Lead IT Help Desk Specialist

The Lead IT Help Desk Specialist will support our desktop/phone systems for 200 person office in Carlsbad, remote office support, and server/network equipment. Additionally, you will partner closely with our Human Resources team to ensure IT equipment is prepared for new hires prior to start dates and facilitate IT training and set up on the employee’s first day when required.

Reporting to Director of Information Technology, you will offer exceptional customer service while handling phones and email requests from internal users and will serve as a lead point-of-contact for escalation of help desk related issues.

Essential Job Functions and Duties:

• Answer, respond to and document technical assistance requests for internal users through Jira
• Delegate and escalate technical issues to the appropriate and/or available IT support specialist
• Lead team in resolving IT issues and Jira tickets with extreme efficiency and customer satisfaction
• Provide high quality support through courteous, prompt, and accurate communication
• Troubleshoot and resolve Windows and Apple hardware and software issues
• Troubleshoot LAN connectivity issues
• Setup and deploy computer equipment for new employees including VOIP telephones
• Troubleshoot printer and copier issues
• Active Directory troubleshooting
• Troubleshoot iPhone/Android mobile devices
• Maintain documentation and records of technical requests and flag discrepancies or inconsistencies to supervisor
• Work with remote users and offices to assist with computer issues
• Provide support for general network connectivity with users; work with network connectivity vendors to troubleshoot local issues as required
• Support conference room setups when requested
• Proactively identify opportunities to improve remote user support processes
• Assist with department projects and implementation of new processes
• Ability to lift up to 70lbs
• Other duties may be assigned

Position Requirements:

• You have direct experience in an IT Help Desk or Support role
• You have working knowledge of Windows and Apple desktop/laptop hardware, operating systems, and popular software packages (Microsoft Office 365, Adobe Creative Suite, etc.)
• You have proven success troubleshooting and supporting LAN issues
• You can identify problems and resolve them quickly
• You are a multitasker and possess strong prioritization skills when managing multiple things at once
• You are detailed oriented, well organized, and able to thrive in a face-paced environment
• You perform well under pressure, while maintaining accuracy and professional demeanor
• You have strong written and verbal communication skills; you are personable and an effective communicator with people at all levels
• You enjoy working in a collaborative environment as well as individually
• You are self-motivated; inquisitive, proactive & display strong initiative (learns/ask questions, applies, grows)

Preferred Education, Experience, and Skills:

• You have previous working experience with VOIP phones/Technology, specifically hosted VOIP
• You are experienced in supporting Audio/Visual set up in conference rooms
• You have working knowledge of Microsoft Intune

WHO WE ARE

Build the Business. Build the Brand.

At Havas Edge we influence people to act by combining multi-channel marketing and commerce plus the creative and technology that powers them. Our work results in profitable growth and lasting relationships between customers and our client’s brands.

Havas Edge is an award-winning international performance marketing agency with a proven track record of helping clients succeed. We're an integrated agency that embraces every media channel, a creative powerhouse that loves data and analytics, and a passionate partner committed to giving clients more for less. With expertise across all digital, broadcast and media domains, we help our clients build their businesses and brands - in that order.

Havas Edge is also part of the Edge Performance Network, a full-service, global performance marketing network. The Edge Performance Network offers clients expertise in all aspects of performance marketing, from analytics to strategy, creative and production, media planning and buying across all channels, as well as the industry’s best attribution and modeling capabilities.

We are a full-service, direct response agency, headquartered in Carlsbad, CA with offices and affiliated offices in Boston, MA; Dallas, TX; London, UK; Los Angeles, CA; and Paris, FR.