Technical Support Analyst

The Technical Support Analyst is responsible for the overall technology needs of staff with roles essential to the day-to-day operations of the Company and provides priority response and resolution for all reported technology issues.

• Rapid response and ownership of issues and requests reported by customers in person, and via telephone, email or support ticket

• Document and report on all work performed on behalf of customers

• Maintain accurate inventory and support records

• Work with service providers to expedite and resolve issues impacting productivity

• Produce verbal and written status reports with emphasis on high-profile issues

• Adhere to company and business unit policies and standards

• Establish and maintain relationships with service providers, manufacturers, resellers and contractors

• Exercise discretion as appropriate

• Proactively monitor, assess and address support requirements

• Create system and support documentation as required

• Provide backup scheduling support to Post Production Engineering

REQUIREMENTS

• Well-developed sense of urgency

• Enthusiasm, resilience, and a positive attitude

• Maintain a professional appearance

• Enjoy working on a team and comfortable sharing responsibilities

• Superior customer service and people skills

• Must be an exceptional communicator

• Field experience supporting a variety of technologies and services (see below)

• Advanced technical abilities including solid troubleshooting skills applicable to Windows, Apple, and virtual operating systems

• Strong networking knowledge with an emphasis on TCP/IP protocol, Microsoft Exchange, and Active Directory

• Work and complete projects with minimal supervision

• Attention to detail

• Ability to juggle time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure

• Business Casual Dress, Reliable transportation

• Lift, carry and transport computer equipment