Senior Helpdesk Support Specialist

Joele Frank, a leading strategic and financial communications firm, is seeking a Senior Helpdesk Support Specialist to be based in our New York office. This person will be reporting to the Director of Information services.    We are seeking an individual to aid with technical support to our Audio Visual/MAC setup and operation of small to large-scale audiovisual system configurations in a fast-paced conferencing center environment. Additionally, supporting our Design department MAC systems. The individual will engage with AV vendors, assist in overseeing AV system installations, and manage repairs. Lastly, they will ensure seamless integration between MAC systems and 365 (Email/SharePoint/OneDrive) in addition to assisting with day-to-day helpdesk tickets.     This is a key role, interfacing with all levels between the Technology department and across all business units. This individual will be technically adept, hands‐on, a self‐starter, passionate about technology, have strong communication skills, and be collaborative.   Responsibilities: · Provide on-site Teams, Zoom, Webex and Conference room technical support for all employees at the “White Glove” level. ·  Determine staff and client expectations for all technical requirements for events. ·   Execute all aspects of videoconferences including call set up, end user training, troubleshooting, and follow through on escalation of issues with vendor and/or manufacturer. ·  Provide training and knowledge base info to all levels of end users on presentation technology equipment. ·  Perform routine maintenance, testing and daily room checks to confirm functionality of all AV equipment and software. ·  Provide Design Teams assistance with their MAC desktops/laptops and assist in configuration and integration between MAC IOS and Microsoft 365 environment. ·  Assist in managing helpdesk tickets related to ALL IT requests. ·  Document and analyze technical issues and staff interactions. ·  Attend trainings to stay current with best practices on how to help customers with technical situations.   Candidates should possess the following:   · 5+ years of experience as an Information Technology Specialist with emphasis on AV systems and MAC Support · Extensive knowledge of Microsoft Office Suite and 365 cloud offerings · Experience and certifications for Crestron, One Beyond, Biamp, and Logitech Rally Bars, Samsung Frame displays, Mersive is a plus., ·  AV and presentation technologies experience in a professional environment · Working knowledge of Teams/Teams Rooms, WebEx, Zoom, GoToMeeting, Abode Connect, or similar Web conferencing and/or Webcasting applications. · Excellent communication and client interaction skills (including verbal and written communication). ·  Must be able to operate in complex situations and working within multiple systems. · Ability to lift and transport moderately heavy to heavy objects, such as computers and peripherals. ·  Ability to monitor and maintain the hardware and software configurations. ·  Ability to develop processes and procedures for MAC desktop support. · Configure, install, and support Apple computers, printers, monitors, portable data storage devices, and other general peripherals. · Ability to maintain the security of the macOS estate through security patches, and best-practice configuration of macOS' in-built security features, install/maintain End Point Protection, and other security tools.