IT Desktop Support Technician
Job Description
Our client is a trusted media services and software solutions partner for content owners, video distributers, digital retailers, broadcasters, subscription video and ad supported platforms. They simplify the complexities of content distribution, supply chain and digital storefront management and provide flexible B2B technical SaaS solutions and managed services for media assets. As a leader in cloud-based digital asset delivery and content optimization solutions for clients in the growing Media & Entertainment industry, Premiere brings to life the quality of film and television, transporting to the hands of millions around the globe. Through the magic of media services, we are a rising thought leader providing innovative, smart tools and intelligent operations as an essential business in media entertainment. Together with industry leaders like Google, Apple, NBC Universal, Microsoft, Disney, Warner Brothers and more, They work to revolutionize media delivery at the forefront of entertainment technology and software services.
About the Role
We are looking for IT Desktop Support Technician to join the Information Technology group. We are looking for someone who is not only a technical expert, but is also a passionate troubleshooter and problem solver.
As an IT Desktop Support Technician, you will own and support the technical needs of Employees and ensure that system hardware, operating systems and software systems adhere to our organizational values. Ideal candidates will need to be highly technical and will work directly with other IT staff to ensure high reliability. We are looking for a team player who balances individual responsibilities, gives and welcomes feedback, and exhibits objectivity and openness to others’ views.
Key Responsibilities
- Respond quickly to support requests from our users and clients
- Testing, troubleshooting and supporting the latest in web, media and entertainment technology systems and solutions Respond quickly to support requests from our users and clients
- Analyze, diagnose and implement corrective solutions for end user hardware issues, using advanced diagnostic and troubleshooting principles, theories, concepts, and techniques with minimal supervision.
- Proactively monitor and maintain systems to insure high availability and performance
- Take corrective action as needed to keep content and processes flowing
- Providing 1st and 2nd tier support for employees, clients and other team members
- Working with international technical teams and 3rd parties to complete projects and satisfy business needs
- Testing, troubleshooting and supporting the latest in web, media and entertainment technology systems and solutions
- Test, replicate, and escalate blockers to Infrastructure or IT Leadership, working with the Infrastructure or DevOps teams to determine a workaround or solution.
- Conduct advanced troubleshooting of elevated cases from Tier 1/2 and utilize advanced analytical skills, experience, and judgment to provide an explanation of root cause and resolution.
- Create documentation for new initiatives in the form of standard operating procedures so support team members can utilize them once implemented.
- Assist in documenting standard, repeatable instances of hardware and software installation, configuration, repair, failure and removal.
- Assist in maintaining current procedures and processes and contribute to developing processes
- Perform other duties as assigned.
Skill & Experience
- Experience working in the Entertainment / Media Industry a large plus
- In-depth knowledge of Windows / Mac operating systems in a networked environment
- Experience troubleshooting hardware and software issues
- Documentation skills to include creating procedures, user guides, and detailed reports
- Experience with implementing, deploying, and supporting desktop infrastructure
- Self-starter, independent worker and team player
- Mac OS X knowledge and experience with versions 10.11 through 10.15
- Windows 7, 8 and 10
- Basic network troubleshooting skills (TCP/IP, DNS, etc.)
- Basic server administration knowledge (provisioning Active Directory accounts, permissions, etc.)
- Experience with Adobe Cloud Suite
- Basic Administration experience (AD, O365, etc)
- Good written and verbal communication skills
- Knowledge of IT security and compliancy
- Knowledge of networking fundamentals, including: DNS, TCP/IP, Routing protocols
- Multi-Site environment administration and support experience
- Must be able to multi-task and work well under pressure while meeting project deadlines
- Proficient knowledge in Microsoft Office suite
- Proficient knowledge with relevant legal requirements and regulations
- Strong ethic for working with confidential information
- Strong analytical and problem-solving skills
- Demonstrate critical thinking skills
- Attention to detail and organization skills
- Ability to adapt to changing priorities
- Strong interpersonal abilities and communication skills
- Ability and interest to work in a geographically diverse environment
