Technology Delivery Analyst

Interpublic Group; Ontario; On-site; CAD 60,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Technology Delivery Analyst, where your expertise in MacOS and customer service will shine. In this role, you'll support a mixed endpoint environment, ensuring users receive top-notch technical assistance both onsite and remotely. You'll engage in hardware upgrades, system maintenance, and the installation of business applications, while also participating in training and mentoring opportunities. This innovative firm prioritizes your growth, offering a supportive environment to enhance your skills and advance your career. If you're passionate about technology and dedicated to service excellence, this is the perfect opportunity for you.

Benefits

Healthcare Options

401(k) savings plan with company match

Flexible Paid Time Off

Employee Assistance Program

Tuition Reimbursement

Employee Stock Purchase Plan

Exclusive discounts on everyday purchases

Qualifications

• 3+ years in IT support for Macs and PCs, strong Mac skills required.
• Excellent documentation and communication skills are essential.

Responsibilities

• Provide 1st and 2nd level support for various devices and software.
• Participate in technology management processes and training.

Skills

MacOS platform knowledge

Excellent troubleshooting skills

Interpersonal skills

Communication skills

Documentation skills

Problem-solving skills

Knowledge of IT SOX compliance

Familiarity with Active Directory

Willingness to learn new platforms

Education

College diploma in Computer Science

ITIL certification

Apple Certified IT Professional

Tools

Ivanti

Helix

JAMF

Microsoft M365

Slack

Google Workspace

Job description

POSITION SUMMARY:

The role of Technology Delivery Analyst is to assist staff on any technical issues related to hardware or software both onsite and remote. You will be supporting a mixed endpoint environment (Mac/PC), but since the user community is mainly Macs, this role requires strong MacOS platform knowledge. We are looking for a service-oriented and customer-focused technician. You will participate in hardware upgrades, system maintenance, installation, and support of business applications. We will help you reach your full potential by providing learning materials, training, and mentoring as well as ongoing feedback, plus opportunities to advance your career.

ESSENTIAL FUNCTIONS:

• Appropriate use of all tools available for resolution activities - remote take-over, ticketing systems, communication (Ivanti, Helix).
• Provide 1st and 2nd level incident support and resolution for Desktop, Mobile, Printers, Scanners and Copiers.
• JAMF - Perform imaging (AutoPilot & JAMF), software installation and hands-on fixes on desktops.
• Monitor, record, and resolve issues via internal ticketing system (Helix). Excellent documentation skills and updating information within the ticketing system.
• Adhere to and execute our on-boarding and off-boarding procedures to ensure we are compliant with IT SOX.
• Provide ad-hoc training as required to support users.
• Participate in technology management processes, including technology refresh, asset inventory, patch deployment, and configuration management.
• Set-up boardroom Audio Visual equipment; Onsite/Offsite New Business AV setup.

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

• College diploma or Certification preferably in Computer Science, Information Systems, or an equivalent program.
• 3+ years working in an IT role supporting Macs, PCs, iOS and Android operating systems; strong Mac skills a must.
• ITIL certification and/or Apple Certified IT Professional preferred.
• Knowledge of JAMF is an asset.
• Excellent interpersonal, organizational, and communication skills (both written and oral). Able to produce strong documentation of procedures and training material for support staff and users.
• Excellent troubleshooting and problem-solving skills.
• Familiarity with Active Directory; experience with directory management tools like DRA a plus.
• Good understanding of Microsoft M365 (Outlook, PowerPoint, Word, Excel, MS Teams etc.) and other collaboration tools (Slack, Google Workspace).
• Willingness to learn new platforms.
• Familiarity with IT SOX compliance a plus.
• Knowledge of the Marketing and/or Advertising business a plus.

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

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.