Desktop Support Technician

Overview

Ready to be the hero behind every click, tap, and keystroke? Join our team as a Desktop Support Technician and become the guardian of seamless digital experiences. In a world where technology reigns supreme, we're on a mission to keep our systems running smoothly, our users smiling, and our productivity soaring. If you're passionate about troubleshooting, problem-solving, and delivering top-notch technical support, then plug in and power up with us!

• Answer, evaluate and prioritize incoming calls, voicemails, emails and in‑person requests for assistance from users experiencing problems with hardware, software, networking, and other computer related issues.
• Interview users to collect information about their problem and lead user through basic diagnostic procedures to determine source of error.
• Handle problem recognition, research, isolation, resolution, and follow‑up for routine user problems.
• Engage appropriate technical resources or elevate issues, as required.
• Formally contribute to the team knowledge base by recording problem resolution and creating/maintaining training and installation documentation.
• Informally contribute to the team knowledge base through conversations and participation in team meetings and round table discussions.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
• Follow up on completed help desk tickets to verify satisfactory resolution and customer service ratings.
• Log and track calls using problem management database and maintain history records and related problem documentation.
• Call software and hardware vendors to request service regarding defective products.
• Maintain hardware and software documentation.
• Responsible for moving computer, phone, and peripheral equipment when employees’ cubicles/offices are reassigned.
• Provide users with basic instruction on software and hardware.
• Collaborate with Desktop Support Technicians to develop training materials.
• Perform 24x7 support for Programming department and all IT infrastructure.
• Participate in on‑call rotation.
• Other duties as assigned.

• AA degree in Information Systems, Business, or Communications; or equivalent. Microsoft, CompTIA, and Apple certifications desired (MCDST, A+, ACSP).
• Experience with Windows and/or MAC configuration, deployment, and administration.
• Experience troubleshooting and resolving essential PC hardware and software problems.
• Must have the ability to multi‑task activities such as documenting/updating/troubleshooting notes and conversing on the phone.
• Ability to write business correspondence and knowledgebase articles. Ability to effectively communicate information and respond to questions from groups of managers and users.
• Excellent time management, communication, decision‑making and organizational skills.
• Knowledge of all MS Office applications to include Outlook, Word, Excel, Access, and PowerPoint.
• Able to identify and resolve problems, gathering and analyzing information.
• Works well in group problem‑solving situations; uses reason even when dealing with emotional topics.
• Strong customer service skills, with the ability to manage difficult or emotional customer situations; responding promptly to customer needs; soliciting customer feedback to improve service; and meeting commitments.
• Strong interpersonal skills, focusing on solving conflict, not blaming; maintaining confidentiality; listening to others without interrupting; keeping emotions under control; and remaining open to others' ideas.
• Demonstrated ability to approach others in a professional and tactful manner; able to react well under pressure.

• Industry‑leading Medical, Dental & Vision coverage
• Short/long term disability and life insurance
• Robust 401(k) with company match
• Parental leave with Baby Bonding pay
• Generous PTO, holiday and sick pay
• Unique company culture that includes exclusive access to concerts, movie premieres, media industry events, and more
• Leadership and Career Development Programs including free access to Linked In Learning platform

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