At OneStream, we're on a mission to empower every Finance organization and professional to exceed their potential. Our global teams span continents, cultures, and time zones, united by a shared purpose as we build the operating system for modern Finance and help organizations move with greater speed, clarity, and confidence.

That mission comes to life through our people. Behind every innovation, customer success, and milestone are talented people working together to make a difference. That's why we're looking for people who are bold enough to think big, authentic in how they lead and collaborate, curious about what's possible, and committed to delivering results.

Want a closer look before you apply? Explore our Careers site to learn more about our people, culture, and benefits.

Summary

The IT Specialist is a Level 1 role in OneStream’s Internal Support team, providing first-line technical support to employees across our global regions. The role resolves day-to-day hardware, software, account and access requests, gets new starters productive from their first day, and is the visible face of IT in the Manchester office. It is a hybrid role, based in the office three days per week to support employees in person and to run the IT side of office events, meetings and presentations. OneStream is an AI-first business, so the role also helps colleagues get started with the company’s approved AI tools, understand what they can and cannot do, and use them safely, while using those same tools to work faster and to improve the knowledge and self-service that reduce repeat requests. The IT Specialist works as part of a global team that shares a single queue, so the role picks up work in priority order, owns it through to resolution, and keeps the requester informed throughout.

Primary Duties and Responsibilities

Provide first-line support to employees in person, by phone, by Teams and remotely, resolving hardware, software, account and access issues and escalating to second line with clear notes when needed.
Pick up tickets from the ServiceNow queue in priority order, own them through to resolution, and keep requesters updated at each stage.
Prepare and deploy laptops and peripherals for new starters and existing employees using Microsoft Intune and Windows Autopilot, and complete joiner, mover and leaver tasks accurately and on time.
Support the IT side of office events, meetings and presentations, including meeting rooms, audio-visual equipment, displays, conferencing and town halls, being on site to set up, test and troubleshoot.
Look after the Manchester office’s day-to-day IT, including workstations, printers, meeting rooms and stock of equipment and peripherals.
Help employees get started with OneStream’s approved AI tools, such as Claude and Microsoft Copilot, answering how-to questions, explaining what the tools can and cannot do, and pointing people to guidance and training.
Handle requests for access to AI tools and help colleagues follow the AI Acceptable Use Guide
Use approved AI tools to work more efficiently, for example to draft knowledge articles, summarise troubleshooting steps and prepare user communications.
Write and maintain clear knowledge base articles and self-service guidance, and flag repeat requests that could be automated or deflected.
Coordinate third-party on-site support for EMEA offices without IT staff, giving technicians clear instructions and confirming the work is complete.
Follow information security practice when verifying users, resetting credentials and granting access.
Provide occasional support outside normal business hours where required and assist the wider IT team with other tasks as needed.
Participate in 24x7 rotating on-call schedule.

Required Education and Experience

2-3 years of experience in IT support, service desk or a similar customer-facing technical role, or equivalent practical experience.
Working knowledge of Windows 11 and Microsoft 365, including Outlook, Teams, OneDrive and SharePoint.
Basic understanding of user account and access administration, such as Active Directory or Entra ID.