy that powers the world's most innovative tech brands. We are a group of expert communicators who are fanatical about tech and are here to help businesses ignite their possibilities. Our local experience and global scale allow us to deliver bold but pragmatic comms guidance to tech companies all over the world. 

When you work with us, we connect and support you in a way that allows you to achieve limitless success and career growth. For years now, we’ve been named a Best Place to Work by PR Week, PRNews and Crain’s New York.

We are connected, ambitious and curious, but most of all we are one team working together to be the global alternative.

We are looking for an exceptional person to join our North America team as IT Systems Support Analyst 

IT Systems Support Analyst are the heart of an IT support team. Reporting to the Global IT Manager, the role will work within a wider IT team to support a growing global business. While largely responsible for US-based inquiries, you’ll also support IT needs across our global network and employee base. You will work with the team to coordinate and manage the IT support system process to ensure integration across teams in response to IT support and implementation requests and help desk tickets.

Daily you will...

• Provide 1st and 2nd line IT support to users across the US office, from our New York office and remotely as requested and/or scheduled.
• Liaise with local suppliers enabling access to IT supplies as and when required
• Maintain the local New York office IT infrastructure
• Plan, configure and deploy all new hire devices, proactively flagging inventory needs 
• Manage, track and handle all off-boarding of employees
• Assist with group and local projects, maintaining excellent communications with the IT Manager on all tasks and projects
• Oversee local network and server configuration maintenance, troubleshooting in the first instance before seeking 3rd level support
• Assist in installing new/rebuilding existing laptops and configuring hardware, peripherals, services, settings, directories and storage in accordance with standards, and project/operational requirements set by your manager
• Research and recommend new technologies, equipment and services to purchase, fully documenting the systems that we put into place
• Exposure to support all SAAS-based services including Office365, Egnyte, Slack, Zoom, Google Suite, and OKTA
• Manage and maintain the fleet of devices
• Overseeing computer security and anti-virus updates
• Assist in developing and maintaining installation and configuration procedures
• Assist IT management to maintain the Hotwire Group AD environment including current and new group policies
• Maintain the organization and inventory of all local office hardware and software
• Create and maintain good user instructions for all applications and processes
• Provide emergency or pre-planned out of hours support when required
• Perform other IT related duties as assigned by line management
• Install, upgrade, configure, and repair local and wide area network hardware and IT infrastructure
• Install and test computers and related network hardware in a LAN/WAN environment
• Help create and maintain network diagrams of local sites
• Train local users on new software and solutions

You’ll Bring...

• Experience working in a fast-paced environment 
• Strong organizational skills, time management and keen attention to detail
• Microsoft MCSA or training for certification, a good knowledge of IT systems and hardware maintenance
• 1-2 years’ experience of helpdesk management and IT 1st/2nd line support
• Great communication and interpersonal skills whilst being incredibly organized
• The ability to be accurate and work to deadlines even under pressure, whilst working co-operatively with others in a team, handling information in confidence and with discretion
• An ability to learn quickly and work without close supervision when necessary
• Experience in both Mac and PC environments
• The initiative to establish your own priorities

Why Us:

• Flexibility – We understand that life doesn’t always fit around the 9-5; and that work/life integration is crucial.
• Global Reach & Opportunity – You will have the opportunity to work within global teams and travel within the US and globally to connect with clients and colleagues.
• Great Benefits - Strong benefits package includes paid time off, holidays, sick leave, cultural celebration days off, paid time off for community involvement, medical, dental and vision insurance, disability and life insurance, 401K match and a paid 6-week sabbatical after every 4 years of continuous employment. Hotwire offers a variety of bonus opportunities to include business development, annual company bonuses and referral bonuses. Additional benefits include wellness allowance, internet, and phone reimbursement.
• Development Opportunities – A strong learning and development program with training opportunities at all levels.
• Autonomy – The freedom and support to be limitless, and the opportunity to own your career and create the future you want.
• Variety – No day is the same as the last. Both within our own walls, and with our clients, we navigate change daily and there’s always an opportunity to stretch your skills, learn something new, seek out a new challenge, and gain expertise. 
• Our Amazing Team – We are connected, ambitious, and friendly. We don’t step on toes to get ahead, we build each other up, develop and teach each other and understand that each person’s individual success is a win for all.

We engage in Thoughtful Working, empowering our talent to determine the best way to work for our clients, our team and Hotwire every single day.

Compensation Range: $58,500-$76,000

The range listed is just one component of Hotwire’s total compensation package for employees, which includes bonus opportunities and a variety of benefits mentioned above. Hotwire takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected work to be performed, required travel (if any), external market and internal value, and internal pay alignment when determining the salary level for potential new employees. A potential new employee’s salary history will not be used in compensation decisions.