Technology Specialist
The Martin Agency
Full-time
Remote friendly (Richmond, VA, USA)
United States
About the job
WE ARE / ITS. We support Martin employees by providing hardware, software and assistance so that our people can do their best work. We go the extra mile to ensure good help is given. We'll ship hardware, talk people through processes, and offer whatever is needed.
YOU ARE / An IT professional who has experience with supporting a service desk. You are excited to provide exceptional technical assistance, and support our employee base.
YOUR BASELINE / You have at least 2-3 years of experience providing customer service focused software troubleshooting & technical support, servicing Mac & PC hardware, installing/servicing AV products, managing live audio-visual productions, tech
related degree preferred.This role requires strong customer service, communication skills, a desire to help others and the ability and drive to improve technical situations wherever possible. We are looking for experience with, and the ability to, provide troubleshooting on both Mac and PC computers, as well as various audio-visual equipment. You will regularly identify, research, resolve or reassign technical issues as well as document, track, and monitor them to ensure timely resolution. Additionally, the technician will provide technical assistance to staff as it relates to audio-visual equipment, setup and maintenance, presentation software and equipment, and audio and video conferencing. The technician may also serve as site facilitator and coordinator for audio-visual needs during agency events, presentations, and client meetings.
YOU HAVE…
Strong customer service and communication skills, and a helpful demeanor
Technical IT and AV background, knowledge of latest technical solutions for presentations, video editing and streaming experience, customer service focused with ability to communicate issues and solutions clearly
Technician must be highly motivated, detail oriented, dependable, able to work with minimal supervision, with eagerness to help others
The job requires knowledge & familiarity with Windows and Apple software, including Microsoft Office365, Slack, Egnyte, Zoom & other videoconferencing apps, Adobe creative tools, Google products and other systems and applications
YOUR IMPACT / You'll:
WE ARE / ITS. We support Martin employees by providing hardware, software and assistance so that our people can do their best work. We go the extra mile to ensure good help is given. We'll ship hardware, talk people through processes, and offer whatever is needed.
YOU ARE / An IT professional who has experience with supporting a service desk. You are excited to provide exceptional technical assistance, and support our employee base.
YOUR BASELINE / You have at least 2-3 years of experience providing customer service focused software troubleshooting & technical support, servicing Mac & PC hardware, installing/servicing AV products, managing live audio-visual productions, tech
related degree preferred.This role requires strong customer service, communication skills, a desire to help others and the ability and drive to improve technical situations wherever possible. We are looking for experience with, and the ability to, provide troubleshooting on both Mac and PC computers, as well as various audio-visual equipment. You will regularly identify, research, resolve or reassign technical issues as well as document, track, and monitor them to ensure timely resolution. Additionally, the technician will provide technical assistance to staff as it relates to audio-visual equipment, setup and maintenance, presentation software and equipment, and audio and video conferencing. The technician may also serve as site facilitator and coordinator for audio-visual needs during agency events, presentations, and client meetings.
YOU HAVE…
Strong customer service and communication skills, and a helpful demeanor
Technical IT and AV background, knowledge of latest technical solutions for presentations, video editing and streaming experience, customer service focused with ability to communicate issues and solutions clearly
Technician must be highly motivated, detail oriented, dependable, able to work with minimal supervision, with eagerness to help others
The job requires knowledge & familiarity with Windows and Apple software, including Microsoft Office365, Slack, Egnyte, Zoom & other videoconferencing apps, Adobe creative tools, Google products and other systems and applications
YOUR IMPACT / You'll:
- Provide friendly and helpful technical support during business hours and after
- hours with a periodic 24/7 on-call rotation
- Troubleshoot and resolve computer software and hardware problems or reassign
- trouble tickets when appropriate
- Log issues, notes and problem resolutions in agency help desk system
- Install software and upgrades when needed
- Provide information for escalated issues to appropriate technicians
- Review all open issues and follow up with technicians to ensure problems are resolved, resolution is communicated to caller, and issues are documented and closed
- Create new user accounts and system/data access administration in accordance with business rules and legal compliance
- Orient newly hired staff and freelancers with IT procedures and correct usage of equipment.
- Assist in managing and tracking loaner equipment
- Remotely connect, manage and update computers
- Create internal documentation for new processes & maintain accurate information for existing ones
- Coordinate other departments as needed for large meetings and productions
- Evaluate new technologies and make periodic recommendations for upgrades and improvements
- Ensure all AV equipment is properly maintained and serviced, including conference rooms, carts, video conferencing and building security.
- Provides efficient, concierge-level support for agency staff and visitors using AV and video-conferencing equipment
- Ensure that all major conference rooms are checked frequently for proper AV setup, performance and appearance
- Coordinate training for agency staff on use of facility AV & IT tools and troubleshooting techniques
- Work with vendors to optimize current and future AV systems
- Oversee management of AV projects from initial design through implementation
- Other duties as may be determined
We believe in visibility. This is the radical pursuit of our people and keeping them at the center, investing in and building safe, strong community; pouring into holistic wellbeing; and fostering an environment of maximum contribution, so that they can focus only on doing the best work of their lives.
HOW WE MAKE SPACE
The Martin Agency is proud to be an equal opportunity employer and values diversity. We are committed to creating a place of belonging — a space where employees do not need to sacrifice who they are to exist and grow in our workplace. The Martin Agency does not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, gender identity, sexual orientation, age, marital status, veteran status, or any other basis prohibited by law.
Should you need accessibility accommodations in submitting your application, please email talentmanagement@martinagency.com
CCPA Policy: https://www.martinagency.com/privacy-policy | https://www.martinagency.com/legal-ca
Featured benefits
- Medical insurance
- Vision insurance
- Dental insurance
- 401(k)
- Paid maternity leave
- Paid paternity leave
This job is closed.