Associate, IT Support Operations Services
Interpublic Group
- San Francisco, CA
- Permanent
- Full-time
- 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.
- 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.
- 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.
- 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.
- 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.
- Complete assigned tasks punctually, adhering to established timelines.
- Ability to follow documented concepts, practices, and procedures.
- Manage multiple constituencies, issues, priorities, and goals effectively.
- Familiarize with and adhere to all information security and compliance rules, regulations, and policies.
- 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 Marketing industry is a plus.
- Previous experience delivering IT solutions in corporate or high-volume environments is advantageous.
- Bachelor's Degree in Computer Science, Information Systems, or equivalent program preferred.
- Relevant IT certifications are advantageous.
- 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
- Required