IT Help Desk Support

The Desktop Support Engineer is responsible for ensuring that the technical aspects of an end-user’s work environment (compute device, mobile device, applications, printing, telephony, wired/wireless networking, video conferencing and other related technologies) are operating efficiently. In the event of an alerted or reported issue, this individual will proactively work to resolve issues impacting the end-user space in communications with the Information Technology team and within their prescribed scope of authority. Furthermore, this individual will work proactively to evaluate and improve the work environment seeking out more efficient methods, tools and processes to assist in the end-user reaching their job requirements efficiently and through the fulfillment of regular ongoing maintenance tasks as assigned by management. This individual must be a proactive self-starter that is able to work with limited instruction and is always seeking to make improvements to the environment around them while not being satisfied with the status quo. Additionally, this individual must also be self-aware and be able to stay within their scope of responsibility and understand the impact they have on the environment from a technical, social and cultural standpoint.

• Provides end-to-end IT technical support for PC & Mac systems, hardware and software support, installation, patching, moves, changes and general maintenance as required
• Provides support for Windows Servers (limited), network, printers, telephones and other related technologies as directed
• Instructs end-users in the use of relevant technology
• Provides end-user support for iPhone/iPad, Android or other mobile devices
• Maintains asset inventory, network diagrams and other related and relevant records and documents
• Be a liaison between corporate IT and the end-user community, may be called upon to liaise with other 3rd party IT groups
• Maintains and clearly communicates expectations to local end-user community
• Coordinates the delivery of various IT assets
• Assists with project efforts and overall infrastructure enhancements to meet company goals and objectives

• Must have a can-do and positive attitude, customer service oriented
• At least 5 years of experience in an IT support role supporting over 100 users, preferably in a fast paced and mission critical environment
• 4-6 years of experience supporting Windows-based workstations with extensive knowledge of Windows 10
• 4-6 years of experience supporting Mac OS-based workstations with extensive knowledge of OS X (Sierra & High Sierra)
• 2-3 years of experience supporting Windows Server 2008 or above
• Experience supporting common software packages for both the PC and Mac such as: Microsoft Office, Adobe Suites and other productivity tools
• Strong grasp of networking concepts and principles for wire-line and wireless services
• Strong grasp of Active Directory and Group Policy, as they related to Windows and Mac workstations in an enterprise deployment
• Solid Account Administration skills in both AD/Exchange, as well as setting/maintaining ACLs for server shares
• Able to lift and carry 40 pounds, potentially up stairs
• Good written and verbal communications skills
• Strong organization skills to track and manage issues, tasks, projects, documentation and maintenance planning
• Understanding of the need and ability to maintain confidentiality given the privileged nature of IT roles in an organization
• Travel, overtime and weekend work may be required

• Desirable certifications: MCSA Windows (7, 8, 10), Apple Certification (ACSP), CompTIA A+ and/or Net+
• Familiarity working with 3rd party hosted and supported applications
• Experience supporting Avid edit bays
• Familiarity with Cisco IOS, Linux (Debian/Ubuntu, CentOS/Red Hat)
• Scripting in PowerShell, Python, Bash, Apple related scripting
• Skilled in Mac/PC image creation and image deployment technologies such as MDT.
• Ideal candidate will have 3-5 years of experience within the Media & Entertainment vertical
• Bachelor's degree