About TEAM LEWIS

TEAM LEWIS is a global marketing agency that has grown from start-up to multi- national in a little over two decades. Its success is due to a combination of factors: talented creatives delivering award winning campaigns; expanding client relationships into new markets or services and its independence from outside investors. The agency, its people and client campaigns have won many awards, including Cannes Lions, PRovoke Media, ICCO, European Excellence, PRCA Digital, Digital Impact, Global Digital Excellence.

At the heart of the business is the TEAM LEWIS Foundation (TLF), a non-profit charitable entity. Since its launch in 2021, it has funded over 2,000 causes. The TLF promotes a wide variety of social, cultural, and environmental causes that benefit society. It aims to strengthen the bonds between the creative industries, businesses, government, and non-profits. Community charities are championed by employees, who in addition to the financial donation, volunteer their time and skills to leverage effectiveness.

Purpose of the role

As an IT Support Specialist you’ll be working in a dynamic and international team. Under direct supervision of the Head of IT Operations, North America, you will provide desktop & IT infrastructure support to our 140 North America staff with a primary focus on US offices.

Key responsibilities and tasks

• Provide friendly and helpful customer service as first point of contact.
  
• Assist Help Desk customers with troubleshooting of computer related issues such as virus removal/password resets/email setup/software installs and audio visual use.
  
• Maintain accurate records of completed and pending jobs using the TEAM LEWIS      ticketing systems
• Install, configure, service, repair, and maintain information technology systems in both a stand-alone (Mac and PC) and client-server environment, including Mac OS X and Windows, and other TEAM LEWIS information technology systems
• Support end users in diagnosing, troubleshooting and resolving Office 365, network and OS issues
• Install, configure, service, repair, and maintain hardware and software for network services and storage networking devices
• Integrate multiple information systems in a networked environment, evaluate and resolve user information system problems, implement required hardware upgrades and repair to maintain organizational capability
• Ensure the proper installation and configuration of workstation hardware and software for efficient operation on the network
• Install, optimize and troubleshoot Local Area Networks; general familiarity with Internet Protocol version 4 (IPv4) a plus
• Must have a desire to develop interpersonal and technical skills
• Must be able to follow verbal and written directions
• Must be able to follow directions and work within a team environment
• Should possess some basic knowledge of MDM platforms, security and compliance as well as PC/Mac computer/printer anatomy and operations
• Follow TEAM LEWIS policies and procedures to include incident/problem escalation
• Provide superior customer service to all Help desk patrons, support personnel, and fellow employees
• Demonstrate good social skills in a professional environment

The role will require some travel (less than 20%) across our US offices when needed and may require a limited amount of international travel when working on company-wide projects. Must regularly lift and carry small packages of up to 10 pounds. May occasionally lift and carry boxes of supplies and/or equipment weighing up to 50 pounds and carry to other locations within the office.

About you

You are expected to be friendly, pro-active and excel at delivering customer service in your role as the face of IT to our business. To be successful for the role you should be a confident communicator who is comfortable supporting users and IT systems in a mid sized professional services environment.

This job description is not intended to be an exhaustive list of the responsibilities for this role. Other responsibilities may be added from time to time.

Benefits:

• Competitive salary
• Hybrid work environment
• Generous PTO
• Paid parental leave
• Medical, dental, and vision benefits + life insurance (eligible day 1 of employment)
• 401k with employer match
• Travel Programs
• Up to $2k donation to a charity of your choice!

The expected salary range for the IT Support Specialist position is between $50K - $65K. Base annual salary is determined by factors such as location, experience, and expertise.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, reproductive health decisions and family responsibilities, qualifying acts of violence, or any other characteristic protected by federal, state or local laws.