IT Support Specialist

Unboxed Group; Los Angeles (CA); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health Insurance

401k enrollment options

Unlimited PTO

Job summary

Unboxed Group is seeking a proactive IT Support Specialist to be the go-to resource for the team’s day-to-day technology needs. You’ll keep people productive, onboard and offboard staff smoothly, document IT workflows, and create user guides for internal tools built by engineering.

The role emphasizes clear communication with non-technical staff, hands-on troubleshooting across macOS/Windows, and enterprise-grade device management.

Qualifications

• 1 to 3 years of experience in IT support, help desk, or a similar role.
• Hands-on experience troubleshooting macOS and Windows.
• Working knowledge of Google Workspace administration.
• Familiarity with Slack and Zoom administration.
• Clear written and verbal communication skills, especially with non-technical users.
• Ability to write clear, step-by-step documentation and user guides that non-technical staff can follow.
• Comfortable learning new internal tools quickly and explaining them to others.
• Comfortable working independently on a small team.
• Reliable, organized, and strong at follow-through.

Responsibilities

• Serve as the first point of contact for staff support requests via Slack, email, and in person, resolving Level 1 issues quickly.
• Track requests to completion and escalate anything beyond Level 1 to the engineering team with clear notes on what was tried and what was observed.
• Troubleshoot printers, conference room AV, and Wi‑Fi issues, and coordinate with building management on network issues at the office.
• Flag security concerns, including phishing, lost devices, and suspicious access, immediately.
• Set up, configure, and troubleshoot Macs, laptops, and peripherals using Apple Business MDM and Chrome enrollment.
• Manage user accounts in Google Workspace, including creating, updating, suspending, and offboarding accounts, following documented procedures.
• Run onboarding and offboarding checklists for new hires and departing staff, including device handoff and access setup.
• Keep device inventory and license records accurate and up to date.
• Document IT workflows and procedures, including onboarding, offboarding, device setup, and common fixes, in a shared knowledge base.
• Update documentation as tools and processes change so it remains accurate and easy to follow.
• Create and maintain end-user guides for tools and systems built by engineering, such as Airtable-based tools and automations.
• Partner with engineering to understand how each tool works, and test guides with real users to ensure they are clear for non-technical staff.
• Support events and offsite productions with loaner equipment and remote troubleshooting as needed.
• Prepare and track loaner devices so equipment is ready, accounted for, and returned after each project.

Skills

macOS troubleshooting

Windows troubleshooting

Clear communication

Documentation writing

Training non-technical staff

Independent work

Organization and follow-through

Event support mindset

Tools

Google Workspace admin

Slack administration

Zoom administration

MDM tools

Airtable

Scripting basics

Job description

Company Overview

Unboxed Group is a global creative agency specializing in crafting unforgettable brand experiences. Headquartered in Los Angeles, with events executed nationally, our team translates ideas into captivating narratives, seamlessly connecting imagination and reality.

Position Overview

We’re looking for a proactive, people-first IT Support Specialist to be the go-to resource for our team’s day-to-day technology needs. Our team builds large-scale creative productions on tight timelines, and our technology needs to work the first time, every time. You’ll keep people productive, onboard and offboard staff smoothly, document how IT work gets done, and create user guides for the internal tools our engineering team builds. The ideal candidate is patient, organized, great at explaining technical topics to non-technical people, and knows when to escalade to engineering.

Job Responsibilities

• Serve as the first point of contact for staff support requests via Slack, email, and in person, resolving Level 1 issues quickly.
• Track requests to completion and **escalate** anything beyond Level 1 to the engineering team with clear notes on what was tried and what was observed.
• Troubleshoot printers, conference room AV, and Wi‑Fi issues, and coordinate with building management on network issues at the office.
• Flag security concerns, including phishing, lost devices, and suspicious access, immediately.

Devices, Accounts & Access

• Set up, configure, and troubleshoot Macs, laptops, and peripherals using Apple Business MDM and Chrome enrollment.
• Manage user accounts in Google Workspace, including creating, updating, suspending, and offboarding accounts, following documented procedures.
• Run onboarding and offboarding checklists for new hires and departing staff, including device handoff and access setup.
• Keep device inventory and license records accurate and up to date.

Documentation & Training

• Document IT workflows and procedures, including onboarding, offboarding, device setup, and common fixes, in a shared knowledge base.
• Update documentation as tools and processes change so it remains accurate and easy to follow.
• Create and maintain end-user guides for tools and systems built by engineering, such as Airtable-based tools and automations.
• Partner with engineering to understand how each tool works, and test guides with real users to ensure they are clear for non-technical staff.

Event & Production Support

• Support events and offsite productions with loaner equipment and remote troubleshooting as needed.
• Prepare and track loaner devices so equipment is ready, accounted for, and returned after each project.

Qualifications

• 1 to 3 years of experience in IT support, help desk, or a similar role.
• Hands-on experience troubleshooting macOS and Windows.
• Working knowledge of Google Workspace administration.
• Familiarity with Slack and Zoom administration.
• Clear written and verbal communication skills, especially with non-technical users.
• Ability to write clear, step-by-step documentation and user guides that non-technical staff can follow.
• Comfortable learning new internal tools quickly and explaining them to others.
• Comfortable working independently on a small team.
• Reliable, organized, and strong at follow-through.

Nice to Have

• Experience with MDM tools (Apple Business Manager, Jamf, or similar).
• Familiarity with Airtable.
• Experience creating screenshots, screen recordings, or short training videos.
• Experience in event production, creative agencies, or other deadline-driven environments.
• Basic scripting experience (Google Apps Script, Bash, or Python).
• Knowledge of endpoint security basics (EDR, disk encryption, patching).

Additional Requirements

• Flexibility to work non-traditional hours to support events and offsite productions as needed.
• Physical requirements include sitting for extended periods and lifting/moving equipment of up to [25] pounds.
• Pay: $70,000-$80,000 per year
• Time Off: Unlimited PTO to ensure you stay refreshed and inspired.
• Benefits: Health Insurance & 401k enrollment options.

Unboxed Group, LLC is an equal opportunity employer. Qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.