Position Summary:

IDEO helps companies innovate. We design products, services, environments, and digital experiences for organizations seeking new ways to provide value for their customers. IDEO creates visible and tangible strategies for innovation and executes all aspects of design and development, from conception through production.

IDEO is looking for an enthusiastic IT Systems Specialist who has a taste for variety, creativity, and chaos. Our work environment appeals to self-directed, flexible team players that have great interpersonal skills, learn quickly, work smart, and play hard.

We currently have an opportunity for an IT Systems Specialist with 3-5 years of direct user support experience in a mixed Mac and Windows computing environment.

This person will be a member of a world class IT organization and will effectively investigate and resolve software and hardware problems for IDEO’s Shanghai user community.

Customer service is the top priority with responsibilities that include answering, evaluating and prioritizing incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies. This individual will also be responsible for keeping call data up to date in a call tracking system (ZenDesk), installing computer equipment and software, working with users to recommend appropriate hardware and software upgrades and providing training on the proper use of systems.

A true “customer service” attitude is required along with excellent verbal/written communication skills, and strong time management/organizational skills. Other requirements include a need to have an extensive working knowledge of Mac OSX and Windows, some experience with Microsoft Exchange, wireless networks, and video conference gear. The ability to troubleshoot in a complex technical environment and to work with limited supervision is critical. The ability to manage expectations in a deadline driven culture where a feeling of urgency is the norm.