Associate Technology Delivery Analyst

IPG is seeking a dedicated Deskside Support Analyst to provide day-to-day administrative functions and resolve issues related to desktop workstations, printers, peripherals, and network problems that cannot be addressed by the Enterprise Service Desk (ESD). The ideal candidate will possess strong customer service skills and technical expertise in supporting both Windows and Mac desktop operating systems in a mission-critical environment.

Essential Functions

• Ticket Management: Create and respond to desktop-related tickets to determine appropriate corrective actions and/or escalate issues as necessary.
• Device Management: Image and ship new hire devices and handle change management requests.
• Status Updates: Regularly update the ticket tracking system with the current status and fixes for reported issues.
• Customer Interaction: Engage directly with customers, requiring strong interpersonal skills and a heavy focus on client relations.
• Software and Hardware Installation: Install software and hardware peripherals, and apply security patches as needed.
• Troubleshooting: Resolve end-user desktop computer issues, including printer troubleshooting and configuration, by applying established techniques and procedures.
• User Administration: Assist with user administration tasks, such as adding, changing, deleting accounts, disk space management, backups, and file restoration.
• Documentation: Prepare documentation and checklists to ensure high-quality service, maximizing efficiency and effectiveness.
• Collaboration: Work closely with all IT disciplines to facilitate problem resolution.
• Additional Duties: Perform related duties as assigned or requested.

Education, Skills, and Experience Requirements

• Technical Knowledge: Some knowledge of various MAC and PC software and hardware equipment is preferred.
• Networking Familiarity: Basic understanding of LAN/WAN concepts and the ability to analyze and solve semi-routine to moderately complex computer-related problems.
• Troubleshooting Skills: Familiarity with troubleshooting hardware and remote access issues.
• Hands-on Experience: Experience with the latest MAC and/or PC operating systems, Dell/HP desktops, and laptops.
• Software Proficiency: Basic knowledge of MS Office Suite (Word, Excel, PowerPoint, Access), Outlook, and Internet Explorer.
• Problem-Solving Ability: Experience in analyzing, diagnosing, and determining appropriate actions for issue resolution.
• Networking Protocols: Understanding of TCP/IP protocols.
• Adaptability: Willingness to learn and ability to adapt to new situations.
• Customer Focus: A strong customer-focused attitude and a sense of teamwork.
• Communication Skills: Solid written, listening, and speaking communication skills.

Benefits of Joining IPG

At IPG, we prioritize the health and well-being of our employees and their families. Our comprehensive compensation plan includes:

• Healthcare Options: Medical, Dental, Vision, and Prescription coverage.
• Flexible Spending Accounts: Dependent and Health Care Flexible Spending Accounts.
• Retirement Savings: 401(k) savings plan with company match.
• Paid Time Off: Flexible-based Paid Time Off.
• Employee Assistance Program: Support for various personal and professional challenges.
• Legal Assistance Plan: Access to legal resources.
• Tuition Reimbursement: Support for continued education.
• Employee Stock Purchase Plan: Opportunity to invest in the company.
• Exclusive Discounts: Discounts on cell phones, gyms, and everyday purchases.

Equal Opportunity Employer

IPG is an equal opportunity employer that values diversity, inclusion, and equity. 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, veteran status, or any other basis prohibited by applicable federal, state, or local law.