IT Support Technician 2

Position Summary:

The IT Support Technician 2 is primarily responsible for monitoring help desk tickets, enabling user accounts, managing basic security/permissions, imaging systems and troubleshooting issues.  As a frontline, first responder, the IT Support Technician 2 is the “face” of the I.T. department, assessing customer issues and escalating major problems to designated resources.  This role requires strong communication skills (US English required), both verbal and written. Positive attitude, quick thinking and follow-up are key critical characteristics for this role.

Primary Responsibilities and Accountabilities:

• Ability to work with people to solve issues in a friendly, professional and positive manner.
• Work diligently to queue and respond to service tickets in a timely fashion that meets or exceeds the expectations of our users. Follow-up regularly on open tickets to ensure resources are responding and issues are brought to closure within set SLA’s.
• To rapidly assess and triage issues as a tier one response team member, re-directing as necessary to appropriate peers to ensure quick resolution.
• Respectfully and expediently manage inbound help desk calls. Route urgent calls to designated peers for issues that cannot be quickly repaired.  Alert management of major incidents.  Draft and send communications identifying issues that may have widespread impact.
• Strong knowledge of Mac computers preferred
• Image Windows and Mac systems as required, including supplemental license installation.
• Prepare weekly reports on support incidents by level, top users, platform and system within the portfolio. Quantify performance against designated service level objectives.
• Review ticket volume daily and alert management of any outstanding incidents that require urgent attention.
• Work with global Propelis infrastructure staff to help resolve tier 1, 2 and 3 issues with production equipment and assist with deployment and maintenance tasks such as backup, configuration, and administration.
• Able to service Propelis staff remotely outside of normal business hours.
• Be able to travel to other Propelis locations within North America.

General Location Requirements:

• Comply with all Propelis standards, applicable regulations and departmental Standard Operating Procedures.
• Comply with Propelis EH&S policies and procedures to maintain a safe work environment.
• Keep department organized and clean.
• Attend company-wide and departmental meetings.
• Assist in any additional responsibilities, as directed by management. This job description is not intended to be all-inclusive. You may be required to perform other reasonably related business duties as assigned by your manager or other management personnel.

Educational & Experience Requirements:

• Minimum of 5 years as an I.T. support professional
• Minimum of Associate’s Degree from an accredited institution in Computer Science, Engineering, Graphic Arts or related category (Technical certification equivalent accepted)
• Experienced in both Apple Macintosh and Windows Server desktop platforms
• Experience with Active Directory account management as well as security permission management
• Ability to troubleshoot DNS as well as TCIP issues
• Proficient in Microsoft Excel
• Experience installing and configuring Adobe Creative Suite, Microsoft Office, a plus
• Experience in enterprise software licensing provisioning preferred
• Excellent English communication skills. French and/or Spanish a bonus

Supplementary Information:

This description is based upon management’s assessment of the requirements and functions of the job as of the date this description was prepared or revised.  It is a general guideline for managers and colleagues.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Management reserves the right on a temporary or indefinite basis to modify as necessary to meet changing business conditions.

About Propelis: Propelis is a portfolio of global marketing services and technology companies with a combined legacy of 150+ years, 2,000+ clients, 9,000 employees, and operations across 30 countries. Propelis provides the scale and support of a global organization while preserving the unique culture and identity of each company in its portfolio.

For more information visit: www.Propelis.com

EEO Statement: We are proud to be an equal opportunity workplace. All employment is decided on the basis of qualifications, merit, and business need. We offer equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law. Equal Opportunity Employer Minorities/Women/Veterans/Disabled.

We strive to make our employment website and application process accessible to all users and applicants. In doing so, we provide reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our Human Resource Team.

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $85,000 USD - $95,000 USD annually. Ultimately, in determining pay, we will consider the successful candidate’s location, experience, and other job-related factors.
 
Group benefits currently include a selection of health care plans with prescription drug coverage, dental plan, vision plan, basic and supplemental life insurance, a flexible spending account for medical and dependent care expenses or a health savings account based on plan selection, short/long term disability and 401(k) Savings Plan.

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