Workplace IT Specialist, OKX

• The ideal candidate is customer-focused, technically curious, works well independently, and looks for ways to improve day-to-day IT operations through automation and process improvements
• 2+ years of experience in IT Support, Desktop Support, IT Operations, or a similar enterprise technical support environment
• Bachelor's degree in Information Technology, Computer Science, Engineering, Cybersecurity, or a related field — or equivalent practical experience
• Strong experience supporting macOS in an enterprise environment
• Experience supporting enterprise productivity platforms such as Google Workspace and Lark Suite, with a working understanding of SSO authentication fundamentals, endpoint security, password management, and drive encryption
• Strong troubleshooting and problem-solving skills across hardware, software, operating systems, networking basics, and endpoint technologies
• Fluent, professional English, with the ability to communicate clearly with employees at all levels of the organization, including executive leadership. (Hard requirement.)
• Excellent customer service and interpersonal skills
• Ability to prioritize multiple tasks, adapt to changing priorities, and work effectively in a fast-paced environment
• Ability to work independently as the sole on-site IT presence in New York, with sound judgment on when to escalate to the broader Global IT team
• Comfortable using AI tools to improve productivity, automate repetitive tasks, and produce high-quality documentation

Desirable

• The Workplace IT Specialist ensures a reliable, secure, and high-quality workplace technology experience for employees across our Americas region (including remote US) offices
• Based in our New York office, this role is the primary owner of local office IT and workplace facilities, and the first-line point of contact for Americas region user support
• The role also provides remote backup and support for other Americas region offices as needed, and works as part of our Global IT team
• Second-line support for SaaS platforms and network infrastructure is handled by the broader Global IT team; this role focuses on delivering first-line support and knowing when to escalate
• Deliver responsive technical support for hardware, software, operating systems, business applications, and workplace technology, ensuring timely resolution of employee issues for the New York office and Americas users
• Provide first-line, user-facing support for our collaboration, productivity, and business applications, helping employees resolve day-to-day usage questions
• Manage the local endpoint lifecycle — device provisioning, deployment, maintenance, troubleshooting, asset inventory, and secure device retirement — in line with Global IT standards and security policies
• Partner with HR and hiring managers to deliver smooth onboarding and offboarding: device preparation, account provisioning, access requests, and introducing new employees to IT systems, security practices, and workplace technology
• Serve as the primary point of contact for the local office's workplace technology, including conference room AV systems, video conferencing, VOIP, printers, CCTV, access control systems, and other office infrastructure
• Troubleshoot first-line endpoint, networking, Wi-Fi, VPN, identity, and access issues, escalating to and collaborating with the Global IT Operations team on anything beyond first-line
• Support Global IT initiatives, office moves, technology refreshes, and security projects as they affect the local office and the Americas region
• Create and maintain knowledge base articles, standard operating procedures (SOPs), and technical documentation, using AI-powered tools and automation to improve documentation quality and reduce repetitive work
• Own the local end-user support experience: manage support requests, maintain SLA adherence, spot recurring issues, and suggest improvements to IT service delivery