Desktop Support Specialist II

Waggener Edstrom Worldwide (WE) is a global, integrated communications agency. For the past 25 years, the independently owned firm has developed strategic communications programs for innovative and world-changing clients, working to influence markets, inspire people and improve lives. In 2008, WE was named European Technology Agency of the Year, and in 2006 was named Best Large Agency to Work For by the Holmes Report. WE has also earned numerous honors for its outstanding work on behalf of clients, its exceptional people, and its innovation in communications. The agency has more than 800 employees in 16 offices around the world, and its Global Alliance program expands the agency’s reach to 13 additional international markets. WE offers six global practices: Corporate Communications, Consumer Marketing, Environment, Healthcare, Public Affairs and Technology.

Overview
The key accountability of this position is performing/overseeing the duties/tasks associated with desktop support. The ability to deliver/demonstrate high-level customer service and problem solving skills are essential to be successful in this role. Mentoring and advanced troubleshooting support for members of Help Desk. Liaison between Help Desk and Systems Engineering/Network Engineering Continually work with system specialists/engineers to evaluate the process of providing technical support to the agency

Responsibilities
Network Administration: Perform administrative duties as they relate directly to the customer needs for adds, moves, and changes to user accounts. Perform server administration duties as they relate directly to the customer’s needs. Perform VoIP phone system administrative duties as they directly relate to the customer’s needs. Responsible for the administration, hands-on support, and the resolution of escalated technical issues that directly relate to our customer’s daily workstation experience including laptops, desktops, printers, scanners, CD/DVD burners, mobile computing devices, and all other peripheral devices. Evaluate, configure, and deploy technology hardware to Waggener Edstrom Worldwide employees. Support: Maintain and support key “on floor� technology such as “Hotel� computers, videoconferencing, A/V equipment, printers, and technology kiosks. Act as second-tier support for agency employees (e.g., user visits, walk-ins, requests from Help Desk staff) Record new assets and track movements and re-assignments of existing assets using an asset tracking database. Provide overflow call coverage for Help Desk. Provide support for network and voice services. Resolve problems through research or consulting with the appropriate technical personnel as necessary. Enter calls into BMC’s Service Desk Express software. Work directly with and assist system specialists/engineers as needed. Performs other related duties as required.

Qualifications
Education MCP for client version of current operating system MCDST Certification A+ Certification Supports enterprise OS and application issues effectively MOUS Expert certifications in Word, Excel, PowerPoint and Outlook. Experience Preferred 4 - 5 years supporting technology in a fast paced environment 5+ years customer service experience Ability to support a Windows server environment Proven ability to support an IT Help Desk Proven ability to work in a timely and efficient manner on daily tasks Knowledge of and interest in emerging technologies

 

How to Apply:

Waggener Edstrom Worldwide believes its people are its greatest asset. The company offers outstanding professional development and competitive compensation and benefits.  Please submit your resume (in a Word document only please) via our website at www.WaggenerEdstrom.com/careers  Job 3547