At Viral Nation, we specialize in building social-first ecosystems for brands to connect with the modern consumer journey. Our integrated solutions align strategy, talent, media, and technology with culturally relevant creative to scale the world’s fastest growing digital brands.  Viral Nation offers a fluid, creative, and growth-oriented environment that will support your ambitions to apply your talents in an open, collaborative, and fast paced culture. We’re driven to push boundaries and think beyond today to deliver strategies, and we’re just getting started. Our ability to stay at the forefront of the industry has fueled our success and will guide us in paving the path forward.

 2021 was a transformational year for Viral Nation, having grown by 200% and we have even bigger ambitions for 2022 and beyond.  While we continuously exceed our goals, we need your help – our success is only as great as our people.  Strong performance leads to high expectations and we need to keep raising the bar!

Our Values

We Constantly Evolve: Embracing change is both an opportunity and a necessity!

Courage: Challenging the norm drives us forward!

Diversity: We strive for excellence and recognize that our differences make us stronger. We respect and seek out inclusion of differences, realizing we can learn from each other!

Resilience: Adversity is a springboard for growth!

The Service Desk Analyst will be a member of the Viral Nation IT team, reporting directly to the Chief Technology Officer. This candidate is a team player with strong problem-solving skills, well organized and able to work within a dynamic fast-paced environment. They will be providing fast, friendly and efficient technical support to a variety of interdisciplinary teams and users on a daily basis while diagnosing, troubleshooting, and resolving general account inquiries.

Responsibilities:

• Provide frontline desktop/helpdesk support to all employees
• Setup, configuration and deployment of computers, hardware and software
• Respond to queries and perform remote or in-person troubleshooting through diagnostic techniques
• Diagnosing, repairing, maintaining, upgrading and documenting all user-based hardware to ensure optimal performance.
• New user onboarding, which includes account creation, providing orientation and guidance to users on how to operate new software and computer equipment; Offboarding of users and equipment recovery
• Provide end-user training when/where appropriate and required.
• Help build an internal wiki with technical documentation, manuals and IT policies
• Provides support with network security initiatives, DevOps and recommends solutions to support IT and company initiatives
• Ensure security and privacy of networks and computer systems
• Maintain records/logs of cybersecurity incidents, application performance, repairs and fixes
• Perform internal audits to ensure internal policy compliance
• Track, route, and redirect unresolved issues to correct resources within the IT department

• College diploma or university degree in the field of computer science or equivalent work experience
• Experience providing white-glove end-user application and desktop support service
• An understanding of support tools, techniques, and how technology is used to provide IT services
• Proficiency and administrative ability with Mac OS and Windows Operating Systems, Microsoft Office 365, Google Suite, Amazon Web Services, Jamf Pro/Connect, MS InTune, SSO Solutions
• Knowledge of networking, switches, and wireless connectivity equipment (Juniper, Ubiquiti, TP-Link)
• Experience with enterprise messaging services, anti-spam, anti-virus and anti-malware (SentinelOne, ProofPoint)
• Ability to conduct research into a wide range of computing issues and cybersecurity incidents and mitigations
• A positive “can do” attitude with an ability to creatively arrive at a solution
• A passion for technology and an ability to match issues and solutions
• Exceptional time management and organizational skills
• Standout written and verbal communication skills

Viral Nation is committed to diversity, equity and inclusion in our agency. Viral Nation welcomes applications from people with visible and non-visible disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruiting and selection process.