IT Concierge

The IT Concierge role is a highly visible, front-line position delivering concierge-level technical support. More than a traditional help desk role, this individual acts as a trusted partner to project teams, security team, and business operations—ensuring technology services are seamless, secure, and highly responsive. This position blends technical expertise with exceptional customer service to drive operational excellence across the organization.

• Provide Concierge-Style Support:  Act as the face of IT for internal stakeholders and their clients, delivering courteous, effective, and proactive support for IT systems and A/V needs. Serve as the primary point of contact for Help Desk and experience-related technical support. This includes facilitating AV support for large internal meetings, hosting client and business events, fielding common Help Desk ticket requests, and providing project team related support. 
• Technical Troubleshooting & System Maintenance:  Provide hands-on assistance for system issues, software troubleshooting, and end-user concerns across Windows, Mac, and Linux environments. Maintain system uptime by managing upgrades, patches, and hardware/software refresh cycles. 
• Collaboration & Communication: Work closely with project teams, business stakeholders, vendors, and IT colleagues to ensure needs are met with urgency. Share timely updates and offer transparent communication to enhance trust and reduce downtime. 
• Knowledge Sharing & Documentation:  Create and maintain clear documentation around system configurations, known issues, and resolution paths. Train team members on best practices. 
• Infrastructure Oversight:  Ensure systems are accessible and aligned with business and security needs. Administer and support systems such as help desk software, wireless networks, mobile platforms, Active Directory, A/V platforms (Zoom, Teams). 

• Start the day by checking for overnight system alerts and Help Desk tickets 
• Conduct proactive health checks on A/V setups and core systems 
• Provide in-person support for meetings, on-site client workshops, and occasional after-hours events. 
• Field support requests from project teams and business operations 
• Collaborate with IT teammates to resolve tickets and test new solutions 
• Work with vendors to escalate and resolve technical issues 
• Update documentation 
• Communicate updates and resolved issues 

• Present yourself and the department as professional, reliable, and business-aligned 
• Demonstrate urgency and initiative in addressing technical issues 
• Remain calm and solutions-focused in urgent or time-sensitive scenarios 
• Respond to requests with timeliness, clarity, and professionalism 
• Always seek opportunities to improve user experience and IT operations 
• Comfortable with adapting to new requests as they come in 
• Uses discretion with information and has a high level of trust and integrity

• Associate degree or equivalent experience in Information Systems 
• 2+ years in technical support or help desk roles 
• Strong troubleshooting and interpersonal skills 
• Proficient with Windows, Mac, Linux, Zoom, Microsoft Teams, and A/V tools 
• Familiar with mobile OS (iOS, Android), wireless technologies, Active Directory 
• Able to communicate clearly with both technical and non-technical audiences 
• Professional demeanor and commitment to continuous learning