IT Support Analyst
San Francisco, CA

Job Description

As an IT Support Analyst at AKQA, you will first and foremost provide exceptional service to over 300 full-time and freelance employees across a variety of disciplines. Working in a demanding, fast-paced environment, you will demonstrate exceptional technical expertise and individual initiative while maintaining a friendly, customer-focused attitude.

As part of the AKQA team, you will have access to world-renowned thought leadership from influential authors, athletes, artists and entrepreneurs. You will work in an environment that fosters a meritocratic culture, surrounded by some of the brightest minds in their fields. From our location in San Francisco's SOMA district - the epicenter of the Bay Area's technology industry - AKQA offers employees the opportunity to produce meaningful work for world-class companies in one of the world's most vibrant and beautiful cities.

Role Responsibilities

* On-boarding and off-boarding of new and departing employees, including the creation and deactivation of user accounts, (de)provisioning of access, and desk setups and breakdowns
* Imaging, configuration and deployment of Mac and PC hardware as well as tracking of assets from onboarding to deprovisioning; lifecycle management
* Provide support services to all AKQA employees with technical problems and information technology issues including, but not limited to Microsoft, Apple and Adobe products
* Troubleshoot and resolve hardware, software and networking issues on Mac and PC
* Respond to IT calls and problem tickets; follow in-house procedures and escalation processes utilizing our ticketing system
* Produce clear and concise documentation and procedures for administrative tasks
* Timely resolution of problems or escalation on behalf of customer to appropriate support teams
* Maintain password security, data integrity, and file system security for the desktop environment
* Support and troubleshooting of printers, copiers and fax machines
* Assist in coordinating and performing desk moves, changes, or termination of service
* Support and maintain effective relationships with AKQA employees

Qualities, Skills and Experience

* Must have BOTH Mac and PC support experience
* Previous work experience in a design, media, digital innovation, architecture, advertising, marketing or P.R. environment
* Experience with Active Directory, Exchange server, Office 365 and Adobe Creative Cloud, as well as Windows 7/10 and Mac OS X operating systems
* Mac and PC (hardware & software) troubleshooting
* Experience with Cisco, VMware and other virtualization technologies,
* Experience supporting 100+ users
* Attention to detail, a drive for perfection and a natural ability to uphold a positive attitude at all times, even under stressful conditions
* Self-motivated and proactive spirit, with a desire to learn and grow as part of a team
* Proven ability to handle challenging, rapid-response user support
* Able to resolve problems calmly, efficiently and effectively, recognizing customers' competence levels and approaching each level appropriately
* Ability to clearly communicate verbally and in writing, as well as balance, prioritize and organize multiple tasks
* Experience with OKTA or other SSO platforms a plus
* Able to lift 50 pounds and have full physical ability to move furniture and perform light maintenance as described above
* A passion for, and ability to deliver, excellent customer service

AKQA is an Equal Opportunities Employer, we believe that diversity is vital to AKQA's ability to provide our clients with the best recommendations and are committed to fostering a varied and inclusive work environment. Your race, colour, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability or veteran status have no bearing on our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.