Helpdesk Support

POSITION SUMMARY:

The IT Helpdesk role provides Level 1/2 end-user on-site and remote support to agency end users in a predominantly Mac OS environment in the country. This includes end-user support to VVIP and other senior executives on-site. This role provides audio-visual support as needed for high-visibility meetings on-site, as well as advanced smart-hands support as needed to support other Omnicom IT centralized services. The role requires flexibility and adaptability to supporting multiple agencies in the region and supporting “ad-hoc” or otherwise custom support as needed.

The ideal candidate has 5+ years of IT end-user support experience desktop, mobile device , and audio-visual support.

ESSENTIAL FUNCTIONS:

• Provides executive and VVIP support and audio visual (AV) support.
• Provide quality assurance over any 3^rd party IT services provided on-site.
• Facilitate and coordinate site-specific activities (e.g., office moves, weekend power downs) as needed.
• Support “ad-hoc” agency IT support as needed and directed by the IT Support Manager.
• Works directly with internal and external 3^rd party resources to ensure that end-user issues are resolved efficiently.
• Manage the end-user experience delivered to agency end-users on-site and remote in the region.
• Provide Level 1/2 end-user on-site support to agency end users, including troubleshooting, resolving, and documenting issues with desktop, laptop, mobile device, printer, and peripheral hardware and software.
• Maintain rapport with agency end-users and be a go-to resource for IT troubleshooting.
• Provide end-user support to VVIP and other senior executives on-site, including setting up, configuring, and testing devices, applications, and network connectivity.
• Engage IT Support Manager(s) as needed to identify systemic issues with end-user support.
• Maintain asset inventory and track IT hardware in the region.
• Follow Omnicom IT policies, procedures, and standards for end-user support and service delivery. And report any violations of Omnicom security policies to management.
• Provide attended meeting support for high-visibility internal and external meetings.
• Provide “ad-hoc” or otherwise custom IT support to agencies, while also documenting the support requirements for review as a consolidation opportunity for Omnicom IT centralized services.
• Provide advanced smart-hands support on-site, supporting other Omnicom IT centralized services that may not have an on-site presence.
• Support cross-functional IT processes such as onboarding, offboarding, device replacement, incident resolution and request fulfillment.
• Use ServiceNow ITSM platform to receive and manage incident and request tickets, maintaining proper ticket management protocols such as detailed comments and close notes.
• Manage assigned tickets to complete within service level criteria.
• Participate / provide after-hours support and flexibility to travel as needed.

Individual must also maintain an extreme level of confidentiality in dealing with all information that flows through the office.

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

• 5+ years of IT end-user support experience desktop, mobile device, and audio-visual support.
• Strong technical knowledge and skills in Mac OS
• In-depth knowledge of end-user platforms and services, including but not limited to, MacOS, Office365, Windows OS, Active Directory, etc., current desktop and mobile computing technology, core media business applications and their operation.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN).
• Excellent customer service, communication, and interpersonal skills.
• Must possess a “can-do” attitude and be ready to roll up their sleeves to get the job done.
• Ability to function within a group and support other team members to resolve problems.
• Ability to quickly analyze problems, interpret operational needs, and resolve or escalate problems in a timely manner as well as ability to provide real time support for end-user issues.
• Ability to work calmly under high pressure situations.
• Ability to maintain good rapport with agencies being supported.
• Ability to communicate with executives and their staff.
• Ability to prioritize and work on multiple tasks simultaneously.
• Ability to train others in the use and support of Omnicom business systems.
• Understanding of ITIL principles is a plus.
• Knowledge of Jamf platform is preferred.
• Knowledge of advertising and media businesses is highly preferred.
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft, Apple, or Cisco are preferred.
• Bachelor’s degree in computer science, Information Systems, or related field, or equivalent work experience, is preferred.