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IT Support Specialist

at Wunderman Thompson Health
Washington, District of Columbia, United States

Who we are:

Wunderman Thompson is a creative, data and technology agency. We are built to inspire growth for our clients with breakthrough creativity that helps our clients succeed. We are in a unique position to deliver growth based on three fundamental principles: we see the world differently and reject conventional thinking; we have an unbounded definition of creativity that can rethink business, culture, and brand experiences; we act decisively and accountably, owning delivery end-to-end. 

Wunderman Thompson Health, a division of Wunderman Thompson, works with companies to build world-class healthcare and pharmaceutical brands among medical professionals and consumers, with a transmedia storytelling approach that covers print, digital and television broadcast media, medical education, sales force presentations and managed access strategies.

Who we are looking for:

Wunderman Thompson is seeking an IT Specialist to join the team in our Washington, D.C. office. The IT Specialist is dedicated to the delivery of the highest-quality of IT and technical support to office staff, visitors, and to our clients, where applicable. Under the supervision of the CFO, this role will provide onsite services in the setup, use, administration, and support of the office with local technical and network issues, including but not limited to: AV systems and support, network troubleshooting with appropriate Company or third party partner, installation of standard video conference rooms equipped with Crestron Mercury devices, and new employee onboarding set-up. 

Additionally, the IT Specialist will setup and support VIP Meetings, townhalls and events using various platforms such as Microsoft Teams, Skype for Business, Blue jeans and Zoom.

What you'll do:

  • Provide technical support by setting up, operating, and troubleshooting hardware, software, audio video equipment (including switchers and tele-conferencing equipment). Perform weekly tests and quality control checks on all AV equipment, including video, audio, and signal testing to ensuring all connected systems operate at peak performance, troubleshooting, and correcting issues when necessary.
  • Work with the staff to ensure that they understand how to use office technology, emphasizing “best practices” for optimum productivity and satisfaction.
  • Identify, research and resolve technical problems team, potentially requiring troubleshooting and research based upon personal experience and external knowledge sources.
  • Respond to telephone, email, Instant Message (IM), desktop video, in-person, and other electronic requests for AV services.
  • Schedule and coordinate recurring AV meetings.
  • Develop and maintain a library of technical documentation, monitor and update AV equipment inventory, and maintain hardware and software with appropriate updates.
  • Coordinate with vendors to provide support for AV equipment to include the installation, set up, integration, operation, preventive maintenance and disassembly of audiovisual equipment.
  • Manage physical inventory of all information technology equipment and coordinate restocking of peripherals with CFO.
  • Configure and install new or replacement corporate mobile devices, desk phones, desk equipment for new hires or staff moves. Physically place and remove end user hardware for moves, adds or changes when required.
  • In collaboration with human resources, conduct new hire orientation, coordinate onboarding and off boarding tasks, and provide training on collaboration tools.
  • Perform individual and group training sessions on tools and applications to end user.
  • Work with WPP IT and Finance team to coordinate the ordering and receiving of approved technology, software, apps, and other technology needs.
  • Submit IT helpdesk tickets and escalate tickets on user’s behalf with Service Desk as needed.

Who you are:

  • A builder | Entrepreneurial attitude. Ability and appetite to create bring people together. Innate ability to marshal people and create gravity around ideas.
  • Open and collaborative | Our team is close-knit and supportive and we’re working with a lot of unknowns – you must be a champion of team environments that are comfortable with ambiguity and encourage collaboration.
  • An experimenter | Embrace the unknown and ready to break process. You’ll be excited by opportunities to create new rather than default to plugging-in to existing ones, while leaning towards experimentation. You see technology as a tool for creativity.
  • Ego-less | We all wear the hats that need wearing, it’s a mentality that makes the team successful.

What you'll need:

  • College degree preferred.
  • Minimum of 5 years’ experience in a technical support role, with at least 2 years of hands on AV experience.
  • Experience supporting computer-based and mobile-based AV services, including Skype and Microsoft teams, preferred. Additional support of computer hardware and software, operating systems, mobile devices, and network equipment is preferred.
  • Must have experience with Microsoft Windows 10, Apple iOS, and MacOS as well as Microsoft Office 365 and Microsoft Office Suite.
  • Exceptional customer service attitude and skills with the ability to respond to requests with a heightened sense of urgency in high-pressure circumstances.
  • Exceptional oral and written communication skills as necessary to translate complex technical information to a non-technical audience.
  • Keen analytical, troubleshooting, and problem-solving skills, including the ability to resourcefully utilize multiple resources for issue research. Resources include personal experience and knowledge, peers, information knowledgebase(s), and Internet search tools.
  • Excellent organizational skills and attention to detail while working effectively with little supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.

Wunderman Thompson is proud to be a WPP agency. Headquartered in New York, we have a truly global reach with over 20,000 people in 90 markets. For more information, please visit our website and follow us on LinkedIn and Twitter.  

Wunderman Thompson is committed to Equal Employment Opportunity and to attracting and retaining the most qualified employees regardless of race, national origin, religion, sexual orientation, gender, age or disability. We rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment. 
When you click the "Submit Application" button above, this will send all the information you have added above to Wunderman Thompson. Before you do this, we think it's a good idea to read through our Privacy Policy. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

Established in 2019, Wunderman Thompson has a combined history of 150 years, setting the standard for marketing, communications and business innovation. We bring together over 20,000 creatives, analysts, strategists, customer experience designers and business consultants across 90 markets.

We’re always looking for the best talent to add to our diverse and talented mix that is Wunderman Thompson.

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