Specialist - Onsite Technical Support

What can you expect?

• You will join Marsh McLennan’s global MMC Tech team where you will focus on supporting Lippincott, a creative, Mac-based consultancy headquartered in New York.
• You will diagnose, repair, and configure hardware and software for Lippincott’s team of designers, strategists, and operations professionals.
• Your role is to assist the team with their technology, enabling their success as a business. We operate an open and collaborative culture, developing our staff to reach their potential.
• You will support all of our internal colleagues to diagnose, analyze, and resolve their technology issues and requests.

What is in it for you?

• Join the leading professional services company in the areas of risk, strategy and people, with a 150-year heritage of shaping industries, driving innovation and serving the public good
• Work in a global, diverse, forward-thinking environment where everyone is encouraged to be a leader and shape their career
• A fast-paced, exciting and friendly culture
• Competitive salary, benefits, 401K matching, retail discounts and much more

We will count on you to:

• Performs installations, trains, maintenance, troubleshoots, and repairs of all MAC hardware/software technologies.
• Support colleague lifecycle including setting up new colleague hardware/software and onboarding them
• Provide onsite assistance as needed for laptops, WiFi, printers, and AV equipment
• Perform activations and support mobile devices
• Leads local initiatives and participates in initiatives outside of local market, when required
• Engages with local stakeholders in the business and MGTI teams as appropriate
• Supervises contractors, when required, ensuring project deadlines are met
• Acts as direct support to Manager, delegating tasks, providing updates, and implementing directives
• Determines appropriate hardware/software based on corporate policy and end user requirements.
• Responds to incidents within SLA, or within a timely manner; with appropriate level of urgency and follows up with customers on all issues.
• Escalates incident, and questions to appropriate support groups.
• Supports events, such as infrastructure changes, software releases and BCP etc.
• Provides timely updates to Management about service issues, when appropriate.
• Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves.
• Assists administration and maintenance of non-desktop Technology Infrastructure components at the request of other Service Towers.
• Uses corporate Incident Management System to record and track all support work.
• Maintains accurate hardware and software record using, Corporate Asset Management System for all corporate assets.
• Supports team’s abilities and functions through positive customer relations.
• Contributes to improvement/enhancement of processes and procedures.
• Gains additional knowledge and stays abreast of current technologies; through employee and company sponsored training, periodicals, and regular interaction with other team members.
• Performs related duties as assigned by management.

What you need to have:

• Strong experience with Mac OS and Apple computers required
• 3-5 years of technical customer service experience, such as such as Mac Genius Bar
• Experience with Adobe Creative Cloud, font management tools, O365 and cloud tools like Figma, Mural, Trello, and ShareFile
• Strong communication skills both written and verbal
• Exceptional customer service skills
• Knowledge of company desktop operating systems and software
• Knowledge of standard computer hardware
• Ability to independently plan, organize and prioritize one’s own activities
• Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE)
• Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team
• High School diploma/GED

What makes you stand out:

• Bachelor’s Degree preferred
• Certifications in any of the following are a plus: A+ (CompTIA), ACMT (Apple), HDI-CSR (HDI), ITIL Foundation (ITIL), Microsoft 365 Certified: Modern

The applicable base salary range for this role is $71,400 to $141,800.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, and education. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.