Information Technology Support Specialist

JOB SUMMARY

Comments

The IT support specialist provides day-to-day administrative functions and problem resolution related to workstations, printer, peripheral and network issues that cannot be resolved by the Enterprise Service Desk (ESD). The Support Analyst must have solid customer service skills as well as technical experience in supporting Windows and MAC Desktop Operating Systems in a “mission critical” environment.

ESSENTIAL FUNCTIONS

Technical Support

Update ticket-tracking system and responds to end-user desktop issues. Issue hardware, printer trouble-shooting, installs software and hardware and applies security patches as well as anti-virus software.

JOB DUTIES & RESPONSIBILITIES

Comments

• Creates and responds to desktop related tickets to determine appropriate corrective actions and/or escalation.

• Must support any and all of the outside locations including the main office.

• Regularly update the ticket tracking system (Remedy) with status and fixes.

• Significant direct interaction with customers, requiring strong interpersonal skills with heavy focus on client relations.

• Installs software and/or hardware peripherals, apply security patches and anti-virus updates.

• Troubleshoots problems by applying established techniques, procedures and specific standards as determined by the End User Engineering Services team.

• May serve as the local office primary point of contact for administration and hardware/software support for new and existing file, print, and application servers.

• Resolves end user’s desktop computer issues, issuing/tracking loaner hardware, printer troubleshooting and configuration.

• Participation in new and existing infrastructure deployments and coordination of projects with IPG End user Engineering Services, Core Services, and Global Networking teams to provide site designs according to documented standards.

• Follows documentation and checklists to ensure a high quality of service thus maximizing efficiency and effectiveness.

• Required to respond to after-hours/emergency support requests as needed.

• Responsible for implementation, issue resolution, escalation and communication.

• Responsible for timely and accurate analysis and system administration.

• Must support all meetings from a technical standpoint including A/V setup and troubleshooting.

• Provide technical support for the New Business Team with pitch related activities.

EDUCATION

DEGREE/DIPLOMA

AREA OF STUDY

REQUIRED/PREFERRED

Associates

Computer Science or related field

Preferred

Bachelors

Computer Science or related field

Preferred

LICENSES & CERTIFICATIONS

N/A

EXPERIENCE

MIN EXPERIENCE

AREA OF EXPERIENCE

REQUIRED/PREFERRED

2 years

Knowledge of all MAC and PC Software and Hardware Equipment

Required

2 years

Ability to Analyze and Solve Semi-Routine and more Moderately Complex Computer Related Problems

Required

2 years

Troubleshooting, Hardware, Network and Remote Access Problems

Required

KNOWLEDGE & SKILLS

Microsoft Office

Proficiency in Microsoft Word, Excel, PowerPoint

Operating Systems

Advanced knowledge of various MAC and PC software and hardware equipment and the ability to analyze and solve semi-routine and more moderately complex computer related problems

Landesk and Casper

Should have some experience packaging and distributing applications with Landesk or Casper

Computer-related technologies and applications

Competency in current and relevant computer-related technologies and applications

Computer Hardware & Software

Must be competent with all major Internet browsers, able to use both Mac & PC, understand browser plugs-ins (Java, Flash, etc.), familiar with tablet devices (Android, iPad) and smartphones

Computer Hardware & Software

Familiar with tablet devices (Android, iPad) and smartphones. Veva.

Adobe Creative Suite

Familiarity with Adobe Creative Suite (Photoshop, InDesign, Illustrator)

Adobe Acrobat

Strong knowledge in Adobe Acrobat

COMPETENCIES

Collaboration

Ability to work effectively in a team environment to build and foster collaborative environment

Communication

Is attentive and shows interest in the subject; Expresses ideas clearly and accurately

Interpersonal Skills

Is able to establish and maintain rapport and build relationships with another

Client Focus

Ability to interact professionally with clients and demonstrates client focused approach to service their needs

Self Management

Practically and objectively identifies one's own performance and abilities; Prioritizes and completes tasks in order to deliver desired outcomes within allotted time frames with minimal or no supervision

Detail Orientation

Acute attention to detail, with an emphasis on consistency and continuity.

Problem Solving

Shows interest in finding the cause of problems, looks for and chooses effective solutions and takes the necessary action to resolve them

Work Ethics

An excellent work ethic

Quick Learner

Thrives on learning and learns quickly.

Resourceful

Resourceful

OTHER INFORMATION

Comments

N/A

STATEMENT OF UNDERSTANDING

We are providing you with this job description as a guideline for your role. Based on your team, your role may vary slightly and you may perform other duties or have other responsibilities that are dictated by business needs. However, if you think that there are elements of this job description that are inaccurate, please speak with your manager and/or HR Partner.

In addition, this job description is not intended to include modifications consistent with providing reasonable accommodation for a disability.

Rate

38-45/hour

The salary range for this position is noted within this job posting. Where an employee or prospective employee is paid within this range will depend on, among other factors, actual ranges for current/former employees in the subject position; market considerations; budgetary considerations; tenure and standing with the company (applicable to current employees); as well as the employee’s/applicant’s background, pertinent experience, and qualifications.

For U.S. Job Seekers

It is the policy of IPG Health and any of its affiliates to provide equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, ethnic origin, gender, gender identity, age, marital status, veteran status, sexual orientation, disability, or any other basis prohibited by applicable federal, state, or local law. EOE/AA/M/D/V/F.