Contingent work is an excellent fit for individuals seeking career flexibility and non-traditional work arrangements, while still being highly motivated to deliver exceptional results in dynamic, high-profile environments. In this assignment, you will be working with Coinbase through our Managed Service Provider—partnering with one of the most influential cryptocurrency companies in history, dedicated to empowering their customers’ success through innovative solutions.

 

Role Overview

The IT Service Desk team delivers global, high-touch support that keeps Coinbase employees productive and secure wherever they work. This role will serve as the onsite IT anchor at the New York Hub, with a primary focus on delivering a best-in-class, in-person Day 1 onboarding experience for new employees.

In addition to onboarding support, this role will partner closely with IT Procurement and IT Operations to help manage hardware lifecycle, logistics, and asset management activities that support the New York Hub and our broader global environment. This is a hybrid role based in the New York Hub with a strong expectation of in-office presence aligned with onboarding schedules and site support needs.

What You’ll Be Doing

• Deliver a white-glove, in-person onboarding experience at the New York Hub, including device preparation, Day 1 setup, and Day 2 follow up to ensure new employees are fully operational.
• Deliver day to day technical support across hardware and software platforms for users ranging from highly technical to non technical.
• Support Coinbase SaaS applications, compliance processes, onboarding and offboarding workflows, and troubleshooting for conference rooms and onboarding event spaces.
• Partner with IT Procurement by triaging and resolving procurement related tickets, assisting with order fulfillment, maintaining asset records, and ensuring accurate inventory and lifecycle tracking.
• Ensure proper chain of custody and compliance when provisioning and distributing devices to new employees, including validating device assignments, maintaining accurate asset records, and updating inventory systems in cases of device replacement, DOA hardware, or break-fix scenarios.
• Learn, document, and support new applications, processes, and procedures while continuously identifying opportunities to refine workflows, improve operational efficiency, and scale support through AI powered tools and automation.
• Leverage AI assisted support tools and modern automation platforms to improve troubleshooting speed, documentation quality, and overall employee support experience.
• Create and maintain clear documentation for IT peers and employees including onboarding guides and troubleshooting documentation.
• Coordinate with vendors and partners to support hardware RMA processes, replenishment cycles, and logistics operations.
• Provide first line troubleshooting for network connectivity issues including wired and wireless connections, escalating to the Network team when necessary.
• Support onsite IT needs for onboarding surges, events, and executive visits to ensure a seamless employee experience.

What We Look For

• Strong hands-on technical support experience with macOS, iOS, ChromeOS, and Android, plus working knowledge of Windows and/or AWS WorkSpaces.
• Experience using Jira Service Desk or a similar enterprise ticketing platform, including queue management, SLA adherence, and documentation best practices.
• Solid networking fundamentals and troubleshooting ability including TCP/IP, DNS, WiFi, VPN, and basic switch diagnostics.
• Administration experience with platforms such as Google Workspace, Atlassian, Okta, Jamf, and Slack or equivalent enterprise tools.
• Strong troubleshooting methodology and root cause analysis skills, particularly in complex or cross team scenarios.
• Excellent written and verbal communication skills with the ability to explain technical concepts to non technical users and provide calm, confident onsite support.
• Strong time management and prioritization skills with the ability to balance onboarding sessions, onsite support needs, and ticket based work.
• A mindset focused on leveraging AI assisted tooling and automation to continuously improve service delivery and operational efficiency.

Nice to Haves

• Experience project managing medium scale IT rollouts such as hardware refresh programs, new tool deployments, or onboarding surges.
• Experience working in an agile or sprint based IT operations environment.
• Prior experience supporting or building a hub style onsite support model or similar high volume office support environment.

Adjust as needed

Benefits offered: Medical, Dental, Vision, 401K

Magnit Global (the operator of this Talent Community) is a global leader of contingent talent services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.