IT Assistant

Welcome

Thank you for your interest in Charcoalblue.

We are looking to employ a capable and personable full-time IT Assistant, to offer vital support to our distributed team. You will undertake a wide range of IT support tasks and will be required to use your own initiative and to be self-motivated. Training in our systems and processes will be provided.

To apply please complete the online application form and submit a short resume (1-2 pages max.) and a cover letter addressing the below prompts:

• Why do you consider yourself to be a suitable person for the role and what would you like from the job?
  
• Which of your previous experiences would you highlight as being particularly relevant?
  
• Describe your experience of supporting and advising staff on software and hardware issues, developing IT tools and systems for SMEs and working alongside outsourced IT support companies.
  
• Highlight any elements of the role where you may need support from us.
  
What are your salary expectations in line with experience (considering our stated salary range)?

We look forward to receiving your application by May. We will only accept applications via our online system.

Interviews will be held remotely (via Microsoft Teams) in May - time and date will be confirmed for shortlisted candidates.

Company Overview

Charcoalblue is widely regarded as the most exciting and innovative theatre, live performance, events, acoustics, AV and technical systems consultancy in the world. We imagine, design, and deliver captivating spaces that entertain, educate, and transform individuals through collective experiences. Guided by listening, collaboration, and a passion for innovation, excellence, emotion, and theatricality, we strive to create extraordinary moments. Since our inception in the UK in 2004, Charcoalblue is now the largest organization of its kind, delivering projects to every corner of the globe. The company is currently made up of five Business Units, plus a global Business Support Team. We operate as a cohesive and collaborative team with studios in London and Bristol in the UK, New York, Chicago, and San Francisco in the US, and Melbourne in Australia.

Description of Role

Key Responsibilities

• First point of contact for day-to-day IT queries via Helpdesk, email, or other support channels (Teams, phone) alongside our external IT support company, Get Support.
  
• Provide a high level of customer service to the employees within your region, responding to queries in a timely manner, and being proactive in finding solutions.
  
• Liaise with external IT support providers and internal management to ensure smooth IT operations.
  
• Manage the purchasing, repairs, and renewals of all IT hardware, including mobile phones, and of all software (both standalone licenses and subscriptions), including transitions to new software platforms.
  
• Maintain records of all IT hardware and software.
  
• Provide IT inductions of hardware and software for new hires, as well as IT closedown and equipment retrieval for departing staff.
  
• Provide necessary coverage and support across the IT team when required.

This list is not intended to be exhaustive and may be subject to alteration over time as the role evolves.

Qualifications and Key Skills

We are open to receiving applications from candidates with a varied range of experience and education. If you meet most of the qualifications below, we encourage you to apply:

Essential

• Minimum 2 years of experience supporting IT purchases, repairs, renewals, and deployment of software and hardware for office staff, or similar experience, within the IT, Computer Engineering, Computer Science, or related field.
  
• Experience as the first point of contact for day-to-day issues and questions from office staff, providing a high level of customer service.
  
• Expert working knowledge of Microsoft Office, Google Workspace, Adobe, and audio/video conferencing systems (i.e., Zoom, Microsoft Teams).
  
Experience in supporting mobile devices and deployment.

Desirable

• Experience partnering with an external IT support company strongly preferred.
  
• Experience providing software administrative support for Bluebeam and Autodesk products a plus.
  
• Strong technical ability and troubleshooting skills for both hardware and software issues.
  
• Experience with supporting users remotely and across multiple time zones.
  
An interest or experience in the arts, events, and/or live performance is a bonus.

Key Skills

• Clear and concise verbal and written communication.
  
• Personable with an ability to adapt your communication style to liaise successfully with our global team, and the ability to employ an awareness of local cultural nuances.
  
• Work well under minimal supervision to multi-task and complete projects and tasks on time.
  
• Able to work in high pressure situations to find timely solutions.
  
Able to adapt in an agile environment.

Working Hours

The role is being offered on an 'at will', non-exempt basis at 40 hours per week.

As an international organisation, the needs of the business are as such that this role requires a flexibility in working hours (which can be variable from week to week) to facilitate project demands and maintain support across our global entities varying time-zones. Working hours patterns will be agreed with your line manager to suit your personal circumstances and the current project load.

The role is subject to a three-month probationary period.

Location

We are currently working in a distributed hybrid model, meaning you will be able to work from your home (or other place of your choosing) with a minimum of 1 day per week in the New York studio. Travel within the US and occasional travel internationally for projects and/or team building will also be required, with advanced notice.



Please note, although the role is distributed, the successful applicant must be based in the New York metro area to effectively meet the current needs of our work and local team, and you should be able and willing to travel to external meetings and our US studios as required, with notice.

Salary

The salary range for this role is $55,000 - $65,000 per year.

Please state your salary expectations in your cover letter in line with your experience.

Charcoalblue intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the total rewards that Charcoalblue provides to compensate and recognize employees for their work. Charcoalblue provides a robust benefits package to help support you physically, financially, and emotionally through the big milestones and in your everyday life. Please visit our careers page for more details.

Take-What-You-Need (TWYN) Leave

Team members have no cap on the number of days they wish to take in any one year. This means you can plan holiday or vacation time or request time when you need it, without the worry of running out of leave days. TWYN leave requests must follow policy guidelines and team members are encouraged to use a minimum of 15 days of paid time off per year (prorated in the first year), in addition to federal and some local public holidays.

Charcoalblue traditionally closes its studios between Christmas and New Years Day, resulting in an additional 4-5 discretionary paid vacation days each year.

Additional Benefits

• To support you in successful hybrid/distributed working, you will receive a laptop and any other associated IT peripherals required for the role.
• You will receive contributions towards your home internet and utilities to enable you to work productively and comfortably.
• You will be eligible immediately to join our 401K plan (employee contributions only). Employer contributions after two years of service.
• You will be eligible immediately for life insurance cover, Short Term Disability and you may take advantage of joining our FSA/Dependents Care plans.
• Following successful completion of the insurance waiting period, you will be eligible to join our company healthcare plan for the duration of your employment.
• Following successful completion of your three-month probationary period, you will receive an allowance for live event tickets each month in line with our policy limits, to keep current with our industry.
• Charcoalblue operates a bonus plan which you will benefit from following successful completion of a three-month probationary period. Please note that this is subject to the company's performance year on year and is not guaranteed.
• You will receive regular check-ins with your line manager to enable you to succeed in the role.

Start Date

June 2024

Equity, Diversity & Inclusion Overview

Charcoalblue is an equal opportunities employer, actively working towards becoming an inclusive organization. We work consistently to ensure elimination of unfair and discriminatory practices within the company and encourage full contribution from its diverse community.

Our mission is to manifest an inclusive ethos by creating a diverse and inclusive working environment across our practice. Recruitment opportunities are open to all, but we are particularly keen to hear from ethnically diverse and disabled candidates, as these groups are currently underrepresented within our teams.

If you require this application in a different format or need support during the application process, please contact Euna Pae via email euna.pae@charcoalblue.com. Equally, please contact Euna if you have any questions in relation to access, or how the role might need to respond to your personal circumstances.

Charcoalblue aims to provide a service that does not discriminate against its clients and customers and works to ensure all can access the services and goods supplied by the company. We believe that all employees and clients are entitled to be treated with respect and dignity.