Information Technology Support Specialist

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The IT Support Specialist responds to user queries, answers questions, and resolves hardware and software problems in a multiple platform environment. Diagnoses, identifies and resolves problems. Utilizes diagnostic software packages and confers with internal technical support personnel, operations groups and/or vendors to affect solutions. May refer more complex problems to higher-level technical staff personnel for resolution. May implement corrective actions from remote site or guide user through corrective actions. Ensures corrective actions are implemented and hardware and/or software are functioning properly. Generates appropriate documentation. May provide guidance, training and direction to lower level or less experienced Help Desk personnel.

* Provide support and technical assistance to corporate computer end-users via face-to- face * visits, telephone support, and remote access programs (both Windows and Mac) * Routine tasks will include installation, configuration, network access, support * troubleshooting operating systems and productivity software in a corporate WLAN/WAN/LAN * environment. * Provide support and technical assistance for iPhones and iPads, peripheral equipment, and software * Provision, manage accounts, and provide support for various internal and cloud based systems * Heavily involved in deploying new hardware, automating software rollouts/upgrades, backups and retirement of obsolete hardware. * Attend training seminars and in-service programs as requested by supervisor. * Provide Help Desk support to all users via Ticketing System and Help Desk Phone line. * Evaluate and recommend desktop hardware and software. * Assist training customers/users on various desktop functions; participate in Staff Development programs. * Travel to other Monotype offices to provide IT Support (domestic and international) – In NYC, time will be split as needed between 2 offices. * Respond to off hours’ pager 1 week/month * Exposure to mechanical and electrical hazards associated with computer equipment, and handling of light to moderately heavy objects

* Bachelor’s Degree or Associates Degree plus relevant certifications. * Must have at least two years help desk experience. * Relevant certifications include CompTIA A+, CompTIA Network +, CompTIA Linux+, CCNA, * Apple, MCP, MCDST, MCSA, and/or MCSE and are a plus. * Experience supporting PC hardware (Dell hardware a plus), Microsoft Windows 7 and higher, * Office 2013 and higher * Strong experience supporting Apple hardware, OS X 10.9+, Office 2011 and 2016 for the Mac * and Outlook/Apple Mail for the Mac. * Experience with current and popular cloud applications and configurations, like Google, AWS, * Dropbox etc. * Experience with remote access programs including Cisco VPN, Windows Remote Desktop, * Windows Terminal Server * Experience with Windows Active Directory Networking including logon account management, * group/user policies, logon scripts, network printers, etc. * Experience with virtualization technologies including VMware Fusion, ESXI, Workstation * Experience working with backup systems, configuration, and maintenance as they relate to * backup/recovery of data on corporate networks. * Familiar with inventory and policy management software. Jamf, Dell Kace, and Microsoft SCC * knowledge a plus. * Basic understanding of network communications equipment such as firewalls, routers, switches, * hubs and VPNs. * Excellent communication skills, both written and verbal. * Ability to thrive in a fast-paced environment.