POSITION SUMMARY:
Provide day-to-day administrative functions and problem resolution related to Mac and PC 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 Operating Systems in a “mission critical” environment.
ESSENTIAL FUNCTIONS:
- Creates and responds to desktop related tickets to determine appropriate corrective actions and/or escalation.
- 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 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 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) until some or all these functions migrate to the helpdesk. Facilitates centralization to helpdesk.
- Participation in new and existing infrastructure deployments and co-ordination of projects with IPG IT End User Engineering Services, Core Services, and Global Networking teams to provide site designs according to documented standards.
- Prepares 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:
- Associate degree and/or 3-5 years equivalent computer support work experience required.
- Advanced knowledge of various MAC and/or PC software and hardware equipment required.
- Intermediate to solid LAN/WAN knowledge, as well as the ability to analyze and solve semi-routine and more moderately complex computer related problems.
- Previous experience in troubleshooting, hardware, network, and remote access problems is required.
- Hands-on experience with the latest MAC and/or PC operating systems, Dell/HP Desktop, and Laptops
- Working knowledge of MS O365 Suite (Word, Excel, PowerPoint, Access), Outlook, Edge,
- Must have experience and ability to analyze, diagnose and conclude appropriate actions for issue resolution
- Experience with Helix, Ivanti, JAMF, Sentinel One, Intune MDM
- Knowledge of TCP/IP protocols
- Experience troubleshooting remote access & LAN/WAN/WIFI issues
- Must be Customer focused and present an attitude of teamwork.
- Solid Communication skills required – listening and speaking
- Experience with SharePoint and AI Automation is a plus.
IPG is an equal opportunity employer and we value diversity, inclusion and equity at our company. We do not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, sexual orientation, age, marital status, veteran status, or any other basis prohibited by law.