Senior Technology Delivery Analyst

POSITION SUMMARY: 

The Senior Technology Delivery Analyst provides critical IT support in a fast-paced, collaborative environment.  This role involves desktop support, A/V troubleshooting, hardware and software management, and ticket resolution for complex issues. The individual will play a leadership role, mentoring junior staff and driving compliance, quality assurance, and security initiatives. A strong focus on communication, adaptability, and collaboration is essential to support cross-departmental needs in a dynamic organization. 

ESSENTIAL FUNCTIONS: 

• Supervise and mentor junior analysts: Oversee and develop a team of junior analysts, including two technology delivery analysts, ensuring alignment with departmental goals and fostering a culture of continuous improvement. Act as the primary escalation point for Level 3 and complex technical issues.
• Troubleshoot and resolve IT issues: Diagnose and resolve hardware, software, and network issues across macOS, Windows, mobile platforms, and AV systems. Apply established techniques, procedures, and standards defined by the engineering team to ensure swift resolution of incidents.
• Participate in and lead IT projects: Contribute to and take ownership of projects involving compliance upkeep, infrastructure upgrades, deployment of new systems, and emergency response planning. Ensure all initiatives are documented thoroughly and executed efficiently to meet organizational objectives.
• Ensure compliance with regulatory standards: Maintain IT operations in compliance with regulatory mandates, including SOX, GDPR, and HIPAA. Regularly perform audits, run controls, and provide necessary documentation for compliance assurance.
• Maintain and update IT systems: Oversee the regular maintenance and updates of IT systems, including ticketing platforms, asset management databases, and Active Directory. Create and maintain detailed documentation, SOPs, and user guides to standardize processes and ensure operational consistency.
• Enhance AV and meeting support: Provide expert support for AV setups, including troubleshooting and optimizing audio-visual systems for presentations, meetings, and corporate events. Maintain high availability for after-hours and emergency requests related to AV and IT support.
• Collaborate with cross-functional teams: Work closely with other departments to resolve incidents, support technology adoption, and drive initiatives that enhance IT service delivery. Facilitate smooth communication between technical and non-technical teams to achieve common goals.
• Optimize equipment and resource tracking: Maintain accurate records of Tier-1 users' equipment (home, office, and mobile), and keep asset management systems updated with current data to ensure effective tracking and usage of IT resources.
• Drive continuous improvement initiatives: Identify opportunities to streamline IT processes and implement solutions that enhance service delivery, improve response times, and minimize downtime for end-users. 
• Perform advanced troubleshooting: Diagnose and resolve complex issues related to networks, enterprise software, and hardware failures, ensuring minimal disruption to business operations. 

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

Experience

• Minimum 4+ years of end-user computer support experience, preferably in scalable, compliance-driven organizations.
• Strong background in regulatory compliance (e.g., SOX, GDPR, HIPAA) and audits.
• Proven experience in managing enterprise IT systems, including Ivanti, JAMF, or similar software. 

Technical Skills 

• Advanced knowledge of macOS, Windows, mobile devices, LAN/WAN/WiFi troubleshooting, and enterprise tools like Microsoft 365.
• Proficiency in advanced Microsoft Office 365 apps: PowerPoint, Word, Excel, Teams, OneDrive (advanced level), and SharePoint Online (desirable).
• Expertise in deploying operating systems, applications, security patches, and maintaining antivirus updates. 

Soft Skills 

• Exceptional customer service and communication skills (listening and speaking).
• Strong analytical skills, attention to detail, and forward-thinking adaptability.
• Advanced leadership, mentoring, and collaboration capabilities to foster a high-performing team environment. 

Other Qualifications 

• Bachelor's degree in computer science, IT, or a related field (preferred) or an associate s degree with equivalent work experience.
• Ability to thrive in high-pressure environments while maintaining professionalism and delivering excellence

SALARY RANGE:

The salary range for this position is $80,000 to $86,000. Where an employee or prospective employee is paid within this range will depend on, among other factors, actual ranges for current/former employees in the subject position; market considerations; budgetary considerations; tenure and standing with the company (applicable to current employees); as well as the employee s/applicant s background, pertinent experience, and qualifications.

BENEFITS OF JOINING IPG:

One of our primary goals is to support the health and well-being of you and your family. Our compensation plan includes the following benefits, in addition to many others:

• Healthcare Options
  • Medical
  • Dental
  • Vision
  • Prescription
• Dependent and Health Care Flexible Spending Accounts
• 401(k) savings plan with company match
• Flexible based Paid Time Off
• Employee Assistance Program
• Legal Assistance Plan
• Tuition Reimbursement
• Employee Stock Purchase Plan
• Exclusive discounts on cell phones, gyms, and everyday purchases

IPG is an equal opportunity employer and we value diversity inclusion and equity at our company. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, national origin, gender, sexual orientation, age, gender identity, marital status, citizenship, disability, genetic information or veteran status or any other basis prohibited by applicable federal, state or local law.