Senior Specialist, Tech Support Contractor

Macmillan Publishers

  • New York City, NY
  • $36.25 per hour
  • Contract
  • Full-time
  • 26 days ago
Description :The role of Technical Specialist provides white glove service and supports staff across Macmillan to solve their technical problems. They provide high quality support of laptops and desktops as well as various applications, building relationships to ensure the best user experience. They are a self-motivated, team player that puts the user first.We are looking for an in-person contractor based in Austin, Texas for a 3 month term.What you'll do:
  • Provide Tier 2 Windows 10 support (primary) and Tier 2 Mac OS X and application support (secondary)
  • Serve as key contact for troubleshooting technical issues, answering questions regarding upgrades, installations, and other software/hardware/network issues and requests
  • Meet SLA requirements for contacting users and resolving issues/fulfilling requests
  • Provide audio/video support using Google Meet, Zoom and Crestron services.
  • Provide both in-person and remote support
  • Provide event support; local and remote
  • Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to the Manager in a timely manner.
  • Physical relocation of equipment including equipment installations and moves.
  • Perform desktop tasks related to the On-Boarding/Off-boarding process
  • Create and provide documentation on current/new IT processes
What you'll bring:
  • Familiarity of Windows and Mac OS
  • Proficiency with Google Suite, Dropbox, Microsoft Office, and Adobe products
  • Experience working within a ticketing system (preferably ServiceNow)
  • Experience troubleshooting Mobile Devices and MDM (Apple iPhones and iPads, Verizon MiFis)
  • Active Directory (Ability to reset passwords and move machines in OUs)
  • Ability to learn and support Macmillan owned applications and systems
  • Superior customer service skills; able to communicate clearly to users of varying technical knowledge/ability
  • Proactive troubleshooting and problem-solving skills
  • Ability to travel between Macmillan offices as needed
  • Experience with Windows 11 support and LANDesk a plus
Ideal Experience:
  • Minimum of 3 years work experience as an IT Support Specialist in an enterprise environment
  • VIP support experience
  • Ability to adapt to change in a fast paced environment
  • 2 year degree in IT related field or equivalent work experience
This role will have an hourly rate of $36.25.This contractor will be hired through a third party vendor, Headway.Macmillan Publishers is the U.S. trade division of the Holtzbrinck Publishing Group, a large family-owned media company headquartered in Stuttgart, Germany. Its publishing companies include prominent imprints around the world that publish a broad range of award-winning books for children and adults in all categories and formats.U.S. publishers include Celadon Books, Farrar, Straus and Giroux, Flatiron Books, Henry Holt & Company, Macmillan Audio, Macmillan Children’s Publishing Group, The St. Martin's Publishing Group, and Tor Publishing Group. In the UK, Australia, India, and South Africa, Macmillan publishes under the Pan Macmillan name. The German company, Holtzbrinck Deutsche Buchverlage, includes among its imprints S. Fischer, Kiepenheuer & Witsch, Rowohlt, and Droemer Knaur.We are an Equal Opportunity Employer. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, family status, economic background and status, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels. The successful candidate for this position will be an employee of Macmillan Publishing Group, LLC.

Macmillan Publishers