Careers at LEWIS

Current Opportunities

IT Support Specialist

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 About us

We are an entrepreneurial integrated communications agency that has gone from start-up to multi-national in twenty years. We have entered the world’s top 30 agencies and have ambition to break the top ten by 2020. We have over 25 offices, 600 employees and revenues of $65m and rising. Our success is due to a combination of organic growth and strategic acquisitions and is reflected in being named PRCA’s International Agency of the Year for 2015. 

Central to our growth has been our policy of reinvestment, with the majority of profits returning to the company to propel development, including our Rise training Academy.  We are the fourth fastest growing agency in the global top 50. What makes us different is that, not only are we independent, but we are 100% employee-owned.

As we rapidly scale the business, our challenge is not to lose any of our character. We must establish a clear and visible brand in the marketplace. We must be seen as entrepreneurial, agile, creative, credible and professional. We believe that we are on the cusp of something truly remarkable in our industry.

Purpose of role

As an IT Support Specialist you’ll be working in a dynamic and international team. Under direct supervision of the Head of IT Operations, North America, you will provide desktop & IT infrastructure support to our 140 North America staff with a primary focus on US offices. 

Key relationships

Head of IT Operations - Boston

Head of Strategy & Architecture - London

Senior Executives – San Diego, San Francisco, Boston, Washington DC

End User – North America (approx. 140)

Responsibilities / tasks

  • Provide friendly and helpful customer service as first point of contact.
  • Assist Help Desk customers with troubleshooting of computer related issues such as virus removal/password resets/email setup/software installs and audio visual use. 
  • Maintain accurate records of completed and pending jobs using the LEWIS PR ticketing system.
  • Follow LEWIS PR policies and procedures to include incident/problem escalation.
  • Provide superior customer service to all Help desk patrons, support personnel, and fellow employees.
  • Demonstrate good social skills in a professional environment

About you

You are expected to be friendly, pro-active and excel at delivering customer service in your role as the face of IT to our business. To be successful for the role you should be a confident communicator who is comfortable supporting users and IT systems in a mid sized professional services type business.

Technical Skills- Essential

  • Install, configure, service, repair, and maintain information technology systems in both a stand-alone (Mac and PC) and client-server environment, including Mac OS X and Windows, and other LEWIS PR information technology systems.
  • Support end users in diagnosing, troubleshooting and resolving MS Office 2016 (Mac) and Office 365 issues.
  • Install, configure, service, repair, and maintain hardware and software for network services and storage networking devices.
  • Integrate multiple information systems in a networked environment, evaluate and resolve user information system problems, implement required hardware upgrades and repair to maintain organizational capability.
  • Ensure the proper installation and configuration of workstation hardware and software for efficient operation on the network.
  • Install, optimize and troubleshoot Local Area Networks. General familiarity with Internet Protocol version 4 (IPv4) a plus.
  • Must have a desire to develop interpersonal and technical skills
  • Must be able to follow verbal and written directions
  • Must be able to follow directions and work within a team environment
  • Should possess some basic knowledge of PC/Mac computer/printer anatomy and operations

The role will require some travel (less than 20%) in North America and may require a limited amount of international travel when working on company-wide projects.  Must regularly lift and carry small packages of up to 10 pounds.  May occasionally lift and carry boxes of supplies and/or equipment weighing up to 50 pounds and carry to other locations within the office.

This job description is not intended to be an exhaustive list of the responsibilities for this role. Other responsibilities may be added from time to time.