Help Desk Technical Analyst, Information Technology
Merkle Inc. - New York, NY

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Who we are:
Merkle, a technology enabled, data driven customer relationship marketing (CRM) firm, is the nation’s largest privately-held agency. As a leading provider of fully integrated customer relationship marketing solutions, we provide the framework for organizations to apply quantitative strategies to their marketing programs across mass, direct, and digital media. By combining a complete range of marketing, technical, analytical and creative disciplines, Merkle works with clients to design, execute and evaluate connected CRM programs. With more than 2,000 employees globally, Merkle has offices in Boston; Columbia; Denver; Hagerstown; Little Rock; London; Minneapolis; Montvale; Nanjing; New York; Philadelphia; Pittsburgh; San Francisco; and Shanghai.

At Merkle, we are avidly intent on being a company where exceptionally talented people want to work and clients want to do business. For more than 25 years, many of the world’s top brands, financial institutions and leading nonprofit organizations have partnered with us to maximize the value of their customer portfolios. Our clients include: GEICO, Dell, DirecTV, Microsoft, MetLife, Regions, Travelers, the National Multiple Sclerosis Society, the American Cancer Society, and Susan G. Komen to name just a few.

Our employees are engaged in solving complex client issues, and we work hard to ensure that we are keeping our employees happy – these things drive us. Merkle has been experiencing sustained 25% growth since 1989, with revenues of $315M in 2013 and a projected run rate of approximately $360M for 2014. We hire individuals that thrive in a growth environment. We are people centric culture and proud of the recognition we have received including:

Advertising Age A-List: “Agency to Watch in 2012”;

SmartCEO Magazine as a Future 50 Company ’11;

The Washington Post’s Post 200 ’13;

The Denver Post’s Top Workplaces ’13;

Pittsburgh Post-Gazette’s Top Workplaces ’12, ’13;

Baltimore Magazine’s Best Places to Work 2009, ‘10, ’11;

What We Need:
Help Desk Tech Analyst, Information Technology candidates will demonstrate the ability to thrive in a fast paced environment, work independently, assess incidents/requests, and apply the correct level of urgency to achieve a mutually accepted solution, all while providing exemplary customer service in support of Merkle’s technology vision. The Remote Tech Analyst should have previous experience with technical support and a strong drive to learn new enterprise class technologies.

This role reports to the Manager of Managed Hosting. The role will work with a team of geographically distributed Merkle staff.

Position Responsibilities:
Be the primary coordinator of all IT and facility needs for their assigned office.

Triage server, network, and events and ensure that the incidents are resolved within the established SLA/OLA.

Perform tier 1 and tier 2 incident management tasks.

Ensures all equipment is properly maintained, service calls are placed in a timely manner and tracked.

Assist with vendor management.

Provision/Decommission hardware (Laptops, Desktops, Macs, Servers, Storage) following the documented procedure.

Act as “smart” hands for SME’s providing technical direction.

Provision and Reclaim software from end user hardware.

Utilize ticketing system(s) to document issues, communicate statuses, and resolution.

Escalate issues as defined in documented escalation procedures.

Other duties as assigned.

Provide on-call and after-hours support as required.

Uphold and promote Merkle’s core values and culture.

Measures of Success:
Maintain a high level of customer service.

Demonstrate the ability to learn and perform troubleshooting for servers and network hardware.

Demonstrate the ability to work as part of a team and share knowledge with team members.

Positive recognition as noted on Employee and Customer satisfaction surveys, completed on a periodic basis.

Successfully resolve technical incidents/requests within SLA/OLA timeframe with a high level of quality, escalating where appropriate.

Ensure local management is aware of issues affecting the office.

Position Qualifications:
This position requires the ability to work independently with limited direct supervision.

Communicate clearly both orally and in writing.

Possess superior telephone etiquette and the ability to deal effectively with end users, peers, and management even under extremely stressful conditions.

Possess the ability to respond effectively to sensitive inquiries and complaints.

Possess the ability to read, analyze, and interpret helpdesk tickets and emails.

Relate in a positive professional manner with end users and coworkers.

Interact well with different personalities.

Make decisions and judgments based on standard procedures.

Demonstrate analytical and problem-solving skills, and the ability to organize and prioritize several projects and tasks at one time.

Demonstrate the ability to determine when to escalate issues based on SLA or severity level.

Demonstrate PC proficiency using common software programs such as MS Word, MS Excel, MS Outlook, etc.

Demonstrate basic understanding of enterprise data center concepts such as Windows, networking, server administration, and the Internet.

Demonstrate the ability to learn new skills techniques and responsibilities.

Flexibility to work non-standard work hours including nights, weekends, and holidays.

Ability to lift boxes which weigh up to 70 pounds.

Must be reliable related to schedule and recurring tasks.

High School Diploma or equivalent

College degree preferred

2 years experience in a technology based customer service environment

A+, MCSE, MCITP, CCNA Certifications preferred

Required Skills

This position requires the ability to work independently with limited direct supervision.

Communicate clearly both orally and in writing.

Possess superior telephone etiquette and the ability to deal effectively with end users, peers, and management even under extremely stressful conditions.

Possess the ability to respond effectively to sensitive inquiries and complaints.

Possess the ability to read, analyze, and interpret helpdesk tickets and emails.

Relate in a positive professional manner with end users and coworkers.

Interact well with different personalities.

Make decisions and judgments based on standard procedures.

Demonstrate analytical and problem-solving skills, and the ability to organize and prioritize several projects and tasks at one time.

Demonstrate the ability to determine when to escalate issues based on SLA or severity level.

Demonstrate PC proficiency using common software programs such as MS Word, MS Excel, MS Outlook, etc.

Demonstrate basic understanding of enterprise data center concepts such as Windows, networking, server administration, and the Internet.

Demonstrate the ability to learn new skills techniques and responsibilities.

Flexibility to work non-standard work hours including nights, weekends, and holidays.

Ability to lift boxes which weigh up to 70 pounds.

Must be reliable related to schedule and recurring tasks.

High School Diploma or equivalent

College degree preferred

2 years experience in a technology based customer service environment

A+, MCSE, MCITP, CCNA Certifications preferred

Required Experience

Merkle Inc. - 4 months ago - save job - block
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