Sr. Desktop Support Specialist / Waggener Edstrom Worldwide

Waggener Edstrom Worldwide, named PR Week’s Large Agency of the Year for 2004, and the Holmes Report’s Best Large Agency to Work For in 2006, is one of the world’s leading independent multiservice public relations firms. The ideas, customs, interests and traditions that make up Waggener Edstrom's culture are the result of the contributions of the more than 800 employees. Over the past 25 years, our commitment to Innovation Communications has driven the way we deliver value to people who influence opinion in the marketplace and - through our insight, influence and sheer passion - has propelled our innovative clients to the forefront of their industries. With roots in technology, Waggener Edstrom Worldwide’s Global Practices now encompass Consumer Marketing, Corporate Communications, Environment, Healthcare, Public Affairs and Technology.

Waggener Edstrom Worldwide is a global agency, headquartered in Seattle with wholly-owned offices in Austin, Beijing, Boston, Brussels, Dallas, Hong Kong, London, Munich, New York City, Paris, Portland (OR), San Francisco, Shanghai, Singapore and Washington, D.C., and affiliates in nine other markets.

Our services include strategic communications, crisis counseling, press release production, translation, media relations and training, news monitoring, event management and direct marketing.

The company is committed to hiring and developing the talents of the best and brightest and ensures that professionals have a working environment that allows them to thrive and rewards creativity and innovation in the craft of communications.

 

 



Overview:

The Sr. Desktop Support Specialist is responsible for directing the efforts of the Desktop Support Specialist team and is responsible for their professional and technical development. This position actively partners with other teams within Technology Services and is responsible for Desktop Support activities in partnership with the Desktop Support Supervisor.

Responsibilities:

The key accountability of this position is performing/overseeing the duties/tasks associated with the Desktop Support Team for all Waggener Edstrom Worldwide offices. The ability to deliver/demonstrate high-level customer service, communication and technical problem solving skills are essential to be successful in this role.

 

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.

· Partner with Systems Engineering to develop software images for new hardware as well as the refinement of existing software images.

· 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, 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.

· Willingness to be on-call 24/7 at least once a month via pager.

· Participate in agency projects as requested.

 

People Management:Act as information resource for DSS, Help Desk, and Technology Training staff on both agency business issues and client issues.  Understand and meet Waggener Edstrom Worldwide guidelines on best business practices including team financial and resource management, utilization, daily timesheets, accurate billing, timely expense reports, etc. Participate in professional development classes; utilize employee education fund and other opportunities for learning and continual improvement.

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:

3 - 4 years supporting technology in a fast paced environment

5+ years customer service experience

1-2 year experience management experience

Ability to support a Windows server environment

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 via our website at www.WaggenerEdstrom.com/careers Job 3279