Searching for a junior-to-mid level Service Desk Analyst with 2-5+ years working for a medium-to-large enterprise with primary responsibilities providing technical support for a TV show. Hours are Monday-Friday 1am-10am.

Required Skills -

PC and Mac OS, hardware, mobile devices, O365 and application experience in a mid-to-large enterprise. Good communications and troubleshooting skills.

Job Duties -

Working in a hybrid IT Call Center / Deskside Support team providing Service Desk technical support, provisioning technologies to new and existing staff, troubleshooting and resolving end user issues, fulfilling IT requests and de-provisioning access and equipment for separated staff.

Job Requirements -

• Provide IT Service Desk (ITSD) and desk side support to all users.

• A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization.

• Single point of user resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.

• Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment, and other office equipment, as required.

• Use ServiceNow incident logging system to maintain incidents and requests through the complete ticket life cycle to agreed service standards and service levels.

• Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and Technician interaction with other IT employees, co-workers, and outside vendors.

• Conduct end-user orientation and training for new hires.

• Provision and administer user accounts, distribution groups, and security groups in Active Directory.

• Escalate to operations, solutions, infrastructure engineering, or appropriate resolver team when assistance is needed.

• Provide AV support - support conference rooms, (multi location large audience simultaneous conferencing), and video conferencing.

• Process equipment and software requests and record asset information.

• Hardware/ software lifecycle management.

• Provide white glove (VIP) and executive support.

• Perform request fulfillment of moves & staff equipment changes at each location.

• Assist with regression testing of supported software through OS Patches and Upgrades.

• Push and install workstation and third party patches.

• Provide Windows OS, Mac OS, and Mobile OS support.

Other Skills and Abilities

• Requires broad understanding and advanced technical acumen.

• Skills consistently updated based on new software development and hardware technologies.

• Proficient with Microsoft Windows OS, Office 365, Exchange/Outlook, and Active Directory.

• Familiarities with PC and Mac support tools and software distribution tools.

• Experience providing asset management support.

• Experience using remote diagnostic tools for problem identification and resolution.

• Utilizes problem solving, customer service skills, strong written, verbal and project management skills.

• Must be self-motivated, strong organizational/interpersonal skills, and ability to prioritize workload.

• Ability to meet specific deadlines and work under pressure.

• Ability to maintain flexible work schedule.

Desired Skills & Experience - Skills and experience listed elsewhere on the SOF