Desktop Support Analyst (News Broadcast team)

Desktop Support Analyst (News Broadcast team)

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.