IT Desktop/User Support Specialist II

This is a Full Time Job

With offices in Beverly Hills and New York, Gersh maintains twelve full-service departments: Talent, Literary, Film Finance, Books, Comedy, Theater, Production, Alternative, Digital, Branding, Commercial Production and Commercial Endorsements. The agency's roster of clients includes award-winning actors, writers, producers, directors and production talent in film, television, new media, branded content, and stage. For over seven decades, Gersh has remained one of the most recognizable names in the entertainment industry.

About the Job:

The IT Desktop/User Support Specialist II is responsible for providing top-notch remote & onsite technical support to employees of The Gersh Agency, Inc. in our LA Office and virtually for our NY Office or home workers. This includes performing the configuration, installation, and upgrading of both software and hardware for user desktops, laptops, and mobile devices. You'll also have the opportunity to dabble with networking and security, video conferencing, Microsoft software administration, building and supporting virtual environments, Cloud migrations, SaaS services, and just about anything else that is cool and IT-related. This position has the potential to become an IT Systems Engineer position in the future.

Excellent customer service and problem-solving skills are essential in this position. Support includes troubleshooting and maintaining personal computers, software, printers and associated peripherals, mobile devices, Office 365 SaaS management, Citrix SaaS Management, Active Directory, custom internal applications, video conferencing systems, and more. You must be a self-starter who requires minimal direct supervision that can handle just about everything and anything user support related that may come up.

Primary duties:

• Install, troubleshoot, service, and repair desktops, laptops, mobile devices, and related software, telephones, cables, and connectors
• Responsible for day-to-day logging, tracking and resolving of customer reported IT problems, concerns or requests
• Replace, upgrade, maintain, and document hardware and software systems
• Must be familiar with a variety of IT best practices, concepts, and procedures
• This position is considered ''essential personnel'' and is required to report to work during emergencies, after hours, special closings, and as required to properly maintain the systems
• Proactively research and review new, innovative technical solutions that will help build better, faster, and more awesome IT support
• Order, receive and inventory equipment and software
• A service-oriented attitude with excellent interpersonal, oral, and written skills is required
• Perform other duties as assigned

Required Knowledge and Skills:

• Deep technical experience supporting both Windows and Mac hardware and software on desktop and Laptop computing platforms
• Experience with Windows 10 OS, Microsoft Office365, and the Microsoft Office 2016 suite, and Apple/MacOS
• Excellent troubleshooting abilities with the insatiable desire to find better ways to resolve problems
• Experience supporting Video Conferencing and collaboration systems
• Knowledge of Citrix App and Desktops a plus
• Knowledge and experience supporting Avaya Telephone system a plus
• Basic knowledge of LAN's, WAN's, WLAN's, and basic network security
• Anti-Virus and Anti-Spam product knowledge
• Backup and data protection product knowledge
• Strong verbal and written communication skills
• Experience entering and tracking work using a ticketing system.
• Team player, flexible and a collaborative personality, and ability to work independently
• Strong customer service skills with a passion for client satisfaction an absolute must

Qualification Requirements:

• Minimum of an Associate Degree in Information Technology, Information Systems or equivalent combination of education and experience required
• 2+ years of experience providing IT support service at Tier II or above
• Position will support all users in the NY and LA offices (sitting on-site in our Beverly Hills office), business hours are 9am-6pm, but this person will be required to work evenings, nights, and weekends as workload dictates
• Demonstrated ability to absorb and appropriately apply technical knowledge in a structured manner to complex end-user problems, often involving the interaction of hardware, software, and networks
• Experience installing and troubleshooting software, as well as imaging new desktops and laptops
• Understanding of important operating system and network concepts such as group policy, computer hardware/drivers, and client server communications
• Strong customer service orientation; good written and verbal communication skills and attention to detail and accuracy
• This position has no direct reports
• Potential travel to NY (this will be rare)
• Entertainment industry experience highly preferred

Pay Rate: $80-95K, based on relevant industry experience