Lead Desktop Support Technician

Job Description

Penguin Random House is the leading publishing firm globally and is on a mission to ignite a universal passion for reading by creating books for everyone. With a multitude of imprints, or brands, that cover everything from fiction to cooking to religion to technology, we're already off to a good start, though we have plenty more room for improvement. It's likely that you have one of our fabulous books in your home; it's possible you'll go and have a look after reading this (but stay here for now).

We had an incredible year last year, especially across our Information Technology department, and as such we're looking to add to our Client Services team with a Lead Analyst. This role will entail providing customer service to both internal and remote users by assisting with computing-related problems: Windows operating systems, M365, in-house developed applications, network connectivity, printing, and accessibility to shared network and cloud resources. Simply put, you're someone without which we simply can't function as a company. Seriously, we need you.

Among many things, we'd love that you could demonstrate that you're able to create solutions that empower our employees to use technology to the fullest. We're transitioning as a business and you'll be at the forefront of the change, so creative thinking and problem-solving skills are going to hold you in good stead. This position would report to the Director, Client Services and would act as a right hand. They would not only be a resourceful for internal employees, but for team members as well.

There are many elements to being a Lead Analyst, but you will mainly be responsible for:
• Assisting employees in achieving business goals by keeping their computer and related applications and tools functioning smoothly
• Troubleshooting reported problems, both hardware & software, as and when they arise, while simultaneously looking for trends and inconsistencies
• Updating the IT Service Desk call tracking system and maintain information flow with both the IT Service Desk and peers
• Support with computers, mobile devices, audio and video-conferencing equipment hardware, software, and their usage across almost 3,000 staff currently working from home! (also you won't personally be responsible for all 3,000, but showing for how big we are)
• Acting as a subject-matter expert (SME) and handle escalated inquiries from junior colleagues within the team
• Resolving technical problems with Local Area Networks (LAN), and home Wi-Fi networks (this still includes telling people to check their own systems first!)

There's a lot more to the role, but these are the elements that we think arise more than others and you'll see that the ability to offer your colleagues the support they need is of high importance. You'll be working with a team that is the center of keeping us going!

With this in mind we'd love for you to have:
• 7+ years of supportive work experience in IT, or the equivalent in education and work experience
• Ability to and experience with how to install and troubleshoot Windows 10 OS (or better where appropriate)
• Ability to manage conflicting priorities effectively while building relationships with the business across all levels and divisions to help with issues as and when they arise
• Ability to demonstrate high level knowledge of Remote Computing technologies and mobile computing devices such as iPhones, iPads, and Android
• Solutions focused mentality, and not just with your own work, we want you to speak up if you identify something we can do better as a company!

There's so much to love about a career at PRH, and the team is just the starting point. We're building internal communities to maximize the knowledge we all bring so that we're operating from a center of excellence, there's constantly opportunities to learn new languages, whether they be technical or other, and with an incredible level of retention, this could be the last time you'll need to look for a new career!

Apply now and showcase in your resume and cover letter how you could help one of the world's largest publishing firms turn into the powerhouse we're going to be. Looking forward to hearing from you!

Please apply using our online application process, and please include your resume and cover letter with salary requirements. Full-time employees are eligible for our comprehensive benefits program.
Our range of benefits include, but are not limited to, Medical/Prescription drug insurance, Dental, Vision, Health Care/Dependent Care Flexible Spending Account, Health Savings Account, Pre-Tax and Roth 401(k), Short and Long-Term Disability Insurance, Life/AD&D Insurance, Commuter Benefits, Student Loan Repayment Program, Educational Assistance & generous paid time off.

Penguin Random House is the leading adult and children's publishing house in North America, the United Kingdom and many other regions around the world. In publishing the best books in every genre and subject for all ages, we are committed to quality, excellence in execution, and innovation throughout the entire publishing process: editorial, design, marketing, publicity, sales, production, and distribution.
Our vibrant and diverse international community of nearly 250 publishing brands and imprints include Ballantine Bantam Dell, Berkley, Clarkson Potter, Crown, DK, Doubleday, Dutton, Grosset & Dunlap, Little Golden Books, Knopf, Modern Library, Pantheon, Penguin Books, Penguin Press, Penguin Random House Audio, Penguin Young Readers, Portfolio, Puffin, Putnam, Random House, Random House Children's Books, Riverhead, Ten Speed Press, Viking, and Vintage, among others. More information can be found at http://www.penguinrandomhouse.com/ .

Company: Penguin Random House LLC

Country: United States of America

State/Region: New York

City: New York

Postal Code: 10019

Job ID: 148770

Date:

Jun 18, 2021

Location:

Jobcode: Reference SBJ-r1ox6y-3-141-24-134-42 in your application.