Sr Technician, Client Services & Support

Simon & Schuster is looking for a hardworking, flexible, and talented individual to provide senior-level end-user support to our clients. The Senior Technician is a partner to our business and our other IS&T teams.  By understanding our technology stack and business, the Senior Technician is a subject matter expert and person whom other more junior technicians and end users can look to for support.  The IT manager relies upon the senior technicians to keep the environment running.  The position supports local and remote sites and participates in projects and other events. This position requires availability for an 8-hour shift daily, between 8:00 AM to 5:00 PM Eastern Time, Monday through Friday.  This position may, at times, require weekends and holidays. This position offers the potential for professional growth in terms of skills and technical knowledge. Required Experience and Capabilities 7 years of customer service experience in a helpdesk environment 5 years or more of advanced technical support experience Advanced hardware and software support, including desktop build imaging and configuration. A thorough understanding of the MS-Windows O/S and endpoints and how to provision, support, and maintain A thorough understanding of the Apple Mac O/S and how to provision, support, and maintain. Proficient in the use of online and remote-connecting software Functional use of collaboration tools, conferencing systems, remote support tools, and ticketing systems.  Service Now experience is a plus Demonstrated ability to function in a non-scripted helpdesk environment. This position requires examining, questioning, exploring, and troubleshooting various issues using Zoom, Outlook, and Network connectivity without scripted support. Ability to translate between “tech speak” and “non-tech speak” when communicating with non-technical staff. Excellent time and task management skills Hardware Inventory Management requirement Willing and able to learn company applications quickly and troubleshoot a wide variety of problems Excellent written and verbal communication skills (English required) Possess proficiency in a voice-chat environment using a headset with a microphone. Proficiency with live online chat support delivery tools (Zoom, Teams, & Slack) Able to adhere to internal documentation requirements and time-tracking. Acts with a sense of urgency.   Preferred MS-Windows 10 & 11 is a must. Apple Mac O/S OKTA set up and profiles. VPN experience. We use Pulse Secure and Global Protect. SharePoint is a plus. MS Intune and Entra is a plus. MS Office 365 MS Outlook connected to an Exchange Server. Service Now ticketing and inventory. Communication Programs: Teams, Zoom, & Slack Google Chrome and MS Edge. Apple iOS phone and tablet support. Citrix VDI Amazon & Web Services (AWS). MS-OneDrive. File and Print Sharing.   Educational Requirements: Minimum High School Diploma or equivalent Applicable industry certificates or equivalent experience

Salary : $85,000 - $95,000