About Us WE is one of the largest communications and integrated marketing agencies in the world. We're independent, we're all about our people - both our clients and our employees - and we believe in the power of communications to move audiences to positive action. For more than 40 years, we have been helping translate complex innovations into powerful, persuasive stories. Our sector expertise across key verticals - including technology, healthcare, consumer, and brand purpose - translates into insights and strategies that are informed, current and credible. We work with companies that are embracing the ever-evolving digital world to reinvent themselves, to deliver new value to their customers to reach them in new ways and ultimately improve people's lives. About The Role Responsible for provisioning and support of all agency and local IT Services Including administrative tasks, hands-on support, and escalations that directly relate to the resolution of our customer's daily workstation experience. Will support the Network and Systms Engineering team as needed and act as the primary escalation point for the Service Desk. Responsibilities
- Coach, mentor, and train members of the GSS Team in procedures, technical troubleshooting, customer service skills, and Waggener Edstrom Worldwide culture.
- Developing professional and technical development of direct reports when assigned. Evaluate employee performance and write team's performance reviews and employee feedback on time when direct reports are assigned
- Act as front-line communications/support for regional internal clients at all levels of organization and communicate ongoing business and client issues with Technology services team. Promote and implement TS strategy. Act as a TS information resource regarding local employee, business, and client issues.
- Administration, hands-on support, and the resolution of escalated technical issues that directly relate to our customer's daily workstation experience including laptops, desktops, Macs, printers, scanners, webcams, mobile computing devices, and all other peripheral devices. Partner with other members of the TS team as appropriate to solve client issues.
- Administration, installation, configuration, hands-on support, and the resolution of escalated technical issues that directly relate to local/regional offices including phone, security, network, server, audio visual, power and air conditioning. Manage troubleshooting through working with vendors as required.
- Manage troubleshooting and resolution of infrastructure outages, security incident response, and emergency response. This may include performing local troubleshooting, vendor outreach, internal escalations, communication, and coordination with the local leadership team.
- Manage Technology Service projects such as office moves / refurbishments, hardware and process roll outs.
- Manage Agency projects as requested. Take ownership for projects segments as required. Manages vendors, negotiating best price and following process for quote, approval and payment.
- Provide call coverage for Service Desk and act as first and second-tier support for Agency employees. (e.g., user visits, walk-ins, Service Desk requests). Support Agency clients and client events both on and off site as required.
- Promote and implement TS strategy and act as information resources for technology services and business and client issues. Bring back regional user-base issues to the TS team.
- Record all incidents and tasks into ITSM software. Record new assets and track movements and re-assignments of existing assets using ITSM software.
Qualifications
- 3-5 years supporting technology in a fast paced environment with direct customer service experience
- Experience in selecting methods and techniques for obtaining solutions for varied and diverse special projects.
- A+ Certification required, preferred certifications include: MCSA or MCSE, ITIL V3 Certificate, MCSA, MCITP, Security +, NET+
- Proven ability to support an IT Service Desk.
- Proven ability to support enterprise OS and application issues effectively
- Experience with ITSM Administration skills, preferably Service Now preferred but not required.
- Prior experience in a global technology environment preferred.
#LI-GY1 Compensation The base annual salary range for this role, applicable across all U.S. locations, is outlined below. The actual salary may vary based on several factors such as business requirements, job responsibilities, skills, experience, and geographical location. Salary Range $66,000-$82,000 USD Benefits As part of our commitment to the success and well-being of our team, regular employees working 20 hours or more per week are eligible for the following benefits:
- Comprehensive benefits program including medical, dental, and vision coverage
- Generous time off including PTO, holidays, annual wellness break, summer Fridays and personal days
- 401k plan including company match and financial wellness support
- 16 weeks of paid parental leave for all employees
- 22-24 weeks paid parental leave when coupled with Short-term disability
- 2 weeks caregiver leave
- Support with home office equipment
- Bi-annual Wellness Credits
- Monthly Technology Credit (to offset internet / phone costs)
- Community Engagement Days
- Learning and Development Programs for our employees
Equal Opportunity: WE provides equal employment opportunity and does not discriminate against an employee or applicant because of age, race, color, religion, gender, national origin, veteran status, disability, sexual orientation, gender identity or expression, marital status, or other legally protected class status. Diversity and Inclusion: WE values a diverse and inclusive workforce and is committed to creating a workplace where everyone thrives. We promote an atmosphere in which diversity of people and ideas are welcomed and valued. Diversity includes differences in race, religion, gender identity or expression, age, lifestyle, ethnic background and sexual orientation as well as differences in experiences and ideas. As of April 2024, North America non-remote employees are required to come into the office 3 days a week.