IT Helpdesk Technician
GRB EntertainmentSherman Oaks, CA
Full Time Job
Job Title: Help Desk Technician
Reports To: CFO, CEO and Outside IT Consultant
Purpose and Summary:
To provide support to end users who have technical problems with PC and MAC hardware, software, wireless devices, network infrastructure, servers, outsourced applications, and telecommunications equipment. Investigates and resolves software and hardware problems of computer users by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Responds to computer user requests through ticketing system.
To provide support to end users who have technical problems with PC/MAC hardware, software, wireless devices, network infrastructure, servers, outsourced applications, and telecommunications equipment.
Diagnose and troubleshoot a variety of problems that may occur within the GRB technical infrastructure to determine if hardware or software related.
Document, manage, and escalate issue traffic until problems are resolved or escalated to a higher response tier.
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Calls software and hardware vendors to request service regarding defective products.
Writes or revises user training manuals and procedures.
Assists users with software and hardware use.
Installs personal computers, software, and peripheral equipment.
This job has no supervisory responsibilities.
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Collects and researches data; Uses intuition and experience to complement data.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience in installation, management, support and troubleshooting for the following required:
• Windows 7/WIN 10
• Microsoft Office 2010, 2011, 2016, including Outlook in an Exchange environment
• Networked devices (printers, network shares, scanners, faxes, copiers etc.)
• Apple desktops and laptops
• Apple iPhones and iPads
• Apple OS X 10.11-10.12
• Working knowledge of Windows and Microsoft Office software
Experience with the following preferred:
• HP printers/Large Multifunction Copiers
• Dell desktops and laptops (enterprise models - Latitude/Optiplex)
• Dell Poweredge servers
• Windows Server 2008-2012 R2 and Active Directory
• IP based services, including DNS, FTP, SFTP, TELNET, LAN/WAN
Prior Help Desk experience within the entertainment industry helpful
Education and/or Experience
In the process of completing a Bachelor's degree (B. A.) in an I.T. related field from four-year college or university; and two to three years related experience and/or training; or equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Please include the phrase Computer Blue in your application. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
To perform this job successfully, an individual should have knowledge of Microsoft Office 2010, 2016, 2011 Mac, and 2016 Mac. Knowledge of Windows 7 pro, Windows 10 pro, Active Directory, Exchange 2010, and Hyper-V. Individual should be familiar with OS X 10.11, OS X 10.12, KeyCard Security Systems, Cloud Hosted VoIP, local chat server, SonicWall firewall, Barracuda Spam Firewall and supporting FileMaker Database Software.
Other Skills and Abilities
Provide timely, professional, and efficient customer service.
Take ownership of special tasks and roles as resources and circumstances permit
Excellent telephone skills
Ability to work in a high-stress environment and maintain calm
High attention to detail and follow-through
Well-developed troubleshooting skills
Strong commitment to teamwork and shared processes
Motivation to learn and develop skill sets
Ability to multitask effectively
Capable of documenting problem and solution history thoroughly
Willingness to work on-call
Must be proficient with Apple products and Windows
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