Qualifications
ISSUES MANAGEMENT AND RESOLUTION
- Analyze issues and formulate solutions
- Troubleshoot system, application and hardware issues
- Ensure customer is updated on ticket progress
- Work directly with customers to solve problems
- Utilize internal IT Knowledge Base to both provide and find solutions to known issues
- Use external information to research and resolve issues when needed
- Consistently update the ticket tracking system with status and fixes
- Properly escalate issues to necessary parties as required
SYSTEM ADMINISTRATION
- Perform routine system maintenance on laptops and desktops
- Document internal IT processes and systems
- Track computer assets according to organizational standards
- Perform backups and restores
- Perform configuration of hardware including drives, network interfaces, memory, processors, and peripherals.
- Perform installation and configuration of software including operating system, patches, and 3rd party products.
- Maintain established computer standards and participate in testing new standards
COMMUNICATION
- Strong interpersonal skills with heavy focus on customer service
- Demonstrate sound written, oral and organizational skills
- Document solutions, systems and procedures
- Collaborate with local and remote teams using provided tools
- Consistently share solutions with peers
- Works effectively as an individual and as part of a team
- Contribute to collaboration channels to share information with team members and large field service team
- Comfortable training small and large groups of people on new IT solutions
RESOURCE & PROJECT MANAGEMENT
- Complete assigned tasks on time
- Ability to follow documented commonly used concepts, practices, and procedures
- Ability to manage multiple constituencies, issues, priorities, projects and goals
- Adhere to team policies and organizational reporting structures
CONTINUOUS IMPROVEMENT
- Gather knowledge of technology changes through training, conferences, books, journals, case studies, and perform product evaluations.
- Share information gathered with other team members
WORK SCHEDULE
- Must maintain a flexible schedule and be available to work non-standard business hours upon request or as needed
- Must be available via cell phone for issue resolution and assistance after hours
TRAVEL
- Local travel between sites may be required
- Occasional travel to sites outside the local area may be required
QUALIFICATIONS AND SKILLS:
- Bachelor's Degree from an accredited university, preferably in Computer Science, Information Systems or equivalent program, or a proven track record of IT experience required
- Basic technical certification in field of expertise (e.g. ACMT, ACSP, ACTC MCP, A+, Network+)
- Minimum 3 years IT experience
- Experience delivering IT solutions within a corporate and/or enterprise environment
- Experience working in a mixed Mac and Windows environment
- Experience implementing best practice processes and procedures
- Knowledge of ITIL best practices required
ADDITIONAL SKILLS
- Experience in the Advertising and/or Marketing industry preferred
- Experience in centrally managed computer environments
- Experience supporting A/V environments not required, but is a plus
- Skills helpful but not required – BitLocker, FileVault, Software Distribution Systems (Altiris, JAMF), Adobe Creative Cloud, Service Now, Bomgar, Font Management Systems
Additional Information
All your information will be kept confidential according to EEO guidelines.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) currently in this position. Employee(s) will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.
This document does not create an employment contract, implied or otherwise, other than an "at-will" relations.