POSITION SUMMARY:
Provide day-to-day administrative functions and problem resolution related to desktop workstations printer, peripheral, and network issues that cannot be resolved by the Enterprise Service Desk (ESD). The Deskside 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:
- Creates and responds to desktop related tickets to determine appropriate corrective actions and/or escalation.
- Imaging and shipping new hire devices
- Handling change-management request
- Regularly update the ticket tracking system 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
- Troubleshoots problems by applying established techniques, procedures and specific standards as determined by the End User Engineering Services team.
- Resolves end user’s desktop computer issues, issuing/tracking loaner hardware, printer troubleshooting and configuration
- Provides or assists with user administration (adds, changes, deletes, disk space management, backups, and file restore).
- Assist in preparation of documentation and checklists to ensure a high quality of service thus maximizing efficiency and effectiveness.
- Expected to work closely across all IT disciplines for problem resolution.
- Performs related duties as assigned or requested.
EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:
- Some knowledge of various MAC and/or PC software and hardware equipment is preferred.
- Familiarity with LAN/WAN knowledge, as well as the ability to analyze and solve semi-routine and more moderately complex computer related problems.
- Familiarity with troubleshooting, hardware, and remote access problems.
- Hands-on experience with the latest MAC and/or PC operating systems, Dell/HP Desktop, and Laptops.
- Some knowledge of MS Office Suite (Word, Excel, PowerPoint, Access), Outlook, Internet Explorer.
- Must have experience and ability to analyze, diagnose and conclude appropriate actions for issue resolution.
- Knowledge of TCP/IP protocols.
- Willingness to learn and adaptability skills.
- Must be Customer focused and present an attitude of teamwork.
- Solid Communication skills required – Written, listening and speaking.
SALARY RANGE:
The salary range for this position is $60,000 to $65,000. 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.
BENEFITS OF JOINING IPG:
One of our primary goals is to support the health and well-being of you and your family. Our compensation plan includes the following benefits, in addition to many others:
- Healthcare Options
- Medical
- Dental
- Vision
- Prescription
- Dependent and Health Care Flexible Spending Accounts
- 401(k) savings plan with company match
- Flexible based Paid Time Off
- Employee Assistance Program
- Legal Assistance Plan
- Tuition Reimbursement
- Employee Stock Purchase Plan
- Exclusive discounts on cell phones, gyms, and everyday purchases
IPG is an equal opportunity employer and we value diversity inclusion and equity at our company. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, national origin, gender, sexual orientation, age, gender identity, marital status, citizenship, disability, genetic information or veteran status or any other basis prohibited by applicable federal, state or local law.
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