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Mar 6 / Dennis Schwartz

Career Opportunity – Technical Support Manager in Dearborn, MI

Imagination Logo

Imagination is an experience agency. We operate single-mindedly in the belief that how your brand communicates is not built around what you say; it is in the experiences that you create and share with customers. It is not about above and below the line advertising, nor is it about online and offline communications, it is about developing magnetic experiences which allow people to willingly engage with brands in a context that is relevant and timely.

We are underpinned by a collaborative culture. We are creative, pro-active thinkers who are passionate about and committed to delivering excellent results for our clients, helping to deliver groundbreaking work.

While we expect you to deliver the requirements of your job, we genuinely don’t look to confine you into a specific function and marrying title. Everyone’s point of view is welcome and an entrepreneurial drive with a quizzical mind is encouraged.

Service Desk

  • A key and valued member of the wider IT team you will need to liaise with IT colleagues in New York, London and Hong Kong
  • Provide weekly analysis of service desk performance, covering a range of metrics e.g. issues opened, closed, whilst ensuring issue resolution information is kept up to date
  • Offer opinions to improve service delivery and participate in the wider strategic discussions when appropriate
  • Support the business in delivering for clients
  • Monitor, maintain and resolve service desk issues primarily at 2nd line with some 1st line requirements
  • Subject matter expertise in Mac and Windows desktop support
  • Provide creative and business application support to an advanced level

You will be working in a fast-paced and busy support desk located in Dearborn, Michigan and will need to hit the ground running:

  • Provide technical assistance and support for Imagination staff
  • Diagnose and solve computer related problems on both Mac and PC operating systems – this will include hardware and software support and may include break/fix
  • Provide ad-hoc training when required to assist staff to get the best out of the applications and tools provided
  • From time-to-time, provide out of hours support on an “on-call” basis
  • Periodically assist with the management of the service desk queue
  • Work with the IT Team to ensure office moves are completed successfully with minimum disruption to operational services

Experience and skills required

  • Ability to understand and work with creative people in a high-pressured, deadline-driven environment while creating and maintaining trusting relationships
  • Advanced support and working knowledge of Adobe CS5, Maya, Cinema 4D and VectorWorks
  • Good knowledge of using Casper Suite for Inventory, Imaging, Patch management, Software distribution, remote control, security management, licence management, usage management
  • Strong scripting and packaging knowledge of Mac infrastructure, competent enough to automate the Mac-supported applications and deploy through Casper Suite
  • Desktop support of Mac from OS X 10.5 onwards
  • Excellent Mac OS knowledge with a deep understanding of how the OS works at application level
  • Strong troubleshooting skills with Mac hardware
  • Knowledge of integrating the Mac infrastructure in a mixed environment Windows Active Directory
  • Knowledge of Apple Remote Desktop (ARD) and Microsoft Remote Desktop Connection
  • Documenting and training ethos to ensure all support and project documentation is up-to-date as well as providing training to the IT team when required
  • Good troubleshooting and support skills supporting Windows XP & 7 on 1st and 2nd line level


  • Knowledge of configuring iPhones and Blackberry devices
  • Experience of working in a mixed server environment (AD, W2008 file servers, Unix)
  • Support and maintenance of communication systems i.e. VOIP telephone, email
  • Ability to troubleshoot and support Local Area Networks
  • Assist staff with the use of audio visual and presentation services
  • Printer support for both networked and local solutions
  • Good documentation skills
  • Good understanding of how creative software works with hardware.
  • Understanding iOS devices such as iPads and how they could integrate into a creative environment

Our Values

We breathe life into ideas, creating exciting opportunities

We demonstrate a deep understanding in all we do

We work together, delivering positive results for Imagination

We are totally dedicated to Imagination, our clients and our work

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