IT Support Technician

WE HAVE CREATED A WORLD WHERE ART AND SCIENCE ARE BEST FRIENDS

Known is a modern marketing company engineered for the unprecedented opportunities and challenges facing marketers today. We are about 500 people strong, pairing PhD data scientists with award-winning creatives, strategists, engineers and expert research teams to produce some of the most innovative and cutting-edge creative work in culture. We believe that when creative truly collaborates with science, strategy, and technology, amazing things can happen. 

Our clients span the leading brands in finance, technology, media, CPG, real estate, and many other categories. These partnerships have earned us multiple awards and recognition: Emmys, Clios, Effies, Cannes Lions Awards, ProMax Agency of the Year, and most recently, Digiday’s Most Innovative Media Agency.

We couldn’t create this award-winning work without seeking out and hiring the best talent. What does it mean to be a Knowner? We are curious innovators, knowledge-hunters who are constantly challenging ourselves to do better and be better for our clients, for our team and for our world at large. Our offices around the U.S. are open and while most of our people work in a hybrid setting, we are a distributed workforce with a number of Knowners working remotely.

BUT ENOUGH ABOUT US, LET'S TALK ABOUT YOU

About the role:

Known is seeking an IT Support Technician to join its IT, Infrastructure, and Security team in our New York office. This position provides tier-1 & 2 level technical support, including but not limited to diagnosing, troubleshooting, repairing, and debugging Windows 10, macOS, iOS, Android, AV equipment, wireless and other software. 

WHAT YOU’LL DO

• Provide first-tier technical support to internal and external customers; install, configure, troubleshoot, monitors, and maintain customers' desktop software and hardware; support mobile workforce.
• Consult with customers on all aspects of end-user computing and desktop-based systems software; independently resolve more complex, less-defined issues.
• Work independently in troubleshooting and providing solutions to unresolved hardware and software problems through the ticket system.
• Maintain passwords, data integrity, and system security for the desktop and mobile environment.
• Provide technical support and guidance through Tier II support, training, and publication of documentation; seek hardware repair through outside vendors.
• Conduct site surveys and implements moves; adds/changes modifications to existing equipment through Jira Service Desk.
• Evaluate, maintain, modify (e.g., create macros, templates), and document desktop application packages; participate in the testing and evaluation of new desktop packages, implement prototypes, and consult with customers on the selection of software applications.
• Manage hardware inventory using AssetTiger, an asset management tool.
• Mobile Device Management (MDM) experience, including Jamf and/or Microsoft Intune, is a plus.
• Complies with established policies and standards to ensure that access to company information and systems resources in any medium or format is limited to authorized personnel.
• Hours: 9:00 a.m. - 6:00 p.m.
• Onsite Support: 4 - 5 days/week
• Domestic Travel: 10% - 15% of the time

WHO YOU ARE AND WHAT YOU HAVE

• Bachelor’s degree is required.
• 3 to 5 years of Office 365 experience.
• Strong working knowledge of Windows 10 and macOS.
• A basic understanding of AV hardware and software.
• White-glove service approach to IT support and ability to convey confidence under pressure and remain calm.
• Critical thinking and deductive reasoning capabilities.
• Ability to work in a fast-paced, high-volume environment
• Excellent interpersonal skills
• Excellent time management, organizational skills, and attention to detail

SOME OF OUR PERKS

• Unlimited paid time off
• 401k with company matching and no vesting period
• Annual bonuses
• Vacation bonus
• Generous medical plan
• Paid parental leave
• Charity perk
• Company-wide events and retreats

ONE LAST THING TO ASK YOURSELF

All this might sound great, but you’re probably still wondering, “Would I be a good fit for Known?” or “Would Known be a good fit for me?” Our culture is propped up by four values that we aspire to every day: We are one team. We see the good. We never stop learning. There’s always a better way. At Known we are setting out to build something more than just a company. We are building a legacy filled with exceptionally talented people with a kaleidoscope of backgrounds, experiences, and origin stories who feel encouraged and empowered to bring their whole selves to work, and to partner with us in molding and shaping our culture through our values.

Known is an equal opportunity employer and does not discriminate against employees or qualified job applicants on the basis of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or locally protected class.

The base salary for this position is $80K - $95K.

               This range is posted in compliance with state and municipal Pay Transparency laws. In addition to base compensation, this role is eligible to receive additional Known benefits.

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