Associate, IT Support Operations Services

Position Summary:

The Associate role entails delivering daily operational technology support, overseeing inventories, documenting licensing, and conducting other technology-related tasks for multiple customers across multiple IPG agencies autonomously. The candidate will uphold a standard of excellence in operational support and devise innovative solutions for our employee population. Creativity, dynamism, and a commitment to decisive action underpin this role, ensuring successful support outcomes. Consistent documentation of solutions and systems is a key responsibility. Extensive interaction with the customer community, both in-person and remotely, characterizes this position, necessitating robust communication skills—both verbal and written—with a strong emphasis on customer service and problem-solving. This position involves the day-to-day operations and support of an IPG federation consisting of multiple agencies, each with distinct processes and requirements tailored to their respective industries.

 Essential Functions: 

Issues Management and Resolution:

• Work directly with customers to solve problems, addressing issues ranging from VPN connectivity to email complications and account lock outs.
• Troubleshoot remote end-user incidents, including those related to VPN, MFA, and Email systems.
• Analyze and resolve system, application, and hardware issues, documenting solutions for future reference.
• Possess a strong working knowledge of both Windows and Mac/OSX operating systems.
• Experience supporting MS Office, Outlook, Teams, Slack, and other SaaS applications is desired.
• Familiarity with support tools such as Ivanti, JAMF, and Helix to streamline and track issues to resolution.
• Utilize external resources to research and resolve complex issues when necessary.
• Consistently update the Helix ticket tracking system with status and implemented fixes.

Systems Administration:

• Assist in routine desktop systems maintenance to ensure compliance with organizational standards.
• Deploy assets efficiently using AutoPilot and JAMF Cloud services.
• Install and configure desktop hardware and software, accurately tracking assets throughout their lifecycle.

Audio Visual Support:

• Maintain ongoing knowledge of AV systems including Crestron, MS Surface Hubs, Teams Rooms, and other miscellaneous solutions.
• Ensure AV systems are consistently operational, collaborating with external vendors for troubleshooting when needed.
• Maintain familiarity with AV platforms such as Teams, Zoom, and BlueJeans for effective support.

Communication:

• Demonstrate strong verbal and written communication skills.
• Prioritize customer service with excellent interpersonal skills.
• Document solutions, systems, and procedures for knowledge sharing.
• Keep IT management informed of issues, projects, and work status.
• Collaborate effectively within a North American team, adhering to established policies and reporting structures.
• Provide timely updates to customers and the service desk regarding issue status and resolutions.

Soft Skills:

• Comfortably support C-level executives in a fast-paced environment.
• Exhibit self-motivation and autonomy in work tasks.
• Provide solutions to ensure user satisfaction and productivity.
• Assist in documenting processes and systems for future reference.

Resource & Project Management:

• Complete assigned tasks punctually, adhering to established timelines.
• Ability to follow documented concepts, practices, and procedures.
• Manage multiple constituencies, issues, priorities, and goals effectively.

Security and Compliance:

• Familiarize with and adhere to all information security and compliance rules, regulations, and policies.

EXPERIENCE, SKILLS AND EDUCATION REQUIREMENTS: 

• Minimum 3 years of IT experience preferred, with a focus on a heterogeneous technical environment.
• Strong MAC/PC cross-platform skills are desirable.
• Experience in the Advertising and/or Marketing industry is a plus.
• Previous experience delivering IT solutions in corporate or high-volume environments is advantageous.
• Bachelor's Degree in Computer Science, Information Systems, or equivalent program preferred.
• Relevant IT certifications are advantageous.

BENEFITS OF JOINING IPG:

One of our primary goals is to support the health and well-being of you and your family. Our compensation plan includes the following benefits, in addition to many others:

• Healthcare Options
  • Medical
  • Dental
  • Vision
  • Prescription
• Dependent and Health Care Flexible Spending Accounts
• 401(k) savings plan with company match
• Flexible based Paid Time Off
• Employee Assistance Program
• Legal Assistance Plan
• Tuition Reimbursement
• Employee Stock Purchase Plan
• Exclusive discounts on cell phones, gyms, and everyday purchases

IPG is an equal opportunity employer and we value diversity inclusion and equity at our company. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, national origin, gender, sexual orientation, age, gender identity, marital status, citizenship, disability, genetic information or veteran status or any other basis prohibited by applicable federal, state or local law.