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 Deskide Support Analyst will be the escalation point for complex issues while assisting with resolving technical problems in a “mission-critical” environment.

ESSENTIAL FUNCTIONS: 

• Collaborate with other teams to respond to computer-related incidents promptly and determine appropriate corrective actions and escalation.
• Maintain and update the equipment list of Teir-1 users’ equipment (home/office/mobile)
• Participate in and contribute to new projects. compliance upkeep projects, upgrades in existing infrastructure, and being a part of the emergency response group
• Install computer operating systems, applications, computer peripherals, deploy approved security patches and adhere to Corporate standards.
• Troubleshoot problems by applying established techniques, procedures and standards determined by the engineering team.
• Respond to after-hours/emergency support requests as needed
• Creates and responds to computer Helix 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)
• 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 running SOX controls and ensuring proper documentation and timely completion
• Maintain an updated list of data owners using Egnyte Secure and Govern; rain data owners on processes and usage; ensure controls are run and completed on time
• Performs related duties as assigned or requested
• Rotate when needed with other Chicago IT Tech Delivery Analysts.

EDUCATION, SKILLS, AND EXPERIENCE REQUIREMENTS:

• An associate’s degree along with 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.
• Experience with Ivanti, JAMF, 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

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

On-Site Work Requirements:This position requires full-time on-site presence, providing support across two locations.

SALARY RANGE:  

The salary range for this position is $75,000.00 to $90,000.00. 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.