At AKQA, we believe in the imaginative application of art and science to create beautiful ideas, products and services. With an entrepreneurial and collaborative approach, we design adaptive digital services and applications that capture the imagination, delivering impressive returns for our clients.

The IT Support Analyst will contribute to the growing Information Technology team. This role demands excellent customer service and a willingness to think outside the box to solve problems and propose solutions. A successful candidate can troubleshoot software bugs, install new software, train users, offer tips for increased productivity, automate workflow tasks, and increase productivity and user satisfaction using technology, among other skills. Working independently and as part of a team, this role provides a platform to share your knowledge and learn from other team members.

Please note that this is a temporary, full-time role for a fixed-term from April to September 2024. 

Key Responsibilities

• Desktop/laptop tech support, both Mac and PC. Strong macOS X experience is a must.
• Support local and remote staff in an efficient, courteous, and expeditious manner.
• AV support for internal and client meetings.
• Schedule and perform software/hardware upgrades, new installations, workspace moves, etc., in conjunction with Office Services.
• Research and troubleshoot problems using available tools, such as remote control.
• Utilize the Help Desk ticketing system to respond to and prioritize requests for service per company SLA and procedures.
• Maintain system configurations, images, and documentation.
• Facilitate documentation for inventory control, purchasing, receiving, and auditing.
• Create, maintain, and grow knowledge resources like FAQ libraries and intranet sites.
• Other tasks associated with Office Services include presentation set up/tear down and printer scheduled maintenance.

Skill Requirements

• MUST HAVE BOTH MAC and Windows PC EXPERIENCE
• Hybrid role must be available to work several days each week in our Portland studio location.
• Entrepreneurial, self-motivated, and proactive spirit with a desire to learn and grow.
• Able to always uphold a positive attitude, even under stressful conditions.
• At least three years of experience supporting 100+ users, including remote staff.
• Proven ability to handle challenging, rapid-response user support.
• Capacity to resolve problems efficiently and effectively, recognize customers’ competence levels, and approach each group appropriately.
• Effectively communicate verbally and in writing.
• Balance, prioritize, and organize multiple tasks.
• Capable of lifting 50 pounds and have complete physical ability to move furniture and perform light maintenance as described above
• Proficient in Microsoft Office 365, Microsoft Teams, Active Directory, and Cloud applications.

Explore our extensive range of benefits here.

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, color, 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.