Position Title: Deskside Support Technician
Location: Chicago, IL
Employment Type: Full-Time
Onsite, Remote or Hybrid: Hybrid (ability to work remotely 1-2 days per week)
Department: Information Technology
Hiring Manager: Director of Corporate IT
Travel: Minimal (up to 5%)
COMPANY SUMMARY:
Here at Aprimo, our mission is to empower the marketing organizations of today to build the brands of tomorrow. Aprimo is a pioneer of the marketing resource and digital asset management space, and we deliver an innovative, industry-leading SaaS solution that changes the way companies like AT&T, National Park Foundation, Laborie, and Bank of America work, create, collaborate, and learn in order to deliver exceptional brand experiences at scale.
Aprimo helps enterprises unleash the power of their content by providing a marketing automation software and digital asset management software that manages the behind-the-scenes activities involved in marketing. Our product allows companies to manage content planning, creation and distribution all in one place, store content and media in a shared repository, and receive in-depth insights into how content performs.
Founded in 1998, Aprimo has nine offices internationally, including Chicago headquarters, and offers a flexible work-from-home/remote-work policy.
Named a Leader in Digital Asset Management (DAM) and Marketing Resource Management by Forrester and winner of the 2021 Tech Cares Award for our work with Aprimo HELPS, we build on the power of our people to make an impact both in our industry and in our communities.
POSITION SUMMARY:
On a day-to-day basis, the Deskside Support Technician will provide comprehensive technical support services to Aprimo personnel. Under general supervision from the Director of Information Technology, the Deskside Support Technician is responsible for receiving user tickets, through electronic systems, while properly documenting all actions taken and communicating effectively with the user community throughout the life cycle of a ticket. The Deskside Support Technician will look to resolve intermediate to complex computer software and hardware problems by applying troubleshooting and problem-solving skills. The Deskside Support Technician will also install and configure company standard applications and support key service-level goals including response time and end-user satisfaction.
WHAT YOU WILL BE RESPONSIBLE FOR:

• Deliver the highest quality front-line technical support to on-site & off-site personnel
• Communicate with internal clients as required by keeping them informed of incident progress and proactively reaching out for updates
• Recognize when service requests require escalation and properly handoff ticket
• Complete assigned tickets in a timely manner within defined SLAs
• Tracks and documents details of work performed including resolution steps in the IT Service Desk incident management system
• Operate with minimal supervision with wide latitude for independent judgement and decision making
• Ensure compliance with all company policies and procedures, including safety rules and regulations
• Additional responsibilities and duties may be assigned as required

APRIMO CULTURE, BENEFITS & WHY YOU'LL LOVE WORKING HERE:

• Forward-thinking, progressive and employee-first culture
• Casual environment and relaxed dress code
• Unlimited PTO, flexible work schedules, and a work-from-home/remote-work policy
• Innovative, agile, and collaborative team environment that values multiple perspectives and fresh thinking
• Bonus program that pays out quarterly
• Competitive benefits coverage that begins on the first day of employment, and includes:
  • Medical benefits with low premiums and choice of two programs (PPO or High Deductible)
  • Dental benefits with choice of two programs (PPO or HMO)
  • Vision benefits program
  • Health savings account (HSA)
  • Flexible spending accounts (FSA) for medical care, dependent care, and commuter/transit benefits
  • 401(K) savings plan that matches the first 4% of compensation at 100%, and the next 2% at 50%
  • Basic life insurance covered at 100% and twice the base salary, with additional voluntary/optional coverage available
  • Disability insurance covered at 100% for 10 weeks for short term disability and covered at 50% for long term disability
  • For both biological and adoptive parents, maternity leave is paid at 100% for up to twelve weeks and paternity leave is paid at 100% for two weeks
  • Employee Assistance Program (EAP) that provides employees with mental health resources and therapy consulting
• Diverse environment that promotes DEI efforts and includes Aprimo HELPS, an employee resource group (ERG) that is dedicated to giving back to our local communities

CANDIDATE QUALIFICATIONS & WHY YOU'RE A GREAT FIT FOR THE ROLE:

• The Essentials
  • Bachelors or Vocational degree in Computer Science preferred
  • At least 2 years of IT support experience or equivalent experience is required
  • Prior experience in call center, computer support, or customer service
  • Excellent desktop support technical skills with the ability to support and troubleshoot Windows operating systems
  • Specific experience with Microsoft Office 365 Suite including:
  • Office apps (Word, Excel, Outlook)
  • OneDrive for Business
  • Microsoft Teams
  • Azure Active Directory
  • "A+" Certification is preferred but is not required
  • Experience with PowerShell and Microsoft Power Automate
• Additional Successful Qualities
  • Self-starter mentality with the ability to work independently
  • Ability to communicate effectively and promptly
  • Effective interpersonal and professional communication skills, both verbal and written
  • Problem solving and organizational skills with the ability to exercise sound judgement in any customer service scenario
  • Ability to quickly learn and comprehend ever-changing technology
  • Dedication to providing the highest standard in customer support
  • A positive, empathetic attitude towards customer needs

PHYSICAL REQUIREMENTS:

• Must be able to remain in stationary position, often standing or sitting for prolonged periods and performing sedentary work that primarily involves sitting/standing
• Must be able to move about to accomplish tasks or moving from one worksite to another
• Must be able to perform light physical work that includes lifting or moving objects up to 20 lbs. or medium work that includes moving objects up to 50 pounds on occasion
• Must be able to communicate with others to exchange information, including conveying detailed or important spoken instructions to others accurately, loudly, or quickly
• Must possess the ability to receive detailed information through oral communication at normal speaking levels
• Must be able to repeat motions that may include the wrists, hands and/or fingers (i.e., repeated typing, etc.)
• The worker is required to have close visual awareness to perform an activity and to assess the accuracy, neatness and thoroughness of the work assigned, such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, etc.

EEO STATEMENT:
Aprimo provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender identification, national origin, age, disability or genetics. In addition to federal law requirements, Aprimo complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
ADA STATEMENT:
Aprimo is required to make a reasonable accommodation to the known disability of a qualified applicant or employee if it would not impose an "undue hardship" on the operation of the employer's business. Undue hardship is defined as an action requiring significant difficulty or expense when considered in light of factors such as an employer's size, financial resources and the nature and structure of its operation.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)