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Desktop Support Technician at MediaMath
New York City, NY, US
Overview

MediaMath is a global technology company that's leading the movement to revolutionize traditional marketing and empowering marketers to unleash the power of goal-based marketing at scale, transparently across the enterprise. Our platform - TerminalOne Marketing Operating System - handles billions of transactions every hour and hundreds of millions of internet users every day, which means every solution must be built to scale. Our breakthroughs create new marketplaces and solve long-standing problems in an industry that is constantly evolving. Our engineers are building the leading technology platform to power the new digital marketing ecosystem, and we are looking for driven, curious innovators to join our team.

It is our aim to ensure both a human-friendly working environment, while scaling solutions to provide secure and efficient technology to all MediaMath employees. You will also troubleshoot desktop PC and Mac problems, and respond to and follow-up on internal and external customer support problems. Strong communication skills are key as this role involves heavy face to face customer support.

Together with Facilities, IT is the backbone of our business, the underlying structure that reinforces MediaMath's growth, and propels this world-class organization to perform at the highest levels.

This is a terrific time to join the team as we mature the organization from a start up to enterprise environment. You will be responsible for learning, maintaining and documenting information pertaining to our regular IT systems and sophisticating process as well as software and applications used across the organization.
Responsibilities

Configure, install, and support desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals.
Monitor, respond to and escalate service tickets in a timely manner, highly customer-service oriented manner
Utilize and help develop ‘best practice’ documentation for key systems and services
Develop tools and processes to automate tasks where applicable
Oversee inventory management and asset tracking
Provide issue tracking and resolution by preforming metrics and reports that analyze the nature of tickets and how long it takes to resolve tickets, in order to improve the process as a whole and provide more efficient and effective support
Participate in training and work to develop and maintain top knowledge in existing and new technologies to provide most effective support
Support Systems Administrators with day-to-day activities and larger projects as assigned
Work with IT Coordinators/Project Managers to provide technical knowledge and assistance as needed

This is not an exhaustive list of responsibilities. As part of our global team, you may be required to be work off-hours or be on-call on a rotating basis. Other duties may be assigned, as needed. MediaMath retains the right to change job duties at any time.
Qualifications

Background
3+ years of desktop support and working knowledge of server environments with the following systems: Mac OS, Windows XP, Windows 7, and various Windows Server versions (2k3, 2k8)
MCP or A+ certification a plus
Skills
Experience configuring and troubleshooting enterprise wireless devices, including BlackBerry, iPhone and Android
Experience with cloud computing virtual private networking (EC2, AWS, Rackspace)
Understanding of networking technologies and ability to troubleshoot LAN environments
Working knowledge of TCP/IP networking concepts
Working knowledge of network configurations for virtual platforms
Desired
Experience with Network Security
Understanding of VOIP concepts
Traits
Excellent customer service skills; including written and verbal communication skills
Proactive approach to issue resolution
Ability to work independently and within a highly collaborative team
Time management skills, and ability to meet deadlines