Job Title: Helpdesk Technician Location: Remote support Brace your career – you’re going beyond the science quo with Spectrum. We’re the integrated marketing, communications and media agency that’s out of this world. We’re fiercely independent and 100% science-focused so we can go where other “science-light” agencies can’t or won’t. Together with superhuman strategy, atomic creative, intermedia magic, interwoven ingenuity and indomitable innovation we dream beyond the realm of the possible – and do it. Summary of the Role The Helpdesk Technician will be responsible for providing day-to-day IT support across the agency alongside the IT Team. This person will have exceptional client services skills, be a resourceful and effective problem solver, and have an interest in being part of a growing IT team. Job Responsibilities • Work with support partner in resolving Helpdesk tickets submitted by the user • Provision of the laptops for new hires in coordination with our support partner • Provide support to end users through direct communication to resolve urgent or priority requests; this involves identifying problems, researching answers, and guiding users through next steps. • Escalate unresolved/challenging issues to senior level support and/or vendors and contractors in a timely manner. • Support with the onboarding and offboarding of employees, including leading overviews laptop shipping and sharing IT documents. • Regularly demonstrates initiative in supporting the customer outside of expected job assignments • Utilize strong problem-solving to solve complex technical problems alongside the IT team. • Provide user support after hours and on weekends as needed. • Assist in all agency activities from an IT perspective. • Manage the shipment of agency equipment. • Oversee the inventory of IT equipment and assets, ensuring accurate counts of all equipment. • Performs other IT related duties as directed and assigned by VP, Information Technology. IT Requirements • 1 year experience in general IT troubleshooting and Helpdesk (Tier 1 and Tier 2 hardware and software). • 1 year experience in supporting Win 10. • 1 year experience in Microsoft Office 365 support. • 1 year experience in Apple devices (Mac OSX and iOS) support. • 1 year experience in PC hardware and software support and troubleshooting. • Basic knowledge of dealing with ticketing systems and managing/prioritizing workload and multiple support requests. • Ability to travel for company locations when needed to support IT infrastructure and needs. Desired Skills and Qualifications: • Minimum 2 years college degree in IT or computer science. • Professional IT certificate on computer support (hardware and software), preferred. • Experience in supporting AV systems (office TVs, projectors, conference room systems, etc.) • Experience in supporting conferencing solutions (Zoom, WebEx, Teams, etc.) • Experience in training end-users. • Attention to detail and ability to multi-task talking to customers while performing technical computer work. • Ability to work independently as well as willing to follow directions and best practices SReMXneqq7