Service Desk Support Analyst

This is a Full Time Job

Service Desk Support Analyst (Tier 2)

United Talent Agency is currently looking for service desk analysts to join our growing team. Our ideal candidate will have a desire to learn and expand their technical knowledge through working with our customers and our senior technical resources. The successful candidate will enjoy and have experience supporting systems and users via phone and email. Strong organizational and communication skills are required. Multiple shifts available.

Candidates should have hands-on experience across a broad range of technologies including:
• Field incoming help requests from end users via telephone, e-mail, and service portal in a courteous manner.
• Provide in-depth phone & deskside technical support
• Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handed by Phone Support Analyst (Tier 1) or require a desk side visit including hardware deployments
• If no solution is available, Service Desk Analyst (Tier 2) escalates the incident to Tier 3
• Train, coach, and mentor Tier 1 and new Tier 2 Service Desk technicians
• Create Knowledge Base Runbooks for problem resolution
• Video Conference Room setups and troubleshooting
• Office phone setup and configuration
• Image and configure computers using Windows Azure Auto Pilot and Jamf
• Advanced Break / Fix Hardware and Software Troubleshooting including in-house hardware repair & warranty replacement
• On-Boarding / Off-Boarding of employees, interns, temp, and acquisitions
• Supporting user's with technical issues primarily over the phone using remote support technologies
• Familiarity with working with ServiceNow or similar ticketing system as part of a larger team.
• Understanding of how to deliver quality service while adhering to service level agreements (SLAs).
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Test fixes to ensure problem has been resolved.
• Perform post-resolution follow-ups to help requests.
• Perform office moves and guest office setups
• Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 10, MacOS, and Microsoft Office 365.
• Proven troubleshooting methodology and a desire to solve challenges
• Basic working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box and telephone/video conferencing.
• Basic understanding of networking principals (IP addressing, subnets, routing, switching).
• Working knowledge of antivirus, backups, and virtualization.
• Office moves and guest office setups
• Maintain hardware inventory count with manager

Qualified candidates will likely have 3+ years of recent IT experience (end-user support and help desk experience) working with a variety of technologies. We require resourceful team members with exceptional problem-solving skills.

This position requires someone who has a strong desire to learn from our existing engineering team while being self-motivated to deliver exemplary service and find timely solutions to the problems we need to solve for our customers.

Additional key skills and qualities:
• Must have at least 3+ years of IT experience, preferably in a technical field (industry certifications a plus)
• Must be intelligent, inquisitive, confident and energetic
• Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs
• Must be organized, dependable and detail-oriented
• Must be able to meet deadlines and SLAs in a fast-paced, agile environment
• Must have excellent verbal and written communication skills
• Experience in the entertainment industry preferred but not required

Must be willing to be on-call and work remotely occasionally.

Job Type: Full-time

Experience: Technical Support: 3+ years (Required)

Education:
Bachelor's (Preferred)

Location: Beverly Hills, California

Work authorization: United States (Required)