Desktop Support Specialist

This is a contact to potential hire position

• 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
• Familiarity with working with ServiceNow or similar ticketing system as part of a larger team.
• Understanding of how to deliver quality service while adhering to service level agreements (SLAs).
• Perform office moves and guest office setups
• Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 10, MacOS, and Microsoft Office 365.
• Proven troubleshooting methodology and a desire to solve challenges
• Basic working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box, and telephone/video conferencing.
• Basic understanding of networking principals (IP addressing, subnets, routing, switching).
• Working knowledge of antivirus, backups, and virtualization.

• Minimum 3+ years of IT experience, preferably in a technical field (industry certifications a plus)
• Bachelor’s Degree preferred
• 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.

• The unique and exciting opportunity to work at one of the leading global entertainment companies.
• Access to the tools, leadership and resources you’ll need to create and drive a center of excellence
• The opportunity to do the best work of your career
• Competitive benefits and programs to support your well-being