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Technical Support Analyst - Theme Parks
Entertainment & Media Industry Company
Universal City, CA, United States
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About Us
Company is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. Company owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. Company’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
Responsibilities
The Technical Support Analyst serves on a Client Services team that as aligned with our Company Studios Hollywood business and handles the day to fulfillment of computer and mobile device related questions and incident solving. Specific responsibilities include:
Provide end user workplace support including issue resolution, upgrades/patches, new software installations and general Q&A across PC, Mac, Smartphones, Tablets, and Peripherals.
Escalate high priority and complex issues exceeding a timeframe of 1-hour of diagnosis time and 1-hour of troubleshooting, escalate to technical lead and/or CS Director (AND act as liaison between client and Subject Matter Expert until ticket is closed).
Install new workplace devices for end users including PC, Mac, Peripherals, smartphones, and tablets, etc. PC refresh vs. New Hires.
Brainstorm workplace solutions where standard offerings are not available and collaborate with technical lead to create a proposal.
Conduct PC refresh pre-site surveys to identify requirements for any hardware or software procurement
Assist with small office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with CS Director.
Assist with troubleshooting by partnering with other IT teams across the organization (Business Technology, Infrastructure, etc).
Study new workplace technologies and attend/recommend training where needed (with CS Director). Reference training plan.
Provide feedback from end users to their Client Services Director
Share/Blog issues/resolutions with other CS teams (and enterprise teams as needed). Reference the blog
Maintain understanding and provide soft support of BTG systems used by business and owned by the BTG team (share information with CS team).
Additional duties as assigned
Qualifications/Requirements
Minimum 2 years recent experience providing direct end-user support for a Fortune 500 company in a Microsoft Windows and Apple Macintosh environment
Good knowledge of LAN/WAN protocols and configuration requirements
Strong knowledge of Windows 7 and Mac OS.
Good knowledge of iPhone/iPad, Android, Windows Mobile and Blackberry operating systems.
Desired Characteristics
Integrity: Do the right thing and treat people right
Creativity: The environment and resources to dream new dreams
Teamwork: We're smarter and more dynamic together
Pioneering Spirit: The drive to invent the future
Ownership: Act like an owner, not a renter