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Job Details

Requisition Number 19-0042
Post Date 2/1/2019
Title Service Desk Specialist
Organization Name Macmillan
City New York
State NY
Description
Macmillan Publishers is a global trade book publishing company with prominent imprints around the world, publishing a broad range of award-winning books for children and adults in all categories and formats. Macmillan Publishers is committed to our authors, our employees, and to the environment.

U.S. publishers include Celadon Books, Farrar, Straus and Giroux, Flatiron Books, Henry Holt & Company, Macmillan Audio, Macmillan Children’s Publishing Group, Picador, St. Martin's Press and Tor Books. In the UK, Australia, India, and South Africa, Macmillan publishes under the Pan Macmillan name. The German company, Holtzbrinck Deutsche Buchverlage, includes among its imprints S. Fischer, Kiepenheuer and Witsch, Rowohlt, and Droemer Knaur.

Macmillan Publishers is a division of the Holtzbrinck Publishing Group, a large family-owned media company headquartered in Stuttgart, Germany.

We are an Equal Opportunity Employer committed to reflecting a broad representation of differences --race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, age, family status, economic background and status, geographical background and status, and perspective — in our workplace. The successful candidate for this position will be an employee of Holtzbrinck Publishers, LLC.
Requirements
Position Description:

The Role of Service Desk Specialist supports colleagues across Macmillan to solve their technical problems, provide a high level Support of Desktops and various applications, build relationships, and make their day across various platforms: Windows 10, some Mac OSX Knowledge.


Major Responsibilities:

• Provide Tier 1 & 2 PC Windows 10/Mac OSX Support.
• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Performing remote support via phone
• Performing Support via Landesk & Team Viewer
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
• Physical relocation of PC equipment including equipment installations and moves.
• Performing desktop tasks related to the Onboarding/Off boarding process.

Required Skills / Knowledge:

• Experience with Windows 10 Troubleshooting support
• Experience using Landesk or other Software deployment tool (SCCM)
• Active Directory Password reset
• Mac OSX Support
• Proficiency with Google Suite Products, Dropbox, Microsoft office, and Adobe
• Ability to support Macmillan owned applications and systems

Experience Needed:

• 2-5 years work experience as an IT Support Specialist in an enterprise environment
• VIP Support experience
• Ability to adapt to change in a fast paced environment

Educational Background Required:

• 2 year degree in IT related field or equivalent work experience.

Preferred but not required:

• CompTIA A+,
• MCSA, (Microsoft Certified Solutions Associate)

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