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Specialist, Technology Services and Support
Horizon Media
New York, NY, United States
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Job Description:
Job Summary
The Specialist of the Technology Services and Support team has the expertise required to deliver excellent technical and non-technical support with outstanding client service, satisfaction, and timeliness that regularly exceeds the expectations of the organization. This role is responsible for all first and second level support requests and requires advanced knowledge of core technical systems, including network, server, client, and Audio Video systems, as well as advanced knowledge of business processes and business applications. The Specialist will assist with various projects and partner with the Infrastructure, Application Support, and Operations teams to manage the implementation of companywide technologies, workflows, and processes and procedures in order to maintain a stable, efficient and controlled computing environment.
Main Duties and Responsibilities
• o 75% - Responsible for technical Service Requests from cradle to grave for all in-scope areas (desktops, laptops, handhelds, operating systems, applications, audio video, etc.)
◦ # Provide expert technical support, while ensuring the highest quality of service to our clients
# Adhere to support processes and delivery, ensuring that the most efficient and correct solutions are delivered to all clients
◦ 10% - Provide and maintain technical ‘how to’ documents for day to day service requests, including the upkeep of an automated ‘self-service’ and request portal
◦ 10% - Provide and maintain technical process, procedures, and documentation for Technology teams (i.e. software and hardware standards, imaging process, installation procedures, etc…)
◦ 5% - Responsible for the maintenance of various technologies and tools:
◦ # Manage Active Directory users and computers, including the on-boarding and termination of users, security groups, computer groups, distribution lists, etc.
Supervisory Responsibilities
Knowledge and Skills Required
• o Ability to understand Horizon’s direction, structure, and requirements, and use that knowledge to assist management in identifying and delivering the best possible technical solutions for all business areas
◦ Strong desire to help others with a positive attitude, excellent problem solving, strong communication, and organizational skills
◦ Excellent ability to communicate technical subject matter to non-technical staff
◦ Excellent ability to document processes and procedures
◦ Capacity to organize, prioritize and solve multiple issues simultaneously in a timely and efficient manner
◦ 3+ yrs relevant overall experience managing Information Technology user based systems (i.e. desktops, laptops, handhelds, etc.), customer service and technical procedures and solutions
◦ In depth understanding of client technology, systems, and software:
◦ Microsoft Windows Operating Systems (Microsoft 7 and Windows 8)
◦ Microsoft Windows Office Suites (2010, 2013, Office 365)
◦ Handheld/Tablet Operating Systems (Android, iOS, and Blackberry)
◦ Collaboration software (SharePoint, Lync, etc)
◦ Active Directory, Windows Deployment, SCCM, and Anti-Virus platforms
◦ General Audio Video technologies, including presentation and design software (PowerPoint, Key Note, Final Cut Pro, audio and video encoding and editing, etc.)
◦ Virtual technologies, including XenApp, XenDesktop, VCenter, etc.
◦ Mac OS X and iWork
◦ Remote technologies (i.e. VPN, Citrix, and wireless solutions).
◦ Very customer service oriented, focusing on ‘white glove’ service
◦ Superior project and time management skills
◦ Excellent organizational skills, attention to detail and quality
◦ Ability to effectively communicate with vendors
◦ English proficiency and excellent grammatical, writing, and editorial skills are required
◦ Ability to multi-task in fast-paced environment
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.