Help Desk Specialist

Description

sg360 partners with Fortune 1000 brands to pursue unmatched direct marketing performance. We leave no stone unturned in our efforts to drive smarter targeting, stronger messaging and improved ROI. Everything we do - audience analytics, strategic planning, creative development, production and distribution - we do in the pursuit of performance.

When you join us, you gain access to a comprehensive benefits package, including paid time off, holiday pay, health, dental, and vision insurance, life insurance, an education assistance program, short- and long-term disability, wellness resources, identity theft protection, and a 401k with employer match. Be part of a legacy of excellence and growth with sg360!

We are looking for a Help Desk Specialist who will support operation of help desk and provide technical assistance and support to sg360 users for queries and issues related to computer systems, software, hardware, and other infrastructure issues.

JOB DUTIES:

• Provide support for employees in corporate offices, remote users, and production floor across multiple avenues of contact including email, phone, ticketing software, and dial-in support.
• Perform scheduled maintenance and upgrades on company desktops, laptops, printers, telephones, and badges.
• Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications
• Active Directory tasks limited to creating and disabling users, and providing access within sg360 Security Policy standards
• Support office products and administer tasks in Office 365
• Assess, alert, triage and remediate production outages/incidents.
• Install, configure, and maintain desktop and laptop PCs and peripherals such as printers.
• Install and configure application and operating system software and upgrades.
• Troubleshoot and repair hardware and network connectivity issues.
• Remove old equipment and perform data migration to new machines.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the user as soon as possible; escalate incidents to other support teams where necessary.
• Other duties that may be assigned

Requirements

JOB SKILLS:

• Ability to troubleshoot issues, identify solutions, and appropriately escalate issues.
• Excellent organizational skills and ability to multitask in a dynamic and demanding production environment.
• Excellent problem solving, communication and interpersonal skills, along with patience, and exceptional customer-service orientation

JOB KNOWLEDGE:

• Knowledge of overall system and network configurations to instruct users, isolate problems, install upgrades, perform maintenance work, and evaluate system usage and performance.
• Knowledge of remote support tools and techniques.
• Understand how to set up and configure a Meraki AP to fix and/or replace.
• Knowledge of how to configure a port on a switch is a plus.
• Familiarity with Mac OS a plus.

EDUCATION & TRAINING:

• Bachelor's degree in Computer Science or related field from an accredited university; or
• Associates degree with equivalent work experience (see below)

EXPERIENCE:

• 1-3 years' experience supporting/implementing Microsoft technologies and web/networked computing environments.
• Experience working in support environment including managing support tickets, diagnostics, escalation routines, and issue resolution closure.
• Windows 10 & 11 Support

PHYSICAL REQUIREMENTS:

• Travel to other sg360 sites will be required, locally
• Must be able to perform light to medium physical work including lifting up to 50 pounds

sg360 does not offer employment-based visa sponsorship now or in the future. Candidates must be legally authorized to work in the United States without the need for current or future visa sponsorship.

sg360 is an Equal Opportunity Employer. We make employment decisions based on merit, qualifications, and business needs. sg360 does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law. sg360 will provide reasonable accommodations to individuals with disabilities in the hiring process, in accordance with applicable laws. If you require an accommodation to complete your application, please contact the location to which you are applying and ask to speak with the Human Resources representative.