Meet Draftfcb: We are the first global, behavior-based, totally inclusive, highly creative and fully accountable marketing communications organization operating against a single P&L. At Draftfcb, we deliver a real “Return on Ideas.”

Draftfcb is investing heavily in creating renaissance practitioners, people conversant across marketing disciplines and media channels. Leaders -- people with a voice who are willing to take educated risks -- are always welcome.

The Jr. Support Analyst provides day-to-day administrative functions and problem resolution related to workstations, printer, peripheral and network issues that cannot be resolved by the Centralized Service Desk (CSD).  The Jr. Support Analyst must have solid customer service skills as well as technical experience in supporting Windows Desktop Operating Systems in a “mission critical” environment. 

Specific Duties

·         Create and respond to desktop related tickets to determine appropriate corrective actions and/or escalation

·         Regularly update the ticket tracking system with status and fixes

·         Significant direct interaction with customers, requiring strong interpersonal skills with heavy focus on client relations

·         Install software and/or hardware peripherals, apply security patches and anti-virus updates

·         Troubleshoot problems by applying established techniques, procedures and specific standards as determined by the End User Engineering Services team

·         May serve as the local office primary point of contact for administration and hardware/software support for new and existing file, print, and application servers

·         Resolve end user’s desktop computer issues, issuing/tracking loaner hardware, printer troubleshooting and configuration

·         Provide or assist with user administration (adds, changes, deletes, disk space management, backups, and file restores) until some or all of these functions migrate to the helpdesk.  Facilitate centralization to helpdesk

·         Participation in new and existing infrastructure deployments and coordination of projects with GIS End user Engineering Services, Core Services, and Global Networking teams to provide site designs according to documented standards

·         Prepare documentation and checklists to ensure a high quality of service thus maximizing efficiency and effectiveness

·         Expected to work closely across all GIS disciplines for problem resolution

·         Perform related duties as assigned or requested

·         Required to respond to after-hours/emergency support requests as needed

·         Responsible for implementation, issue resolution, escalation and communication

·         Responsible for timely and accurate analysis and system administration

·         Responsible for administration, maintenance and functionality of server systems

Qualifications

·         Associates degree and/or one-three years equivalent End User computer support work experience

·         Advanced knowledge of various MAC and PC software and hardware equipment, basic to intermediate LAN/WAN knowledge as well as the ability to analyze and solve semi-routine and more moderately complex computer related problems

·         Previous experience in troubleshooting, hardware, network and remote access problems is required

Our Commitment to Diversity & Inclusion:

Draftfcb is committed to diversity of people and thought. We're fostering a culture that is inclusive, promotes mutual respect and maximizes individuals' full potential to ultimately benefit our employees, their families, our clients, vendors and shareholders. We promote acceptance, collaboration, creativity, responsibility and accountability among people of diverse backgrounds and perspectives. We hope to better our agency and our industry by engaging the next generation of talent and welcoming their input and contributions to our company and our clients' businesses.

Equal Opportunity

It is the policy of Draftfcb to provide equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, ethnic origin, gender, age, marital status, veteran status, sexual orientation, disability, or any other basis prohibited by applicable federal, state, or local law.