IT Support Analyst

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HD designs and manufactures cutting‑edge display products for the independent filmmaker and cinematography industry. Our monitors are used worldwide to consistently provide creative professionals with real‑time confidence in their image. Small

HD products are known for their durability, premium display quality, and incredible user interface.

Act as the first point of contact for colleagues seeking technical IT assistance over the phone or email, offering an initial triage response or facilitating ticket logging and escalation processes. You will also provide technical resource to IT Projects and project delivery.

• Performing remote troubleshooting through diagnostic techniques and asking pertinent questions.
• Determining the best solution based on the details provided of the issue and assisting colleagues through the problem‑solving process.
• Accurately categorizing and recording events, problems and their resolution. Creating and maintaining full documentation in line with existing procedures.
• Fostering self‑service resolution in colleagues and escalating unresolved issues to the next level of IT support.
• Providing colleagues with accurate information on IT products or services and offering feedback on outstanding tickets.
• Executing and having input into internal IT‑related policies, processes and procedures (for example employee onboarding workflow).
• Basic administration tasks such as ordering and shipping of equipment.
• Acting as a champion for the importance of customer experience within the business.
• Contributing to the office culture, conduct and discipline to encourage an enjoyable, productive, and efficient workplace for all.
• Seeking success for the company, contributing, and supporting the company Vision and Values for future growth to the benefit of all stakeholders.
• Fostering sound working relationships with all employees.
• Any other duties consistent with the job description that may be required from time to time.

• High School Diploma.
• Minimum 2–3 years’ experience in a similar IT Support Role.
• Proven technical ability, through relevant, demonstrable, technical qualifications/experience in one or more of the following:
  Office 365 solutions, Active Directory administration, Windows 10/11, iOS, Android, Basic network troubleshooting.
• Windows Server, VMware experience, Nutanix.
• Use of initiative to ensure that high‑importance deadlines and SLAs are met.
• Strong written and verbal skills and the ability to produce clear and accurate documentation (Word, Excel, PowerPoint).
• Excellent telephone manner and face‑to‑face communication skills.
• Excellent organizational, time‑management and prioritization skills.
• Always willing to cooperate and assist.
• Willingness to travel, as required, to other Videndum offices and remote sites for the purpose of onsite support.

• This position is based in the Cary, NC office.
• This position is full time.

• Great people, great work environment.
• Health Insurance (incl. dental and vision).
• 401(k) matching.
• Fun events throughout the year.
• A fast‑moving company with room to grow.

Please note that this job description is not an exhaustive list of the duties that you may be required to perform; the company reserves the right to make amendments to the job description at any time, which may include adding or removing items from the list of duties outlined above.

Mid‑Senior level

Full‑time

Information Technology

Broadcast Media Production and Distribution