Job Description

At TWG Group Holdings, LLC (“TWG Global”), we drive innovation and business transformation across a range of industries—including financial services, insurance, technology, media, and sports—by leveraging data and AI as core assets. Our AI-first, cloud-native approach delivers real-time intelligence and interactive business applications, empowering informed decision-making for both customers and employees.

We prioritize responsible data and AI practices, ensuring ethical standards and regulatory compliance. Our decentralized structure enables each business unit to operate autonomously, supported by a central AI Solutions Group, while strategic partnerships with leading data and AI vendors fuel game-changing efforts in marketing, operations, and product development. 

You will collaborate with management to advance our data and analytics transformation, enhance productivity, and enable agile, data-driven decisions. By leveraging relationships with top tech startups and universities, you will help create competitive advantages and drive enterprise innovation.

At TWG Global, your contributions will support our goal of sustained growth and superior returns, as we deliver rare value and impact across our businesses. 

What you'll do:

• Desktop Support & End-User Assistance

• Serve as the first point of contact for IT-related questions and technical support, providing Level 1/2 assistance for macOS (minimal Windows) systems to both remote and onsite users.
• Support onboarding and offboarding by setting up laptops, provisioning accounts, managing access, and maintaining asset inventory.
• Install, update, and troubleshoot productivity tools (e.g., Microsoft 365, Teams, Zoom) and desktop hardware, printers, peripherals, and mobile devices.

• IT Security & Endpoint Protection

• Monitor and respond to endpoint security alerts using tools such as CrowdStrike Falcon.
• Assist with Zscaler client connector setup, policy compliance, and access troubleshooting.
• Support patching and compliance efforts to maintain endpoint security standards.
• Enforce MFA, VPN, and SSO authentication protocols as per company policies.

• Audio/Visual (A/V) Support

• Set up, test, and support conference room A/V systems, webcams, microphones, and cable TV.
• Provide support for collaboration platforms (Zoom, Microsoft Teams, Webex).
• Troubleshoot A/V issues during live meetings and events, including hybrid meeting coordination and live streaming setups.

• AI/Automation Awareness

• Assist IT teams in supporting AI-based automation tools or LLM-based chat systems.
• Document and escalate issues with AI-integrated systems or virtual assistants.
• Support training data gathering or labeling tools used in automation environments.

• General IT Operations

• Track and manage devices, licenses, and IT inventory; participate in endpoint rollout projects (e.g., laptop refreshes, software migrations).
• Maintain internal documentation, IT knowledge base, SOPs, and asset logs.
• Escalate unresolved technical issues to Tier 3 support or infrastructure teams as needed.
• Follow ITIL-based ticketing workflows (e.g., Jira) to ensure efficient incident and request management.
• Help identify and roll out process improvements across the IT function.

Requirements

• 3+ years of experience in an IT support, helpdesk, or junior sysadmin role.
• Familiarity with Outlook, Zoom, MDM tools, and common SaaS platforms.
• Working knowledge of Mac and/or Windows environments.
• Comfort with basic networking concepts (WiFi, VPNs, firewalls, etc.).
• Strong troubleshooting skills and a proactive, customer-service mindset.
• Willingness to roll up your sleeves and learn on the job.

Preferred, but not required:

• Experience with identity and access management tools (e.g., Okta, JumpCloud).
• Scripting knowledge (e.g., Bash, PowerShell, or Python).
• Exposure to endpoint management or asset tracking tools.

Benefits

Position Location 

This position is located in Santa Monica, CA.

Compensation

The base pay will for this position is $110,000-$120,000. A bonus will be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits.

TWG is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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