Associate, IT Support Operations Services

Position Summary:

The Associate role entails delivering daily operational technology support, overseeing inventories, documenting licensing, and conducting other technology-related tasks for multiple customers across multiple IPG agencies autonomously. The candidate will uphold a standard of excellence in operational support and devise innovative solutions for our employee population. Creativity, dynamism, and a commitment to decisive action underpin this role, ensuring successful support outcomes. Consistent documentation of solutions and systems is a key responsibility. Extensive interaction with the customer community, both in-person and remotely, characterizes this position, necessitating robust communication skills—both verbal and written—with a strong emphasis on customer service and problem-solving. This position involves the day-to-day operations and support of an IPG federation consisting of multiple agencies, each with distinct processes and requirements tailored to their respective industries.

 Essential Functions: 

Issues Management and Resolution:

• Work directly with customers to solve problems, addressing issues ranging from VPN connectivity to email complications and account lock outs.
• Troubleshoot remote end-user incidents, including those related to VPN, MFA, and Email systems.
• Analyze and resolve system, application, and hardware issues, documenting solutions for future reference.
• Possess a strong working knowledge of both Windows and Mac/OSX operating systems.
• Experience supporting MS Office, Outlook, Teams, Slack, and other SaaS applications is desired.
• Familiarity with support tools such as Ivanti, JAMF, and Helix to streamline and track issues to resolution.
• Utilize external resources to research and resolve complex issues when necessary.
• Consistently update the Helix ticket tracking system with status and implemented fixes.

Systems Administration:

• Assist in routine desktop systems maintenance to ensure compliance with organizational standards.
• Deploy assets efficiently using AutoPilot and JAMF Cloud services.
• Install and configure desktop hardware and software, accurately tracking assets throughout their lifecycle.

Audio Visual Support:

• Maintain ongoing knowledge of AV systems including Crestron, MS Surface Hubs, Teams Rooms, and other miscellaneous solutions.
• Ensure AV systems are consistently operational, collaborating with external vendors for troubleshooting when needed.
• Maintain familiarity with AV platforms such as Teams, Zoom, and BlueJeans for effective support.

Communication:

• Demonstrate strong verbal and written communication skills.
• Prioritize customer service with excellent interpersonal skills.
• Document solutions, systems, and procedures for knowledge sharing.
• Keep IT management informed of issues, projects, and work status.
• Collaborate effectively within a North American team, adhering to established policies and reporting structures.
• Provide timely updates to customers and the service desk regarding issue status and resolutions.

Soft Skills:

• Comfortably support C-level executives in a fast-paced environment.
• Exhibit self-motivation and autonomy in work tasks.
• Provide solutions to ensure user satisfaction and productivity.
• Assist in documenting processes and systems for future reference.

Resource & Project Management:

• Complete assigned tasks punctually, adhering to established timelines.
• Ability to follow documented concepts, practices, and procedures.
• Manage multiple constituencies, issues, priorities, and goals effectively.

Security and Compliance:

• Familiarize with and adhere to all information security and compliance rules, regulations, and policies.

SALARY RANGE 

The salary range for this position is $65,000.00 to $75,000.00. 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.

EXPERIENCE, SKILLS AND EDUCATION REQUIREMENTS: 

• Minimum 3 years of IT experience preferred, with a focus on a heterogeneous technical environment.
• Strong MAC/PC cross-platform skills are desirable.
• Experience in the Advertising and/or Marketi