Part-Time Technology Support Apprentice

About Athena

Athena is a creative place for leaders risk-takers creative thinkers and boundary-pushers. We partner with organizations looking to transform their presence reputation and performance. For over ten years weve delivered business insights marketing strategies and brand activations for leading organizations in industries ranging from telecommunications to major league sports.

Our people make Athena Athena. Theyre what help set us apart from traditional ad agencies and consultancies. As a Philadelphia Inquirer Top Workplace for three years running we take pride in fostering a work environment where passion meets excellence. Our people are solutions-oriented individuals who eagerly roll up their sleeves to make work that works while sharing a couple of laughs along the way.

About the Position

The Technology Support Apprenticewill primarily provide on-site (office) support for Athenas end-users Windows and Mac desktops and cloud Information Systems within Athenas Information Security framework. As part of our Information Systems team the Technology Support analyst will provide hands-on and remote expert support to end users for computer application system device access and hardware issues. Will respond to telephone email and on-line requests for technical support and cloud Information Systems requests. Will documentmonitor and track the problem using Athenas issue ticketing platform. Will create and update end-user and department facing documentation for standardized processes applications and systems. Will review standard logs and report respond to and escalate any system security issues that arise.

The person in this position may have access to sensitive Athena Information and is expected to handle such information with integrity and professionalism.

Essential Functions

• Responds to employee issues via ticket phone in-person e-mail and chat
• Solves a broad range of day-to-day on-site technical issues in a mixture of Mac PC iOS and Android networked endpoints
• Troubleshoots / installs / updates software failures (for both PC and Mac) andidentifiesnetwork problems when they relate to user computers and peripherals
• Maintains analyzes troubleshoots and repairs computer hardware and peripherals
• Manages endpointsrelated patches and anti-malwareviaManage Engine andJamfManagement consoles
• Manages Microsoft Azure Users and Groups and Microsoft 365 User and System features and licenses
• Performs regular systemhealth checks and log reviewsand responds to and/or escalates detected issues as necessary
• Provides technical support maintenance and installation for AV systems including Logitech conference room technology and in-house event setups
• Monitorsmanages and reconcilesAsset inventories and levelswithin Athenas asset tracking system includingbut not limited tophysical equipmentandsoftware licenses
• Installs and performs preventive maintenance of computer software / hardware systems
• Assistsindeterminingsuitable software / services to meet user requirements
• Provides ticket status updates to end users support desk and management as required including updating ticketing systems (with attention to detail in the documentation)
• Develops documents and implements standard operating procedures and customer service guidelines relating to IT support
• Develops andmaintainssystem and process documentation
• Trains andassistsAthena end users on commonly used technical concepts practices and procedures to enhance their use and understanding of the tools and systemsallocatedto them
• Performs ad-hoc and scheduled audits of assets and access to systems

Non-Essential Functions

• Continues to deepen job-specific knowledge and become an SME in the assigned job functions through ongoing research & relevanttrainings sharing learnings with the team aboutidentifiedtrends products and services.
• Adheres to all applicable confidentiality and data security guidelines and ensures theappropriate handlingof sensitive information
• Attends relevant staff meetings to promote communication and execution of goals
• Other duties as assigned within the scope of position expectations

Knowledge Skills and Ability

In order toachieve Our Mission Vision and Values Athena Global Advisorsidentifieda set of values that serve as our guiding light and that we continually aspire toattain. At Athena it is expected that all employees willdemonstrate:

• Critical Thinking - using logic and reasoning toidentifythe strengths and weaknesses of alternative solutions conclusions or approaches to problems
• Effective listening skills - giving full attention to what other people and clients are saying taking time to understand the points being made asking questions asappropriate and not interrupting at inappropriate times
• Strong organizational skills and attention to detail
• Effective time management - managing ones own time and the time of others
• Effective ability to makeappropriate independentdecisions and judgments and/or understand when to consult with other team members and management
• Ability to manage and prioritize tasks and assignments and effectively communicate timelines and changes to them
• Ability to use basic computer applications (word excel power point outlook and client Management and billing systems)
• Excellent interpersonal and communication skills including the ability to develop productive working relationships with both internal and external groups
• Strong data analysis skills: ability to design tracking/reporting systems
• Exceptional client service skills and a proven ability to work professionally and effectively in a high production fast paced work environment
• Ability to be flexible with job duties and scope of work

Education and Experience

• Associate degree in computer science or equivalent through a combination of education and work experience; a degree is not required but demonstrable relevant knowledge and experience in the related systems described above is required in lieu of a degree
• Related certifications a plus (e.g. ITIL A Microsoft Apple etc.)
• Systems hardware experience with PC and Mac
• Operating Systems experience with Windows 11as well as MacOSSequoia and Tahoe
• Microsoft Office 365 User management required; management of other systems in the suite a plus
• Software experience with PC and Mac
• Experience with Apple Business Manager a plus
• Active Directory Group Policy experience a plus
• Excellent written and oral communication skills
• Excellent organizational skills
• A/V experience a plus
• Excellent interpersonal and customer service skills
• Must be able to work independently or part of a team

• Medical/Dental benefits including of 1K Health Reimbursement Account
• Matching 401K
• Generous PTO policy
• Substantial Parental Leave Policy
• Hybrid Work Environment

Candidates must be willing to work 10AM-4PM EST Monday through Friday on-site in our Philadelphia PA office.

We strive to keep our application process open easy and as painless and transparent as we can make it. We need team members like you to join us. Ready to apply Lets get started.

Athena is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regards to race color religion sex sexual orientation gender identity national origin disability status protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position please contact us at 866.299.6040or at .