Senior IT Support Specialist I

Job Description

At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future.

The IT Desktop Support Technician is a pivotal role that bridges technical execution with exceptional service delivery. You will be the face of IT, providing high-touch support for Windows and Linux environments. This role requires a unique blend of systems administration knowledge and a "white-glove" service mindset, ensuring that everyone from entry-level associates to C-Suite executives remains productive and secure

This role will primarily manage desktop support, ensuring all end-user computing technical issues are resolved in a timely and effective manner. Manage and maintain Windows and Linux workstations and servers to ensure optimal performance.

A team orientated mindset with the ability to work cross- functionally with global IT and security teams

The IT Desktop Support Technician is a critical role that combines technical expertise with hands-on experience in Windows and Linux workstation and server administration, along with a strong background in desktop support, system administration, and collaboration with cybersecurity teams. The candidate will be responsible for ensuring service onsite at a Nielsen location ensuring effective support to entry level associates as well as C-Suite leaders requiring White Glove support. The successful candidate will not only be a technical expert but also a team player, a problem-solver, and a key driver of continuous service improvement. Qualifications

Responsibilities

Technical Support Escalation:

o Serve as the first point of technical escalation for complex and challenging desktop, hardware, software, and application issues.

o Provide proactive issue finding, hands-on troubleshooting, and resolution for all end-user technology issues.

o Oversee the entire lifecycle of support tickets, from initial logging to final resolution, ensuring adherence to all SLAs and KPIs.

o Develop and maintain standard operating procedures (SOPs), knowledge bases, and user documentation updating existing procedures when required.

o Conduct user training sessions to enhance overall digital literacy.

o Diagnose and resolve issues related to printers, network connectivity, and other peripherals.

o Familiar with Network and Audio Video equipment and ability to collaborate and provide guided support as needed.

Strategic Operational Management:

o Own the full lifecycle of IT equipment planning, procurement, deployment, maintenance, and disposal.

o Contribute to the strategic planning and implementation of new desktop technologies and systems by evaluating hardware and software vendors and their offerings.

o Manage and execute IT projects, such as hardware refresh cycles, OS migrations, and software rollouts.

o Identify and implement process improvements to enhance the efficiency, quality, and user satisfaction of the desktop support service.

o Assist in system administration tasks, including user account management and system updates.

o Collaborate with the IT team to implement and maintain server infrastructure when required.

o Provide insights and recommendations for service enhancements based on user interactions and environmental issues.

o Excellent Communication with Stakeholders users and external vendors

o Support Projects aligned and cover timelines and expectations

o Familiar with Finance process CAPEX - OPEX

Technical Expertise (Essential):

o Hands-on experience with Microsoft Windows and macOS operating systems in an enterprise environment.

o Knowledge of Active Directory, Group Policy, and Azure AD for user and device management.

o Expertise in troubleshooting and managing the Google suite and Microsoft 365 services including but not limited to Intune and Autopilot deployments.

o Proficiency in hardware troubleshooting and support for desktops, laptops, peripherals, and mobile devices.

o Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP) and wireless technologies.

o Experience in utilizing IT Service Management (ITSM) tools, specifically ServiceNow (SNOW) or similar ITIL-based platforms (Jira), for incident, problem, change, and configuration management (CMDB).

o Experience in scripting or automation (Powershell, Python, etc) for asset tracking or support efficiency.

o Administer Windows and Linux servers, ensuring their stability, integrity, and efficient operation.

o Experience to provide Remote Support

Professional Attributes:

o Possession of a strong inclination toward continuous learning.

o Exceptional organizational and time management skills, with the ability to prioritize and execute multiple high-priority tasks in a fast-paced environment.

o Demonstrated ability to maintain composure and an empathetic, customer-first approach, especially during high-stress situations.

o Excellent interpersonal and communication skills.

o Demonstrated flexibility and adaptability.

Measurement

Leadership: Problem solving, Curious, Collaborative, Inclusive, Proactive, Accountable, Committed, Tenacious

Values: Open, Connected, Useful, Personal