Job Description
HLW is built on the belief that exceptional design begins with exceptional people. With a 140-year legacy as a global, award‑winning architecture and design firm, we collaborate with leading clients to shape meaningful, future‑focused environments. Our culture is collaborative, inclusive, and growth‑minded, offering hybrid work flexibility, competitive compensation, and comprehensive benefits. When you join HLW, you become part of a global community that values innovation, mentorship, and long‑term professional growth.
For more information about our culture, we invite you to visit us at www.hlw.com
Position Summary
We are seeking a proactive and detail-oriented IT Technician to provide primary, on-site support for our Santa Monica office. This role serves as the face of IT for the location, managing frontline helpdesk support, end-user hardware, and network infrastructure. You will work closely with our global IT team to ensure consistent service delivery and also contribute to enterprise-wide projects.
Reports to: Director of IT
Job Responsibilities
On-Site Support & Infrastructure Management
- Act as the primary point of contact for all technical inquiries, troubleshooting hardware, software, and connectivity issues for local staff.
- Monitor, prioritize, and resolve helpdesk tickets in accordance with global service level agreements (SLAs), escalating complex issues to the broader IT team as necessary.
- Maintain accurate documentation of local laptop/desktop inventories and manage the IT stockroom to ensure equipment availability.
- Oversee local office hardware deployments, employee onboarding/offboarding, workstation moves, and infrastructure maintenance.
- Assist with system upgrades, implementations, and new technology rollouts, including testing, API adjustments, user training, and documentation.
- Collaborate with technicians across our other studio locations, sharing best practices and participating in collaborative troubleshooting.
- Provide remote technical assistance to other offices as needed, ensuring a unified support experience across the firm.
- Contribute to global IT projects, including the transition to cloud-native workflows and the implementation of updated security standards.
Role Qualifications
Experience: 0–3 years in an IT support role; prior experience in an architecture, engineering, or design firm is strongly preferred.
Technical Proficiency:
- Demonstrated understanding of the Microsoft 365 ecosystem (Windows 10/11, Office, Azure/Entra ID).
- Working knowledge of managing user accounts and policies within Active Directory or Microsoft Entra ID.
- Strong aptitude for hardware repair, OS troubleshooting, imaging software, and workstation deployment.
- A strong customer-service-first mindset, with the ability to translate technical concepts for non-technical users.
- Demonstrated ability to work independently in a remote-office environment while remaining tightly integrated with a distributed team.
- Bonus Qualifications: Familiarity with Autodesk products (e.g., Revit, AutoCAD) and experience supporting design-specific performance hardware.
HLW is committed to supporting the health and wellbeing of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage, life and disability insurance, paid time off, flexible spending accounts, an employee assistance plan, parental leave, financial assistance toward professional licensing and reimbursement for certification exam fees, 401(k), and commuter benefits.
The expected pay range for this position is $30-$35/hour. We will consider relevant experience, qualifications, location, and other job-related factors in determining compensation.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, sexual orientation, protected veteran status, or disability status.