<p>We’re looking for a hands-on IT Support Specialist to provide front-line (Tier 1) support across a modern Microsoft environment. You’ll resolve end-user incidents in the field and via remote tools, manage tickets through Zoho ManageEngine, and keep our workforce productive across Windows 11 devices, M365 GCC apps, and RingCentral communications.</p><p><br></p><p>What You’ll Do</p><ul><li><strong>Front-Line Support (Tier 1):</strong> Triage, troubleshoot, and resolve first-contact issues for ~550 users (hardware, OS, M365 apps, printers, basic network/connectivity, and RingCentral).</li><li><strong>Ticket Management:</strong> Log, categorize, prioritize, and close tickets in <strong>Zoho ManageEngine</strong>; follow SLAs and escalate appropriately.</li><li><strong>Device Support:</strong> Image, deploy, and maintain <strong>Windows 11</strong> laptops/desktops; perform basic peripheral and printer support.</li><li><strong>Account Administration:</strong> Perform basic user administration in <strong>Microsoft 365 GCC</strong> (password resets, license checks, group membership) per policy.</li><li><strong>Voice/UC Support:</strong> Handle Tier 1 issues for <strong>RingCentral</strong> (softphone setup, call quality checks, device pairing).</li><li><strong>Field Work:</strong> Provide deskside support, conference room/AV setup, and on-site troubleshooting as needed.</li><li><strong>Documentation:</strong> Update knowledge base articles, ticket notes, and asset records; contribute to How-To guides for end users.</li><li><strong>Customer Experience:</strong> Deliver clear, friendly communication; set expectations; follow through on resolutions.</li></ul><p><br></p>
<p><strong>Overview</strong></p><p>The CRM & Lifecycle Marketing team delivers personalized customer experiences across digital engagement channels by leveraging data, insights, and technology. This role supports end‑to‑end campaign development, audience segmentation, technical execution, and quality assurance within Adobe Campaign Classic. You will also serve as an on‑the‑ground resource supporting internal and external partners in expanding e‑commerce distribution through a third‑party logistics provider.</p><p>This position reports to the Manager, CRM & Lifecycle Marketing and requires onsite presence in Florida four days per week.</p><p><strong>Responsibilities</strong></p><p><strong>CRM & Campaign Execution</strong></p><ul><li>Design, build, and maintain end‑to‑end marketing campaigns—from audience selection to HTML development, data validation, proofing, and deployment—within Adobe Campaign Classic.</li><li>Perform SQL queries and analyze large datasets in Snowflake to segment, qualify, and troubleshoot customer audiences.</li><li>Translate technical details and data findings into clear insights and campaign concepts for non‑technical marketing partners.</li><li>Conduct technical analysis, level‑of‑effort estimates, and contribute to the creation of direct channel communications.</li><li>Monitor automated campaign performance through reporting tools, ensuring accurate deployment cadence.</li><li>Partner with QA teams to perform comprehensive testing and proofing prior to launch.</li></ul><p><strong>E‑Commerce Distribution Support</strong></p><ul><li>Serve as the onsite resource supporting execution and expansion of e‑commerce distribution with a third‑party logistics provider.</li><li>Collaborate with internal teams and external partners to ensure alignment between marketing operations and distribution initiatives.</li></ul>
<p><strong>Developer/Analyst – PeopleSoft</strong></p><ul><li>Design and develop complex PeopleSoft HR programs, reports, interfaces, and application enhancements to meet business needs.</li><li>Configure and maintain Time & Labor rules to support compliance and accurate pay calculations.</li><li>Translate user and business requirements into effective technical solutions within PeopleSoft.</li><li>Code, test, debug, and implement solutions using PeopleCode, Application Engine, SQR, BI Publisher, PS Query, and Oracle technologies.</li><li>Maintain documentation for applications, processes, and system modifications.</li><li>Troubleshoot and resolve system issues to ensure optimal HR system performance.</li><li>Support and enhance PeopleSoft functionality in collaboration with HR functional partners.</li><li>Mentor junior team members on PeopleSoft development best practices.</li></ul><p><br></p>
