Technical Support 90% Mac-10% PC / Major Entertainment Company
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Technical Support 90% Mac/10% PC Need to have a valid vehicle, driver's license, and vehicle insurance. Need to be able to lift/carry 50 pounds. Need to be able to climb up stage rafters to install wireless access points. Technical Support Specialist I Duties
Phone Support
Answer phones in a responsive and courteous manner.
For help requests, document all pertinent end user information, and the nature of problem or issue in a Help Desk ticket.
Try to resolve their problem immediately or work with the Help Desk Coordinator to schedule follow-up.
Help Desk Tickets
Record, track and document the Help Desk Ticket problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through the final resolution.
Follow established policies, procedures, and guidelines to install, configure, customize, troubleshoot, upgrade, integrate, and maintain computers, software, printers, scanners, wired and wireless network devices, and mobile devices.
Call end users to diagnose system hardware, software, and operator problems. Escalate problems, when required, to the appropriately experienced technician.
Perform remote computer logins to install, configure, or repair application software, operating systems, or network settings.
Assist end-users in the use of application software This may involve some informal training.
Perform hands on fixes at the desktop level, including installing and upgrading software, backing up files, reimaging computers, and configuring systems and applications.
Frequent local travel in your vehicle is required to install, configure, repair, swap, move, or pick up computers, printers and other equipment.
Setup new computer systems, including imaging Macs and PCs, gathering peripherals, cleaning all equipment, installing special software, transporting the system to the show’s location, setting it up, and inventorying all equipment.
Walk end users through email setup, application installation, and printing on personally owned computers or mobile devices.
Perform basic Active Directory, and Exchange administration tasks like resetting passwords, and mounting desktop shares.
Daily Tasks
Assist with cleaning and organizing office and storerooms in order to ensure compliance with safety regulations
Inventory assets as they are assigned to end users, returned from end users, or retired
Facilitate disposal of damaged, defective or obsolete equipment via eWaste, donation or vendor return
Use personal vehicle to move equipment to and from office and off-site storerooms
Assist other Techs loading and unloading equipment to and from their vehicles
Test, clean, wrap and organize cables, cords, surge strips, keyboards, mice and other computer accessories
Test, clean and organize computers, monitors, printers and scanners
Run errands on and off lot as requested, including equipment delivery and pick up
Assist with general clerical duties as necessary
Performs additional duties as assigned
Skills
One year of IT experience
Experience installing, configuring, and troubleshooting Windows (20%) and Mac (80%) hardware, software, and peripherals
Familiarity with Windows 7/8 and Mac OS/X 10.7+ wired and wireless networking
Basic proficiency in Microsoft Office 2010/2011/2013 (Word, Excel, Outlook)
Must be comfortable working independently and as part of a team.
Must thrive in a fast-paced environment without sacrificing accuracy.
Must be able to multitask and manage work to meet deadlines.
Must be proficient at problem solving and troubleshooting.
Must have good organizational skills, excellent follow up skills, the desire to learn, the ability to think logically and common sense.
Must possess professional verbal and written communication skills, be able to effectively present information, and respond to questions, inquiries, and/or complaints with courtesy, tact and respect.
Must be able to lift and move up to 50 lbs., occasionally up/down multiple staircases, and also reach, kneel, crouch, crawl and climb ladders. The work can be strenuous and sometimes messy.
Must have a current driver’s license, a good driving record, and an insured, reliable vehicle in order to transport equipment locally.