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Client Services Technical Support Analyst
2 months ago
Job Description:
- The Technical Support Analyst serves on a Client Services team that is aligned with our Client Studios Hollywood Theme Park business and handles the day to day fulfillment of computer and mobile device tickets and related projects.
- Provide end user workplace support including issue troubleshooting and resolution, upgrades and patches, new software installations and general Q&A across PC, Mac, Smartphones, Tablets, and Peripherals.
- Install new workplace devices for end users including PC, Mac, Peripherals, smartphones, tablets, etc.
- Research workplace solutions where standard offerings are not available and escalate/collaborate with Technical Lead for approval.
- Assist with office moves; computer and peripheral disconnect and reconnect. Discuss and prioritize office moves with Client Services Manager
- Escalate high priority and complex tickets to Technical Lead and/or Client Services Manager. Act as liaison between client and Subject Matter Expert until ticket is closed.
- Conduct PC refresh for Windows and Mac hardware:
- Complete pre-site surveys, identify requirements for any hardware or software procurement
- Image, configure and install replacement computers
- Update asset management for all deployed and decommissioned equipment
- Ensure retired device is encrypted and ready for disposal
- Due to the nature of the Theme Park business, this position requires team members to share in a schedule rotation of working on all major holidays, weekends, early mornings, and late nights.
- Lift 50 pounds or more.
- Work indoors and outdoors in all weather and temperature conditions
- Since this position will be supporting the Client Studios Hollywood Theme Park, CityWalk and offsite facilities, walking and driving to various locations onlot and offlot is a normal part of our daily support model.
- Minimum 5 years recent experience providing Level 2 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 and Mac OS.
- Strong knowledge of iPhone/iPad, Android mobile devices
- 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
