Job Title: Helpdesk Technician

Location: Remote support

Brace your career – you’re going beyond the science quo with Spectrum. We’re the integrated marketing, communications and media agency that’s out of this world. We’re fiercely independent and 100% science-focused so we can go where other “science-light” agencies can’t or won’t. Together with superhuman strategy, atomic creative, intermedia magic, interwoven ingenuity and indomitable innovation we dream beyond the realm of the possible – and do it.

Summary of the Role

The Helpdesk Technician will be responsible for providing day-to-day IT support across the agency alongside the IT Team. This person will have exceptional client services skills, be a resourceful and effective problem solver, and have an interest in being part of a growing IT team.

Job Responsibilities

• Work with support partner in resolving Helpdesk tickets submitted by the user
• Provision of the laptops for new hires in coordination with our support partner
• Provide support to end users through direct communication to resolve urgent or priority requests; this involves identifying problems, researching answers, and guiding users through next steps.
• Escalate unresolved/challenging issues to senior level support and/or vendors and contractors in a timely manner.
• Support with the onboarding and offboarding of employees, including leading overviews laptop shipping and sharing IT documents.
• Regularly demonstrates initiative in supporting the customer outside of expected job assignments
• Utilize strong problem-solving to solve complex technical problems alongside the IT team.
• Provide user support after hours and on weekends as needed.
• Assist in all agency activities from an IT perspective.
• Manage the shipment of agency equipment.
• Oversee the inventory of IT equipment and assets, ensuring accurate counts of all equipment.
• Performs other IT related duties as directed and assigned by VP, Information Technology.

IT Requirements

• 1 year experience in general IT troubleshooting and Helpdesk (Tier 1 and Tier 2 hardware and software).

• 1 year experience in supporting Win 10.
• 1 year experience in Microsoft Office 365 support.
• 1 year experience in Apple devices (Mac OSX and iOS) support.
• 1 year experience in PC hardware and software support and troubleshooting.
• Basic knowledge of dealing with ticketing systems and managing/prioritizing workload and multiple support requests.
• Ability to travel for company locations when needed to support IT infrastructure and needs.

Desired Skills and Qualifications:

• Minimum 2 years college degree in IT or computer science.
• Professional IT certificate on computer support (hardware and software), preferred.
• Experience in supporting AV systems (office TVs, projectors, conference room systems, etc.)
• Experience in supporting conferencing solutions (Zoom, WebEx, Teams, etc.)
• Experience in training end-users.

• Attention to detail and ability to multi-task talking to customers while performing technical computer work.
• Ability to work independently as well as willing to follow directions and best practices

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