WHY DEPT®?
We are pioneers at heart. What this means is that we always lean forward, thinking of what we can create tomorrow that does not exist today. We were born digital and we are a new model of agency, with a deep skillset in tech and marketing. That’s why we hire curious, self-driven, talented people who never stop innovating.
Our culture is big enough to cope and small enough to care. Meaning, that with people across 20+ countries, we’re big enough to provide you with the best tools, global opportunities, and benefits that help you thrive. While acting small by investing in you, your growth, your team, and giving you the autonomy to solve our clients' problems, no matter where you are in the world.
JOB PURPOSE
In this role, your primary role will be to manage IT support tickets and manage projects aligned with global initiatives, which are assigned based on your training progression. Our focus is on fostering both your professional and personal growth through technical training, while also emphasizing the development of interpersonal and soft skills to support a well-rounded career at DEPT®.
You will report to the AMER Regional IT Director, who will guide you through your training and career development, helping you navigate challenges related to tasks, projects, and work relationships. Teamwork is essential, as you will collaborate with colleagues globally, and understanding and navigating cultural differences will be a key part of your interactions.
We value your openness to constructive feedback and your ability to apply newly acquired skills to future tasks and projects. While much of the work will involve routine and repetitive tasks essential to "keeping the lights on," we balance this with opportunities to work on engaging projects and develop new skills. In the early stages, expect detailed instructions and a constant feedback loop. As communication develops and trust is built, you will gain greater autonomy.
Our customers are DEPT® employees worldwide, so clear communication is critical when addressing their requests. The ability to explain technical information in layman’s terms is highly valued, along with strong customer service skills.
KEY RESPONSIBILITIES
Global Support: These responsibilities mark the beginning of your career at DEPT®. As you gain experience, you will become more efficient with tasks, allowing you to take on additional training and responsibilities. Your responsibilities will include, but are not limited to, the following:
- Collaborating with the Global IT Team to resolve daily tickets
- Provide support remotely, using Jira Service Management ticketing system, Slack, email, and video conferencing as primary sources of communication
- Being resourceful with troubleshooting, referencing process documentation
- Ability to produce high-quality results, minimizing errors and repeated questions
- Resolve IT Support tickets promptly
- Manage user accounts and permissions across multiple platforms in systems such as Atlassian, Google, Keeper, Slack, and other company tools with proper training
- General hardware support, password resets, basic troubleshooting
- Assist in employee onboarding and offboarding processes
- Conduct routine audits with detailed instructions provided by Product Owners
- Assist with maintaining IT documentation for systems, applications, internal processes, etc.
WHAT WE ARE LOOKING FOR
A good fit for this role is someone who remains calm and level-headed, handling challenging situations with composure while maintaining a positive attitude. You provide constructive feedback and express concerns professionally, ensuring emotions don't hinder communication or teamwork. You also embrace change as essential for growth and recognize that adaptability is crucial to supporting the team’s evolution.
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Approx. 1 - 3 years of experience in IT support or related roles
- Strong knowledge of IT software and hardware support
- Experience with Atlassian tools like Jira, Confluence, etc.
- Experience with Asset Management Systems
- Okta, Jamf, and InTune experience is a nice-to-have
- Experience managing and participating in projects, prioritizing tasks, and executing plans on time
- General knowledge of both Windows and macOS operating systems; must be able to navigate the UI and troubleshoot common issues
- Experience with SaaS applications like Google Workspace, Office 365, Slack, and other cloud-based software
- Self-motivated with excellent communication and interpersonal skills to foster collaboration and teamwork
- Confidence to propose IT process optimizations and implement solutions to enhance efficiency
- Experience working with culturally diverse teams, with openness to and understanding of cultural differences
- Fluency in English, with excellent communication skills (both written and verbal)
- Strong problem-solving skills and the ability to think analytically in fast-paced environments.
- Ability to prioritize and manage multiple tasks efficiently
- Ability to adapt to rapidly changing technologies and environments
- Familiarity with cybersecurity principles and best practices
- Ability to document technical processes and create user-friendly guides.
- Proactive attitude in identifying and resolving technical issues
Experience is a plus:
- Purchasing and acquiring software/tools
- Project management
WE SUPPORT YOU BEING YOU:
DEPT® is an equal opportunity employer (EOE). We believe our work is its best when our people feel safe and free to be themselves. We’re committed to an inclusive and barrier-free recruitment and selection process and workplace, regardless of anyone’s identity, background, beliefs, lifestyle or disabilities. So tell us about any accommodations you need. It’s totally confidential and only used to make sure you feel fully supported at every step.
We are a B Corp-certified company passionate about purpose-driven work. Our hope is that you can feel good about the contributions DEPT® is making to the world, and we always have an open door for your ideas in making the world a better place.
DEPT® is a pioneering technology and marketing services company that creates integrated end-to-end digital experiences for brands such as Google, KFC, Philips, Audi, Twitch, Patagonia, eBay and more. Its team of 2,500+ digital specialists across 30+ locations on 5 continents delivers pioneering work on a global scale with a boutique culture.
Learn more about DEPT®
DIVERSITY, EQUITY & INCLUSION
At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives.
Not sure if you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine.
We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us.Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.
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