Description

• Leads IT support team to ensure timely application deployment, application patching, OS image deployment, and update pushes appropriately.
• Leads by example, projecting positive attitude and a willingness to mentor and support others as needed
• Focuses on customer service throughout the entire process of ticket life cycle.
• Identifies, researches, and resolves complex technical problems.
• Adheres to escalation procedures to ensure service levels are maintained.
• Familiar and able to trouble shoot multiple OS; Windows 10, Windows 11, Mac, Android, iOS
• Documents, tracks, and monitors problems to ensure resolution in a timely manner.
• Manages and improves the IT knowledge base across the organization.
• Works with IT support team resources to ensure proper processes are created and followed to inform, track and support our customers.
• Communicates with internal customers, team members, and management regularly during all aspects of help desk operations and ongoing technical issues.
• Monitor and manage support solutions and problem management provided by the team to our customers for efficiency, accuracy and completeness
• Identifies solutions to isolate recurring problems and trends to ensure that troubleshooting efforts are effective and consistently addressed until permanent solutions are found.
• Troubleshooting basic to complex PC, network, and printer issues with end user engagement.
• Ensures that all support requests are well documented in the IT ticketing system from the creation of the ticket to the successful resolution.

• 3-5 years experience with IT Service Desk Operations or applicable Field Services experience.
• Must possess initiative, good organizational skills, attention to detail, sound business judgment and excellent written/verbal skills.
• Advanced experience working with the Microsoft application suite.
• Experience working in a fast paced, cross-functional and multi-team environment.
• Receives direction and produces results in a timely manner with minimum oversight
• Prioritizes to meet deadlines while producing high quality results
• Communicates effectively and professionally with users, customers, and other IT personnel
• A+ certification or similar is a plus
• Experience with Desktop Deployment Application is a plus
• Network and PC troubleshooting experience is a must
• Experience with a help desk ticketing system is a must

• Competitive paid time-off program.
• Medical, dental and vision benefits.
• 401k match.
• Phone service discounts.
• Development and growth opportunities.

• Prolonged periods sitting at a desk and performing functions necessary to work on a computer.
• Must be able to lift/handle video and IT equipment up to 50 pounds
• Must be able to travel and transport equipment to filming locations and nearby stores
• The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl
• The employee may be required to frequently walk