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About The Position
sg360° partners with Fortune 1000 brands to pursue unmatched direct marketing performance, focusing on smarter targeting, stronger messaging, and improved ROI through audience analytics, strategic planning, creative development, production, and distribution. The company offers a comprehensive benefits package including paid time off, holiday pay, health, dental, and vision insurance, life insurance, an education assistance program, short- and long-term disability, wellness resources, identity theft protection, and a 401k with employer match. sg360° is looking for a Help Desk Specialist to support the operation of the help desk and provide technical assistance and support to sg360° users for queries and issues related to computer systems, software, hardware, and other infrastructure issues.
Requirements
- Ability to troubleshoot issues, identify solutions, and appropriately escalate issues.
- Excellent organizational skills and ability to multitask in a dynamic and demanding production environment.
- Excellent problem solving, communication and interpersonal skills, along with patience, and exceptional customer-service orientation
- Knowledge of overall system and network configurations to instruct users, isolate problems, install upgrades, perform maintenance work, and evaluate system usage and performance.
- Knowledge of remote support tools and techniques.
- Understand how to set up and configure a Meraki AP to fix and/or replace.
- Bachelor’s degree in Computer Science or related field from an accredited university; or Associates degree with equivalent work experience
- 1-3 years’ experience supporting/implementing Microsoft technologies and web/networked computing environments.
- Experience working in support environment including managing support tickets, diagnostics, escalation routines, and issue resolution closure.
- Windows 10 & 11 Support
Nice To Haves
- Knowledge of how to configure a port on a switch is a plus.
- Familiarity with Mac OS a plus.
Responsibilities
- Provide support for employees in corporate offices, remote users, and production floor across multiple avenues of contact including email, phone, ticketing software, and dial-in support.
- Perform scheduled maintenance and upgrades on company desktops, laptops, printers, telephones, and badges.
- Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications
- Active Directory tasks limited to creating and disabling users, and providing access within sg360° Security Policy standards
- Support office products and administer tasks in Office 365
- Assess, alert, triage and remediate production outages/incidents.
- Install, configure, and maintain desktop and laptop PCs and peripherals such as printers.
- Install and configure application and operating system software and upgrades.
- Troubleshoot and repair hardware and network connectivity issues.
- Remove old equipment and perform data migration to new machines.
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the user as soon as possible; escalate incidents to other support teams where necessary.
- Other duties that may be assigned
Benefits
- paid time off
- holiday pay
- health insurance
- dental insurance
- vision insurance
- life insurance
- education assistance program
- short- and long-term disability
- wellness resources
- identity theft protection
- 401k with employer match
