Part-Time Technology Support Apprentice

About Athena

Athena is a creative place for leaders, risk-takers, creative thinkers and boundary-pushers. We partner with organizations looking to transform their presence, reputation, and performance. For over ten years, we’ve delivered business insights, marketing strategies, and brand activations for leading organizations in industries ranging from telecommunications to major league sports.   

Our people make Athena, Athena. They’re what help set us apart from traditional ad agencies and consultancies. As a Philadelphia Inquirer Top Workplace for three years running, we take pride in fostering a work environment where passion meets excellence. Our people are solutions-oriented individuals who eagerly roll up their sleeves to make work that works while sharing a couple of laughs along the way.    

About the Position

The Technology Support Apprentice will primarily provide on-site (office) support for Athena’s end-users, Windows and Mac desktops, and cloud Information Systems, within Athena’s Information Security framework. As part of our Information Systems team, the Technology Support analyst will provide hands-on and remote expert support to end users for computer, application, system, device, access, and hardware issues. Will respond to telephone, email, and on-line requests for technical support and cloud Information Systems requests. Will document, monitor, and track the problem using Athena’s issue ticketing platform. Will create and update end-user and department facing documentation for standardized processes, applications, and systems. Will review standard logs and report, respond to, and escalate any system security issues that arise. 

The person in this position may have access to sensitive Athena Information and is expected to handle such information with integrity and professionalism. 

Requirements

Essential Functions

• Responds to employee issues via ticket, phone, in-person, e-mail, and chat 
• Solves a broad range of day-to-day on-site technical issues in a mixture of Mac, PC, iOS, and Android networked endpoints 
• Troubleshoots / installs / updates software failures (for both PC and Mac) and identifies network problems when they relate to user computers and peripherals 
• Maintains, analyzes, troubleshoots, and repairs computer hardware and peripherals 
• Manages endpoints, related patches, and anti-malware via Manage Engine and Jamf Management consoles 
• Manages Microsoft Azure Users and Groups, and Microsoft 365 User and System features and licenses 
• Performs regular system health checks and log reviews and responds to and/or escalates detected issues as necessary 
• Provides technical support, maintenance, and installation for AV systems including Logitech conference room technology and in-house event setups 
• Monitors, manages, and reconciles Asset inventories and levels within Athena’s asset tracking system, including but not limited to physical equipment and software licenses 
• Installs and performs preventive maintenance of computer software / hardware systems 
• Assists in determining suitable software / services to meet user requirements 
• Provides ticket status updates to end users, support desk, and management as required including updating ticketing systems (with attention to detail in the documentation) 
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support 
• Develops and maintains system and process documentation 
• Trains and assists Athena end users on commonly used technical concepts, practices, and procedures to enhance their use and understanding of the tools and systems allocated to them 
• Performs ad-hoc and scheduled audits of assets and access to systems 

Non-Essential Functions

• Continues to deepen job-specific knowledge and become an SME in the assigned job functions through ongoing research & relevant trainings, sharing learnings with the team about identified trends, products, and services. 
• Adheres to all applicable confidentiality and data security guidelines and ensures the appropriate handling of sensitive information 
• Attends relevant staff meetings to promote communication and execution of goals 
• Other duties as assigned within the scope of position expectations 

Knowledge, Skills and Ability

In order to achieve Our Mission, Vision and Values, Athena Global Advisors identified a set of values that serve as our guiding light and that we continually aspire to attain. At Athena, it is expected that all employees will demonstrate: 

• Critical Thinking - using logic and reasoning to identify the strengths and weaknesses of alternative solutio