Senior Technology Delivery Analyst

POSITION SUMMARY:

Provide day-to-day administrative functions and problem resolution related to computer hardware and peripherals, operating systems, and applications that the corporate enterprise service desk cannot resolve. The Senior Desktop Support Analyst will be the escalation point for complex issues while assisting with resolving technical problems in a “mission-critical” environment.

ESSENTIAL FUNCTIONS:

• Participate in and contribute to new projects. compliance upkeep projects, upgrades in existing infrastructure, and being a part of the emergency response group.
• Respond to after-hours/emergency support requests as needed.Troubleshoot problems by applying established techniques, procedures and standards determined by the engineering team.
• Collaborate with other teams to respond to computer-related incidents promptly and determine appropriate corrective actions and escalation.
• Creates and responds to computer issues tickets to determine appropriate corrective actions.
• Regularly update the ticket tracking system with status and a problem resolution
• Provides or assists with AD administration (adding, modifying and deleting accounts)
• Install computer operating systems, applications, computer peripherals, deploy approved security patches and adhere to Corporate standards.
• End-to-end troubleshooting and resolution of all issues related to our site’s integrated AV systems (diagnostics, resetting codecs, display & audio connectivity issues, joining meetings, cabling, break/fix, AV rack, etc.
• Maintain and update the equipment list of Teir-1 users’ equipment (home/office/mobile)
• Create and update user guides and systems documentation.
• Update and keep the asset management system current.
• End user training on new/updated software and procedures.
• Assist with audit controls and ensuring proper documentation and timely completion.
• Performs related duties as assigned or requested especially related to advanced project work.
• Assist with writing of SOPs related to our team’s procedures.
• Available to work in the office each day onsite.
• Willing to be a part of the team’s on-call rotation (every 5-6 weeks).
  
  
  

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

• An associate’s degree along or 5 years of end-user computer support work experience is required.
• Experience working in a scalable organization and a strong understanding of policies, procedures, regulatory ISSO, SOX compliance, and audits are strongly required.
• Advanced Knowledge and experience in supporting Windows and Mac Operating systems.
• Proficient in leading and supporting virtual meetings using platforms such as Microsoft Teams, Zoom, and Google Meet.
• Familiar with video conferencing infrastructure including Logi, Poly, Neat, DTEN systems, as well as cameras, microphones, and related AV equipment.
• Experience or strong interest in contributing to teams that organize and execute live events and webinars.
• Experience with Ivanti, JAMF, Intune, or similar computer management software is required
• Expert in troubleshooting and supporting LAN/WAN/WiFi
• Knowledge and experience supporting MS office Suite and M365 Apps
• Powerpoint – Advanced
• Word – Advanced
• Excel - Advanced
• Teams - Advanced
• OneDrive - Advanced
• SharePoint Online – Desirable
  
  
  

Additional desirable Skills:

• Apple keynote
• Google Workplace
• Egnyte
• Monotype
• Adobe creative
• Zoom
• Slack
• Jamf
• Intune
  
  
  

Relevant Soft Skills

• Customer Service skills – Advanced
• Communication – listening and speaking - Advanced
• Attention to details – Advanced
• Ability to work in a team environment – advanced
• Analytical skills – Advanced
• Forward thinking and adaptable
  
  
  

Security and Compliance: All IT staff must familiarize themselves and comply with all information security and compliance rules, regulations and policies.

Work Arrangement: This is a full-time onsite role based in Richmond, Virginia

SALARY RANGE:

The salary range for this position is $75,000.00 - $85,000.00. Where an employee or prospective employee is paid within this range will depend on, among other factors, actual ranges for current/former employees in the subject position; market considerations; budgetary considerations; tenure and standing with the company (applicable to current employees); as well as the employee’s/applicant’s background, pertinent experience, and qualifications.

BENEFITS OF JOINING IPG:

One of our primary goals is to support the health and well-being of you and your family. Our compensation plan includes the following benefits, in addition to many others:

• Healthcare Options
• Medical
• Dental
• Vision
• Prescription
• Dependent and Health Care Flexible Spending Accounts
• 401(k) savings plan with company match
• Flexible based Paid Time Off
• Employee Assistance Program
• Legal Assistance Plan
• Tuition Reimbursement
• Employee Stock Purchase Plan
• Exclusive discounts on cell phones, gyms, and everyday purchases
  
  

IPG is an equal opportunity employer and we value diversity inclusion and equity at our company. 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 or veteran status or any other basis prohibited by applicable federal, state or local law.