Summary of the Job: 

The Technology Support Specialist/Network Administrator is responsible for systems administration and access control, including Active Directory DRA adds, edits, deletes, some system configuration and troubleshooting. The role is also responsible for IT compliance with Sarbanes-Oxley as it relates to Active Directory and various agency systems. In addition, this role will ensure that new users and existing users have the proper network, server access, and building access, and that transferred and terminated users access is managed in accordance to IT procedures and SOX procedures. Also, as the Technology Support Specialist, this role is responsible for support of all agency Mac/PC users and computers and for managing the updating of Mac/PC hardware and software. This role requires 3 days a week onsite work, normally Tu/We/Th, for project work, onsite AV and general meeting production support.

Finally, this role is responsible to support business improvement by meeting personal and departmental goals and objectives timely and effectively.

Essential Functions/Principal Accountabilities of the Technology Support Specialist:

1. Day-to-day administration of Active Directory/DRA, access permissions, building security, mobile devices and phone/voicemail system:

• Assessing non-financial requests to determine appropriate user access to be given and determining systems configuration requirements;
• Working with Network Manager and individuals in each department to determine how special-case access requests should be handled
• Escalating problems/questions when appropriate to Network Manager and IT Director
• Processing and documenting new hires/ terminations in accordance with internal IT policies and Sarbanes-Oxley
• Administer and troubleshoot agency Filemaker databases
• Administer and troubleshoot Vault asset management, software distribution servers, and other servers
• Administer and troubleshoot phone and voicemail system (within Teams)
• Administer DRA, Workfront, Vault (digital asset management), Security System/Cameras/Cards, Printers, File Transfer services and other servers/services as required

1. Other responsibilities include but are not limited to:

• Keeping the IT Director informed of the status of any outstanding administration issues
• Making sure there are clear communications/updates on any systems problems/concerns that develop while performing system administration
• Identifying patterns of problems that might lead to further investigation or troubleshooting
• Recommend processes and procedures to streamline systems management

Additional Functions/Principal Accountabilities of the Technology Support Specialist:

1. Day-to-day support for Mac/PC/AV support and troubleshooting:

• Assist users with Mac software, hardware and usability support problems
• Help users with application installation, updates, configuration, use and light training
• Maintain a current inventory of all CL Mac equipment
• Order computer and peripheral supplies as needed, proactive management of inventory to be sure supplies are kept in stock
• Primary support for mobile phones, plans, new user setups and upgrades
• Onsite AV and production support for agency meetings, client meetings, new business meetings
• Support for O365 and coordinate troubleshooting with IPG Exchange team
• Support printers and maintain printer supplies

1. Other responsibilities include but are not limited to:

• keeping the IT Director informed of the status of any outstanding administration issues
• Making sure there are clear communications/updates on any systems problems/concerns that develop while performing system administration
• Identifying patterns of problems that might lead to further investigation or troubleshooting
• Recommend processes and procedures to streamline systems management

Note: These are the major functions and accountabilities required of the position and are the predominant criteria by which performance will be assessed. OTHER DUTIES AS ASSIGNED.

Working Relationships, Autonomy, and Supervision:

The Mac Support Specialist/Network Administrator must interact regularly, and collaborate effectively with the all personnel of the Agency but specifically and regularly with the following teams: Broadcast Production, Print Production, Art Production, Creative, New Business, Human Resources and Accounting.

The role may participate in the resolution of external client or vendor issues as required.

Work direction is from: IT Director.

Required Qualifications, Experience & Knowledge

1. Previous Experience:
   1. A combination of a minimum 5 years of advanced-level IT support and network administration with background in cross-platform PC support
   2. A minimum of 5 years experience providing user access and troubleshooting network access problems
   3. Preferred experience with Microsoft Active Directory or other Enterprise directory service
   4. A minimum of 5 years Mac user support

1. Personal Competencies and Characteristics:
   1. Strong trouble-shooting skills and attention to detail;
   2. Ability to prioritize and re-prioritize workload on the fly; able to process multiple simultaneous requests and meet deadlines;
   3. Strong listening skills and interpersonal skills, with an ability to interact effectively and professionally at all levels within the organization and with clients;
   4. Assertiveness, approachability, and an ability to build strong business relationships;
   5. Resourcefulness and Self-starter;
   6. Good decision-making ability; 
   7. Results-oriented, with a commitment to accountability;
   8. Strong written and verbal communication skills; and
   9. Strong computer experience, particularly with Microsoft Office products.
   10. Strong AV skills