RBW · 8 hours ago
IT Technical Services Lead
Kingston, NY
Full-time
Onsite
Mid, Senior Level
$72K/yr - $89K/yr
5+ years expRBW is a contemporary lighting design and manufacturing studio leading the industry in LED fixtures for hospitality and workplace. The IT Technical Services Lead will be responsible for all technology within the facility, serving as the primary point of contact for IT issues, managing vendor relationships, and ensuring network and security operations are maintained effectively.
ArchitectureInterior DesignPrintingProfessional Services
Responsibilities
Serve as the first point of contact for all IT issues
Accountable for regular technical support in our facilities, including but not limited to computers, laser printers, Zebra printers, video conferencing, and WiFi connection
Manage relationships with third-party providers (Networking, Security, Dev). You are responsible for escalating issues to these experts, managing their timelines, and holding them accountable for results
Manage the Ubiquiti (Unifi/UDM Pro) and Todyl environment
When systems fail, you own the issue from ticket creation to final resolution
You are responsible for identifying the root cause and implementing remedies to prevent recurrence
Lead onsite new hire onboarding (device setup, account access readiness, office setup), ensuring a consistent RBW experience from day one by managing the "physical" side of the People Team partnership—provisioning hardware via Rippling MDM, setting up Google Workspace
Use Notion to document vendor contact workflows, local hardware maps, and troubleshooting guides so that no knowledge is "siloed
Physical upkeep of Kisi Access Control, Google Meet conference rooms, and shop-floor production terminals (Yield MES)
Qualification
Required
5+ Years in IT Support: Experience in a Lead or Senior Help Desk role, ideally in a manufacturing environment
The 'Owner' Mindset: You take it personally when things aren't working. You don't 'pass the buck' to a vendor; you pull the vendor across the finish line
Project Management: Ability to manage multiple vendors and internal stakeholders simultaneously without losing track of the details
Communication: Confident in dealing with factory floor staff, the Director of IT, and high-level external consultants
Technical Intuition: You have a 'knack' for technology that allows you to pick up new SaaS tools and hardware quickly
Primary Hands-On Support: Serve as the first point of contact for all IT issues. Accountable for regular technical support in our facilities, including but not limited to computers, laser printers, Zebra printers, video conferencing, and WiFi connection
Vendor Management: Manage relationships with third-party providers (Networking, Security, Dev). You are responsible for escalating issues to these experts, managing their timelines, and holding them accountable for results
Network & Security Operations: Manage the Ubiquiti (Unifi/UDM Pro) and Todyl environment. You should understand networking fundamentals (IPs, VLANs, connectivity) and work with our partners to ensure Network Availability
Incident Ownership & Root Cause: When systems fail, you own the issue from ticket creation to final resolution. You are responsible for identifying the root cause and implementing remedies to prevent recurrence
Lifecycle & Onboarding: Lead onsite new hire onboarding (device setup, account access readiness, office setup), ensuring a consistent RBW experience from day one by managing the 'physical' side of the People Team partnership—provisioning hardware via Rippling MDM, setting up Google Workspace
Documentation: Use Notion to document vendor contact workflows, local hardware maps, and troubleshooting guides so that no knowledge is 'siloed.'
Facility Tech Maintenance: Physical upkeep of Kisi Access Control, Google Meet conference rooms, and shop-floor production terminals (Yield MES)
Networking: Comfortable navigating Ubiquiti Network Infrastructure. You don't need to be a network architect, but you must be able to troubleshoot a dropped connection or a faulty switch port
Security: Familiarity with Todyl and Rippling MDM to ensure all 55 endpoints stay compliant and patched
Business Systems: General ability to support users in NetSuite (ERP)
Collaboration Tools: Daily administration of G-Suite, Google Voice, Wrike, and Zendesk
Benefits
Health/Dental/Vision Insurance: effective 1st of the month following hire date; low cost premium options
Flexible Spending Account (FSA) & Health Savings Account (HSA) options
Unlimited PTO
Your Birthday Off
5 Wellness days each year
Employee Assistance Program (EAP)
Floating holiday
RBW Holidays: New Year's Day, Martin Luther King Day, Presidents’ Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day & Friday after Thanksgiving, Christmas Day, & additional Christmas Holiday (Christmas Eve, Boxing Day - varies year to year)
Prorated 12-week paid parental leave
Adoption Assistance
401(k) - 3% company contribution after the first year of employment, regardless of individual contribution
Profit-Sharing - 5-year vesting (20% a year, qualifies after the first year of employment) Provided there is a strong and profitable year, the company gifts a portion of the profits to the employees in the form of a retirement contribution
Pre-tax Commuter Benefit program
Life/ADD insurance policy, with an option for voluntary additional coverage
Employer-paid short-term disability coverage
Monthly EV credit towards electric car charging on premises at Kingston Factory
Generous Discount on RBW products
Company
RBW
RBW is a design company.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Alex Williams
Founding Partner, Director of Growth
Theo Richardson
Founding Partner, Director of Innovation
Recent News
2024-10-25
2024-10-24
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