job summary: Searching for a junior-to-mid level Service Desk Analyst with 2-5+ years working for a medium-to-large enterprise to work an overnight shift. Primary responsibility is providing IT support for a specific TV show while also working in a hybrid IT Call Center / Deskside Support team provisioning technologies to new and existing staff, troubleshooting and resolving end user issues, fulfilling IT requests and de-provisioning access and equipmen
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Required Skills -PC and Mac OS, hardware, mobile devices, O365 and application experience in a mid-to-large enterprise
Job Duties -Primary responsibility is providing IT support for a specific TV show while also working in a hybrid IT Call Center / Deskside Support team provisioning technologies to new and existing staff, troubleshooting and resolving end user issues, fulfilling IT requests and de-provisioning access and equipment for separated staff.
Job Requirements -
- Provide service desk and desk side support (Level 1 and level 2) to all internal users
- Position is for a 3rd shift; Monday through Friday; 1am to 10am. Working holiday shifts are possible.
- Primary responsibilities will be supporting technologies associated with a daily TV show.
- Single point of customer resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.
- Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment and other office equipment as required.
- Use service-now (ITSM) to manage incidents and requests through the complete resolution or fulfillment life cycle
- Process equipment and software requests and record asset information via service-now
- Document, track, and troubleshoot incidents to agreed service standards and service levels
- Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, customer support follow-up, and professional interaction with other IT employees, co-workers, and outside vendors.
- Develop and maintain system documentation, administrative and knowledge articles
- Provision and administer user accounts, distribution groups, and security groups in Active Directory
- Escalate to appropriate IT team/SME when assistance as needed
- Provide AV support - support conference rooms, town halls (multi location large audience simultaneous conferencing), video conferencing
- Provide VIP and executive support
- Perform request fulfillment of moves & staff equipment changes
- Assist with regression testing of supported software through OS Patches and Upgrades
- Push and install workstation and third party patches
- Provide Windows OS, MAC OS, Mobile OS support
Education: BS/BA degree preferred
- Preferred Certifications: CompTIA A+ certified, HDI certified
- 3+ years experience in an IT related support position with in-depth knowledge of PC and MAC platforms and the diagnosis and resolution of software, hardware and networking issues
- Working knowledge and experience with most of the following:
- Microsoft Deployment Toolkit (MDT)
- MAC OS
- SCCM
- Jamf
- Proficient with Microsoft Windows OS, Office Suites, Exchange/Outlook, Active Directory
- Familiarity with PC support tools and software distribution tools
- Ability to work independently in a deadline driven environment
- Self-starter, strong organizational skills and ability to prioritize workload
- strong oral and written communications skills
- Ability to lift and install PCs, printers, etc. (up to 50 pounds)
- Ability to maintain flexible work schedule to provide IT support for weekends
- Experience using IT Service Management and knowledge base systems (e.g., service-now)
- Experience supporting AV equipment is highly desirable
- Experience providing asset management support
- Experience using remote diagnostic tools for problem identification and resolution
Hardware Supported:
- Lenovo Laptops and Desktops
- Macbooks
- Surface PCs and Tablets
- Mobile Devices & Tablets: Iphone, Android, Ipads
- Cisco IP phones
- Video Conference Devices including: Cisco, Crestron
Software Supported:
- Active Directory
- Associated Press AP ENPS
- Bit Locker Encryption
- Browsers IE Fire, Fox, Safari, Chrome
- Cisco Call Manager
- McAfee Antivirus ePO
- Microsoft Exchange
- Microsoft Office 365
- Microsoft Teams
- FileMaker Pro
- service-now IT Service Management
- Cisco Jabber
- Mac OS
- PC Imaging
- Understanding of networking (routers, TCP/IP addressing, etc.)
- Windows (10 and 11)
Service Desk Tools include:
- InTune MDM
- service-now IT Service Management, Asset Management
- Cisco Call Manager and Akkadian Provision Manager
- Bomgar
Desired Skills & Experience -skills and experience listed elsewhere on the SOF
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