Cheil Dallas
Cheil Dallas / TechOps / IT
Senior IT Technician Tier 2 (On-site)
About us Cheil Dallas, part of Cheil Worldwide, the world's 11th-largest creative agency network, is located at Legacy Central in Plano, Texas.
Cheil Dallas has over 200 creative problem-solvers working together to shape insight-fueled, culture-leading, tech-empowered ideas. Join us where curiosity unlocks doors, insights pave paths, and world-class campaigns follow the north star we chart.
About the role Like you, this job is multidimensional. Every aspect is crucial to creating culturally relevant, impactful work.
The Senior IT Technician (Tier-2)
is the operational backbone of end-user technology in our local office. You'll own escalated technical support across macOS, Windows, and mobile endpoints; guide onsite and remote employees through complex issues; and provide hands-on mentorship to our other IT team members. You will also own the full hardware & software asset lifecycle through our inventory management platform and partner with Finance on monthly IT credit-card reconciliation and cost allocation.
Success means our people stay productive, creative software runs smoothly, inventory is current and auditable, and spend is accurate to the penny.
Core responsibilities Technical Support & Escalations (35-40%)
Resolve OS issues (macOS, Windows), application failures (Adobe CC, MS 365, Egnyte, Zscaler), identity/SSO, printing, A/V & conference room tech. Perform advanced troubleshooting: logs, console traces, kernel extensions, network path testing, certificate trust issues. Manage priority/urgent tickets and communicate ETAs clearly to requestors and stakeholders in coordination with the Help Desk Support Associate. Document root causes and create Tier-1 runbooks for repeatable fixes. Endpoint Management & Provisioning (15%)
Image / enroll new devices (Samsung Galaxy Book, MacBook Pro/Air, corporate Android phones) via MDM/EMM tools (Jamf, Kandji, Intune/Prey, Hexnode, etc.). Enforce security baselines: encryption, screen-lock, patch compliance, Zscaler connector, antivirus. Coordinate OS and application patch rollouts; pilot test with Tier-1 before broad deployment. Inventory & Asset Lifecycle Ownership (15%)
Serve as system owner for the inventory management platform (EZ Office Inventory). Maintain authoritative asset records: make, model, serial/asset tag, purchase date, warranty/AppleCare/contract details, assigned user, location, SAP. Execute lifecycle workflows: procurement intake, asset tagging, deployment, loaners, repairs, refresh, disposal with data sanitization. Reconcile physical inventory vs. system of record semi-annually; publish variance reports. IT Purchasing & Credit Card Reconciliation (10%)
Use assigned IT purchasing card for approved hardware/software buys; collect receipts and PO numbers at time of purchase. Track spend in monthly worksheet mapped to GL codes / cost centers; reconcile statement with Finance before close. Flag renewals or anomalous spend; assist Finance in accruals, capitalization, depreciation lists (where applicable). Maintain purchase history tied to asset IDs to support warranty claims and audit requests. Collaboration & File Services Support (5%)
Support end users in Egnyte sync, permissions, and desktop integration. Validate Zscaler login (replacing legacy VPN) and troubleshoot routing / split tunnel issues. Assist with large file workflows for creative teams (Adobe, video, large media). Documentation, Training & Tier-1 Mentorship (10%)
Build and maintain knowledge articles: "How do I...?" guides, Mac/Win onboarding checklists, Egnyte vs. local storage rules. Coach Tier-1 on incident triage, user communications, and escalation criteria; conduct monthly skills reviews. Deliver short user training sessions (lunch-and-learn, recorded quick hits) for non-technical staff. Security, Compliance & Audit Support (5%)
Ensure devices meet security posture (encryption on, AV current, MDM check-in period). Support audits: software license true-up, hardware asset attestation, incident response evidence capture. Participate in vulnerability remediation cycles; track patch status and exceptions. About the requirements
Bachelor's degree in Information Technology, Computer Systems, or related field (or equivalent professional experience). Able to work on-site, Monday - Friday. 5+ years total IT support; 2+ years in a Tier-2 or senior deskside / systems support capacity. Supported 200+ endpoint environments (mixed macOS & Windows). Platform skills:
macOS administration (profiles, FileVault, logs, recovery). Windows 10/11 Pro & Enterprise imaging, Group Policy basics. Mobile device support (Android / Samsung Galaxy; iOS helpful). MDM: Experience with Jamf Pro, Intune, Kandji, or similar. SSO / Indentity: Azure AD / Entra ID, Okta, or similar SAML/SCIM platforms. Collaboration: Microsoft 365, Teams, Outlook; file services (Egnyte, OneDrive). Networking fundamentals: DHCP/DNS basics, Wi-Fi troubleshooting, VPN/ZTNA (Zscaler). Hands-on hardware:
Laptop teardown/rebuild, RAM/SSD swaps, docking stations, conference room A/V. Inventory systems : Proven record maintaining asset accuracy across purchase-deploy-retire lifecycle. Financial coordination : Experience tracking IT purchases, coding cost centers, reconciling statements with Finance. Documentation & user training : Able to write plain-English "how-to" guides for non-technical staff. Korean language skills a bonus
Some of the perks
A comprehensive benefits package, including medical, dental, vision, disability, 401k match and more. Enjoy up to four weeks of paid time off per calendar year, prorated based on your start date and eligibility. A curated office space with a full coffee bar, snacks, break areas, and other comforts. Access to on-campus amenities: free membership to LC Fit gym and discounts at LC Kitchen, a food hall style cafe.
About us Cheil Dallas, part of Cheil Worldwide, the world's 11th-largest creative agency network, is located at Legacy Central in Plano, Texas.
Cheil Dallas has over 200 creative problem-solvers working together to shape insight-fueled, culture-leading, tech-empowered ideas. Join us where curiosity unlocks doors, insights pave paths, and world-class campaigns follow the north star we chart.
About the role Like you, this job is multidimensional. Every aspect is crucial to creating culturally relevant, impactful work.
The Senior IT Technician (Tier-2)
is the operational backbone of end-user technology in our local office. You'll own escalated technical support across macOS, Windows, and mobile endpoints; guide onsite and remote employees through complex issues; and provide hands-on mentorship to our other IT team members. You will also own the full hardware & software asset lifecycle through our inventory management platform and partner with Finance on monthly IT credit-card reconciliation and cost allocation.
Success means our people stay productive, creative software runs smoothly, inventory is current and auditable, and spend is accurate to the penny.
Core responsibilities Technical Support & Escalations (35-40%)
Resolve OS issues (macOS, Windows), application failures (Adobe CC, MS 365, Egnyte, Zscaler), identity/SSO, printing, A/V & conference room tech. Perform advanced troubleshooting: logs, console traces, kernel extensions, network path testing, certificate trust issues. Manage priority/urgent tickets and communicate ETAs clearly to requestors and stakeholders in coordination with the Help Desk Support Associate. Document root causes and create Tier-1 runbooks for repeatable fixes. Endpoint Management & Provisioning (15%)
Image / enroll new devices (Samsung Galaxy Book, MacBook Pro/Air, corporate Android phones) via MDM/EMM tools (Jamf, Kandji, Intune/Prey, Hexnode, etc.). Enforce security baselines: encryption, screen-lock, patch compliance, Zscaler connector, antivirus. Coordinate OS and application patch rollouts; pilot test with Tier-1 before broad deployment. Inventory & Asset Lifecycle Ownership (15%)
Serve as system owner for the inventory management platform (EZ Office Inventory). Maintain authoritative asset records: make, model, serial/asset tag, purchase date, warranty/AppleCare/contract details, assigned user, location, SAP. Execute lifecycle workflows: procurement intake, asset tagging, deployment, loaners, repairs, refresh, disposal with data sanitization. Reconcile physical inventory vs. system of record semi-annually; publish variance reports. IT Purchasing & Credit Card Reconciliation (10%)
Use assigned IT purchasing card for approved hardware/software buys; collect receipts and PO numbers at time of purchase. Track spend in monthly worksheet mapped to GL codes / cost centers; reconcile statement with Finance before close. Flag renewals or anomalous spend; assist Finance in accruals, capitalization, depreciation lists (where applicable). Maintain purchase history tied to asset IDs to support warranty claims and audit requests. Collaboration & File Services Support (5%)
Support end users in Egnyte sync, permissions, and desktop integration. Validate Zscaler login (replacing legacy VPN) and troubleshoot routing / split tunnel issues. Assist with large file workflows for creative teams (Adobe, video, large media). Documentation, Training & Tier-1 Mentorship (10%)
Build and maintain knowledge articles: "How do I...?" guides, Mac/Win onboarding checklists, Egnyte vs. local storage rules. Coach Tier-1 on incident triage, user communications, and escalation criteria; conduct monthly skills reviews. Deliver short user training sessions (lunch-and-learn, recorded quick hits) for non-technical staff. Security, Compliance & Audit Support (5%)
Ensure devices meet security posture (encryption on, AV current, MDM check-in period). Support audits: software license true-up, hardware asset attestation, incident response evidence capture. Participate in vulnerability remediation cycles; track patch status and exceptions. About the requirements
Bachelor's degree in Information Technology, Computer Systems, or related field (or equivalent professional experience). Able to work on-site, Monday - Friday. 5+ years total IT support; 2+ years in a Tier-2 or senior deskside / systems support capacity. Supported 200+ endpoint environments (mixed macOS & Windows). Platform skills:
macOS administration (profiles, FileVault, logs, recovery). Windows 10/11 Pro & Enterprise imaging, Group Policy basics. Mobile device support (Android / Samsung Galaxy; iOS helpful). MDM: Experience with Jamf Pro, Intune, Kandji, or similar. SSO / Indentity: Azure AD / Entra ID, Okta, or similar SAML/SCIM platforms. Collaboration: Microsoft 365, Teams, Outlook; file services (Egnyte, OneDrive). Networking fundamentals: DHCP/DNS basics, Wi-Fi troubleshooting, VPN/ZTNA (Zscaler). Hands-on hardware:
Laptop teardown/rebuild, RAM/SSD swaps, docking stations, conference room A/V. Inventory systems : Proven record maintaining asset accuracy across purchase-deploy-retire lifecycle. Financial coordination : Experience tracking IT purchases, coding cost centers, reconciling statements with Finance. Documentation & user training : Able to write plain-English "how-to" guides for non-technical staff. Korean language skills a bonus
Some of the perks
A comprehensive benefits package, including medical, dental, vision, disability, 401k match and more. Enjoy up to four weeks of paid time off per calendar year, prorated based on your start date and eligibility. A curated office space with a full coffee bar, snacks, break areas, and other comforts. Access to on-campus amenities: free membership to LC Fit gym and discounts at LC Kitchen, a food hall style cafe.