IT Service Desk Support Analyst II (remote, early shift)
Vacancy expired!
Large entertainment firm is looking to hire a contract
IT Service Desk Support Analyst for their office in New York, NY. This role will be based out of NY and will be for support of the UK office. Must have both Mac and PC as well as iOS experience. Work schedule/shift will be 5am-2pm EST.
Summary: You will have a desire to learn and expand your technical knowledge through working with our customers and our senior technical resources. You have experience supporting systems and users via phone and email. Strong organizational and communication skills are required. Multiple shifts available.
What You’ll Do
Field incoming help requests from end users via telephone, e-mail, and service portal in a courteous manner.
Provide in-depth phone, remote & deskside technical support
Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handed by phone Support Analyst (Tier 1) or require a desk side visit including hardware deployments
If no solution is available, Service Desk Analyst (Tier 2) escalates the incident to Tier 3
Train, coach, and mentor Tier 1 and new Tier 2 Service Desk technicians
Create Knowledge Base Runbooks for problem resolution
Video Conference Room setups and troubleshooting
Office phone setup and configuration
Advanced Break / Fix Hardware and Software Troubleshooting including in-house hardware repair & warranty replacement
On-Boarding / Off-Boarding of employees, interns, temp, and acquisitions
Understanding of how to deliver quality service while adhering to service level agreements (SLAs).
Perform office moves and guest office setups
What you Need
Minimum 3+ years of IT experience, preferably in a technical field (industry certifications a plus)
Bachelor’s Degree preferred
Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 10, MacOS, and Microsoft Office 365.
Basic working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box, and telephone/video conferencing.
Familiarity with working with ServiceNow or similar ticketing system as part of a larger team.
Proven troubleshooting methodology and a desire to solve challenges
Basic understanding of networking principals (IP addressing, subnets, routing, switching).
Working knowledge of antivirus, backups, and virtualization.
Must be intelligent, inquisitive, confident and energetic
Exceptional problem-solving skills and self-motivated
Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs
Must be organized, dependable and detail-oriented
Must be able to meet deadlines and SLAs in a fast-paced, agile environment
Must have excellent verbal and written communication skills
Experience in the entertainment industry preferred but not required
Must be willing to be on-call and work remotely occasionally.