Desktop Support Analyst (News Broadcast team)

Desktop Support Analyst (News Broadcast team)
Work Schedule: Onsite daily

Duties:

• Troubleshoot hardware and software issues onsite and remotely, including on-air support.
• Equipment setups and moves.
• Computer imaging and configuration.
• Log, update and follow up on support requests in ticketing system.
• Ensure support meets the customer requirements as defined in the Service Level Agreements.
• Assist other groups in Technology with tasks required onsite.
• Assist with technical projects, including planning, implementing, assisting in the installation and setup of software products and hardware and other duties as assigned.
• Communicate any escalation of issues and/or feedback to proper management.
• Broadcast (Support Live Shots and Support and assist with major field events)

Qualifications

• Formal education preferred in a technical discipline.
• ITIL certified or knowledge.
• Knowledge of ITSM software package preferred is ServiceNow.
• At least 3-4 years of experience in a desktop support environment.
• Passion for customer support and ability to adapt to different environments.
• Must be flexible, patient, and approachable.
• Ability to handle challenging support situations with a calm and methodical approach.
• Ability to quickly and appropriately prioritize multiple requests and bring them to successful resolution.
• Experience working with Microsoft Office 365, Windows and Mac environments. Okta, BOX,Goggle Drive and Workspace, Zoom, Slack experience a plus basic understanding of networks.
• Experience with supporting mobile devices: iOS and Android.
• Solid written and oral communication skills.
• Ability to lift and transport moderately heavy to heavy objects, such as computers and peripherals.
• Willing to learn Broadcast/Media technologies.