The role of Technical Support Specialist provides white glove service and supports staff across Macmillan to solve their technical problems. They provide a high level support of laptops and desktops as well as various applications, building relationships across various platforms (Windows 11 and Mac OSX) to ensure the best user experience. They are a self-motivated, team player that puts the user first.
What you'll do:
- Provide Tier 2 PC Windows 11/Mac OS X Support
- Serve as the initial contact for reporting technical issues, answering questions regarding upgrades, installations, and other software/hardware/network issues and requests
- Meet SLA requirements for contacting users and resolving issues/fulfilling requests
- Provide Audio/Video support using Google Meet, Zoom and Crestron services
- Performing remote support via phone and chat
- Performing Event Support; Locally and Off-Site
- Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to the Manager in a timely manner.
- Physical relocation of equipment including equipment installations and moves.
- Performing desktop tasks related to the On-Boarding/Off-boarding process
- Create and provide documentation on current/new IT processes
What you'll bring:
- Experience with Windows 10 and Mac OS X troubleshooting support
- Proficiency with Google Suite, Dropbox, Microsoft Office, and Adobe products
- Experience working within a ticketing system (preferably ServiceNow)
- Experience using LANDesk and Jamf
- Active Directory (Ability to reset passwords and move machines in OUs)
- Ability to learn and support Macmillan owned applications and systems
- Experience troubleshooting Mobile Devices and MDM (Apple iPhones and iPads, Verizon MiFis)
- Ability to travel between Macmillan offices as needed
Ideal Experience:
- Minimum of 3 years work experience as an IT Support Specialist in an enterprise environment
- VIP support experience
- Ability to adapt to change in a fast paced environment
- 2-year degree in IT related field or equivalent work experience
This role will have an annual salary of $60,000 - $65,000.
Macmillan Publishers is the U.S. trade company that is part of the Holtzbrinck Publishing Group, a large family-owned group of media companies headquartered in Stuttgart, Germany. Holtzbrinck Publishing Group's publishing companies include prominent imprints around the world that publish a broad range of award-winning books for children and adults in all categories and formats.
U.S. publishers include Celadon Books, Farrar, Straus and Giroux, Flatiron Books, Henry Holt & Company, Macmillan Audio, Macmillan Children’s Publishing Group, The St. Martin's Publishing Group, and Tor Publishing Group. In the UK, Australia, India, and South Africa, companies in the Holtzbrinck Publishing Group publish under the Pan Macmillan name. The German publishing company, Holtzbrinck Deutsche Buchverlage, includes among its imprints S. Fischer, Kiepenheuer & Witsch, Rowohlt, and Droemer Knaur.
We are an Equal Opportunity Employer. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, family status, economic background and status, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels. The successful candidate for this position will be an employee of Macmillan Publishing Group, LLC.
