Technical Support Specialist

This is a Full Time Job

The Recording Academy (The GRAMMY Awards) is seeking a Technical Support Specialist to assist our Information Technology Department with Help Desk support coverage, including but not limited to, company wide hardware/software implementations, user technical support, basic network troubleshooting, technical and instructional documentation, special projects and other day to day IT related activities.

Responsibilities include:
• Utilize the help desk system to increase efficiency of issue resolution processes
• Work directly with users and other System Administration personnel to explain system operations and answer questions
• Test new tools and functionalities
• Write, review, and test user operation procedures
• Keep track of user-reported problems and errors, making sure all help desk tickets are resolved in the appropriate time frame, and ensuring that all resolutions are fully documented

Qualifications include:
• Minimum 5 years related experience
• Bachelors in Computer Science preferred or equivalent corporate experience in user support
• Experience in a technical support role within a professional Microsoft environment
• Excellent troubleshooting and problem analysis skills
• Excellent communication and writing skills
• Excellent customer (end-user) service skills
• Professional attitude and the ability to work unsupervised
• Ability to work evening shifts as needed
• Ability to lift computers, monitors, printers and other items up to 50lbs.

Technical Skills required:
• MS Windows XP and Windows 7
• MS Office 2003 to Office 2010
• MS Outlook 2007 to Outlook 2010
• Basic MS Active Directory Administration
• Basic MS Exchange 2010 Administration
• Mobile device support, including Blackberry Support
• Basic to intermediate network troubleshooting