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Desktop Support Technical Spec

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Date: Nov 22, 2018

Location: New York, NY, US, 10016

Company: Houghton Mifflin Harcourt

Job Requisition ID: 14730

Additional Locations: 

The Organization

Houghton Mifflin Harcourt is a global learning company with the mission of changing people's lives by fostering passionate, curious learners. Among the world's largest providers of pre-K-12 education solutions, HMH combines cutting-edge research, editorial excellence and technological innovation to improve teaching and learning environments and solve complex literacy and education challenges. HMH's interactive, results-driven education solutions are utilized by 50 million students in over 150 countries, and its renowned and awarded novels, non-fiction, children's books and reference works are enjoyed by readers throughout the world. For more information, visit http://www.hmhco.com/

 

The Information Technology organization is transforming to realize our mission: Become a leader in HMH’s digital transformation, and as a strategic partner, innovate and deliver highest value, competitive advantage solutions across all corporate and business functions. Our ambition is to be a digital leader through innovation and develop and deliver leading edge technology such as robotic process automation and artificial intelligence to solve some of HMH’s greatest operational business challenges.  Our professionals will have business relevant skills to connect our HMH partners to technologies that propel the businesses to deliver the greatest value for HMH and our customers.  We are building a team of IT professionals with an insatiable appetite to learn, a relentless focus on customer service, a technological curiosity toward future possibilities, and a creativity in solving business challenges with leading technologies.  Our team will find ways to work together, create a sense of community where it’s safe to take risks and learn together, develop our careers, and all have an opportunity to work on new technologies.  We will work together, learn together and have fun together. As a team, we will lead HMH’s digital transformation.

 

The Opportunity – Desktop Support Technical Specialist

The Desktop Support Technical Specialist role reports to the Manager, End-User Experience and is responsible for providing second-line support for all employees and contractors within the organization's desktop computing environment. This involves working in a dynamic, fast-paced environment which includes installing, diagnosing, repairing, maintaining, and upgrading hardware and software to ensure optimal workstation performance.  The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion meeting customer satisfaction and continuous service delivery demands.

 

Duties & Responsibilities:

 

  • Install, upgrade, support, troubleshoot, and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of authorized software applications to satisfactory resolution in a timely manner.
  • Ensure workstations interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems.
  • To assist all users with any logged technology related incident when called upon.
  • To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the end user as soon as possible; collaborating and escalating incidents to other support teams or vendors where necessary.
  • To accurately record, update, and document incidents and requests using ServiceNow.
  • To install and configure new technology equipment.
  • To resolve incidents and upgrade different types of software and hardware.
  • To resolve incidents with printers, copiers, and scanners.
  • Assist in user/hardware movement and relocations.
  • To maintain first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
  • Maintain professional verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
  • To be a highly-motivated team player with the ability to manage changing priorities.
  • To create, maintain, and publish relevant job-aids and support documentation to assist all end-users in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
  • Exhibit a flexible approach to working on a rotation basis and provide necessary coverage where needed.
  • Stay up-to-date with the latest technologies and internal system processes.
  • Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.

 

Skills & Requirements:

 

Required Skills (Must Have)

 

  • 3+ experience in a Windows/Mac IT support role
  • Willing to be on call 24x7 to provide necessary support coverage where needed
  • Ability to demonstrate a working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite
  • Working knowledge of AD, Exchange, and remote-control tools
  • Strong experience performing incident triage, incident management and issue resolution
  • Strong problem-solving skills with the ability to solve complex technical issues a must
  • Fundamental computer networking skills sufficient for troubleshooting
  • Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone, and in writing
  • Must display drive, enthusiasm, and attention to detail
  • Take personal ownership to deliver customer satisfaction.
  • Respect and work effectively with diverse people, perspectives, and ideas
  • Knowledge and practical experience with service management tools; ServiceNow preferred

 

Desired Skills (Nice to Have in addition to the Required Skills)

  • Bachelor of Science in Computer Science (preferred) or equivalent experience
  • ITIL Foundation Certification
  • Industry certifications, this can include A+, N+, ACTC and/or MCDST
  • LANDesk experience a plus
  • Encryption tools such as MS BitLocker a plus
  • Experience of working in a busy and challenging IT organization

 

Physical Requirements

  • Might be in a stationary position for a considerable time (sitting and/or standing).
  • The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
  • Must be able to collaborate with colleagues via face to face, conference calls, and online meetings.

 

Houghton Mifflin Harcourt is committed to a comprehensive policy of Equal Opportunities and we aim to create a workplace which provides for equal opportunities for all employees and potential employee

ABOUT US:
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visit http://careers.hmhco.com  

PLEASE NOTE:  
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.


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