Tech Support Analyst

The Marketing Store, a HAVI company, is a privately held global Agency that innovates, optimizes and drives marketing promotions and supply chains of many of the best-known brands in the world. When you work at The Marketing Store, you have a chance to make your mark – to be a part of work that drives value, brings a smile and keeps everyday life moving forward. Which means it’s not the size of our global footprint, but rather your personal fingerprint, that has the power to make a real difference for our customers… and to touch the lives of people both at home and around the world. 

 

We are staffed by a senior team of classically trained marketing professionals. Having developed an insightful, strategic, brand-building process for creating advertising campaigns, we have adapted this same thinking to promotions, digital, direct, the Internet, CRM, loyalty, premiums and events. The result is unique solutions that cover the gamut of marketing channels. Our clients include McDonald’s, Nissan, Infiniti, T-Mobile and more!

 

Responsibilities

HAVI is seeking a Technical Support Analyst to provide both phone and desk-side support to internal employees and external partners to support business operations and deliver IT operational excellence on a daily basis. Additional responsibilities include:

 

  • Provide first contact resolution of technical support issues within the expected service level agreement for MACs and PCs.
  • Support mobile technology and devices (iOS and Android).
  • Knowledge of Microsoft O365 suite.
  • Use/audit team standard operating procedures to resolve incidents and service requests.
  • Log tickets into Service-Now tool, tracking incidents and service requests impacting all users.
  • Deliver solutions to effect gains in efficiency for IT objectives.
  • Identify opportunities to reduce costs of technology and/or increase productivity.
  • Validate all technology assets comply with the IT policy for security and legal/illegal software.
  • Protect Company and User data.
  • Manage tickets/relationship with 3rd party service providers.
  • Notify IT Risk Manager of any concerns involving risks to the company through technology.
  • Responsible for aiding in own self-development by being available and receptive to any training made available by the company.
  • Ability to travel between Downers Grove and Downtown Chicago office when required.

 

Desired Skills & Experience

  • Bachelor's degree or equivalent experience
  • A minimum three years of experience with an IT background in supporting day-to-day operations within a Technical Support function
  • Technical certifications and/or ITIL foundations certification is a plus
  • Knowledge or experience supporting
    • Apple OS and Windows environments
    • Desktop/Laptop/Printer Hardware troubleshooting
    • Experience troubleshooting MACs and PCs
    • MS O365 Suite for MACs and PCs
    • Adobe Creative Suite support and knowledge is a plus
    • Mobile technology and devices including Smartphones (Androids and iOS)
    • SharePoint
    • MS Active Directory
  • Demonstrates initiative, self-discipline, a positive attitude and strong work ethic with attention to detail
  • Can effectively communicate complex issues to both technical and non-technical individuals
  • Demonstrates strong written, oral, presentation and listening skills; includes giving respectful, full attention to people, taking time to understand the points being made and asking questions as appropriate
  • The ability to follow policies and procedures, maintain accurate and detailed Help Desk tickets

Benefits

The Marketing Store provides comprehensive benefits offerings to all full-time employees starting on day one. Our benefits include options for medical and dental insurance, 401(k) plan with Company matching provision, profit sharing, flexible spending accounts, tuition reimbursement, life insurance, health and wellness benefits (including discounts on products & services), employee assistance program, and disability insurance.

 

Thank you for your interest in The Marketing Store.

Please note that we will only contact candidates who are selected for an interview.

The Marketing Store is an equal opportunity employer.

We do not accept unsolicited calls, resumes or candidate referrals from recruiters and agencies.

 

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • DB2Databases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TeradataDatabases

Location

Our company is in the heart of the Loop, making for an easy commute. We are blocks away from the river and the lake surrounded by trendy hotspots.

An Insider's view of The Marketing Store

How would you describe the company’s work-life balance?

The Marketing Store offers employees an incredible work life balance. We all work hard to get the work done but our personal lives and passions outside of work are always supported. Employees are encouraged to have flexible work schedules, working remotely when needed and finding time to do what they love in and out of the office.

Alysha

Vice President, Communications

What's the biggest problem your team is solving?

We’re leveraging data to solve marketing challenges for clients to understand who their customers are, and to activate future games & promotions. By using data, we’re enabling our clients to make data driven decisions and create custom experiences that will resonate with their target audience.

Wendy

Senior Director, Analytics

What makes someone successful on your team?

Being solutions oriented is the secret to success at The Marketing Store. We’re lucky to work with some of the biggest brands on new digital initiatives – which means we are often navigating in the unknown and encountering new scenarios. Successful team members can access current road blocks and determine how they can help solve the problem.

Leigh Anne

Director, Product Management

How do your team's ideas influence the company's direction?

Analytics is at the core of what we strive to achieve at TMS – measurable impact to our client’s business. The decision science team is responsible for enabling the descriptive and prescriptive marketing analytics that drive strategic recommendations and shape the programs that we execute across the agency.

Tom

Manager, Decision Sciences

How do you empower your team to be more creative?

I let creatives do what they came here to do by empowering them to think and have a point of view. Make them trust me because I commit to their development and follow through. I challenge their thinking and executions, so they can think strategically. Respect them as humans and provide them with an environment where they have fun and can grow.

Diana

Vice President, Creative Director

What are The Marketing Store Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Tuition Reimbursement
Promote from within
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