End User Services Technician

As a member of the End User Services team, your position provides excellent customer service to the Americas staff within dentsu

• • Deliver exceptional and timely support to the business
  • Act as an escalation point for all business-critical requests and incidents
  • Assist with service optimization efforts by raising process issues with the team and recommend solutions
  • Keep informed of companywide technology efforts and adhere to all technical standards
  • Build and maintain a solid working relationship with team members to collaborate and share solutions
  • Establish and maintain key relationships across technical teams to keep informed of changes and escalate issues when needed
  • Utilize the ticketing system to track and respond to user requests, document symptoms and status information, and provide solutions for known problems in a timely fashion
  • Balance day-to-day service delivery with work on special projects as assigned. Assist in the development of Information Technology policies, procedures, and documentation
  • Additional tasks as assigned

• • 1-2 years hands-on experience of Microsoft desktop environments, Office 365 and current OS version
  • 1-2 years hands-on experience of Apple Mac hardware, software, current OS version
  • Experience with ticket management systems (ServiceNow) a plus
  • Experience with MS Teams (application, conferencing, enterprise voice)
  • experience supporting iOS and Android device
  • A/V usage and support experience
  • Experience with Active Directory, including Security groups and Distribution List updates
  • A dedication to quality customer service, and superior customer service instinct.
  • Strong verbal and written interpersonal and communications skills.
  • Excellent follow through and attention to detail.
  • Strong problem-solving skills and independent decision-making ability.
  • Good task management and organizational skills.
  • A desire to learn!
  • Experience with Cisco/Juniper VPN clients desired.
  • Technical degree a plus

Helpful Experience:

• • Experience with ticket management systems (ServiceNow) a plus
  • Experience with MS Teams (application, conferencing, enterprise voice)
  • experience supporting iOS and Android device
  • A/V usage and support experience

Measures of Success:

• • Effective management of ticketing queues
  • Meeting established department metrics for ticket
  • Process improvements

The anticipated salary range for this position is $60,000-62,000. Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geography. A range of medical, dental, vision, 401(k) matching, paid time off, and/or other benefits also are available. For more information regarding dentsu benefits, please visit https://dentsubenefitsplus.com/

Employees from diverse or underrepresented backgrounds encouraged to apply.
Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact recruiting@dentsuaegis.com if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.

About dentsu
Dentsu is the network designed for what’s next, helping clients predict and plan for disruptive future opportunities in the sustainable economy. Taking a people-centered approach to business transformation, dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society www.dentsu.com.

We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact your recruiter if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.