Technical Support Analyst

2 weeks ago

Silver Spring, United States Urban One Full time

**Job Position**:Technical Support Analyst***

**Department**:Information Technology

**Reports to**:Help Desk Manager

**FLSA**:Non-Exempt

**Status**:Full-time***

**Work Location**:Silver Spring, MD

**Overview**:
The Radio One story began simply with a dream and one radio station. Forty years, 13 markets, and 70+ stations later, we are an urban media empire, spanning multiple media platforms. We are in your ears with Reach Media/Radio One, on your televisions with TV One, and may even be the name behind your favorite website, with our digital platform Interactive One. Information is power, and our mission here at Radio One, Inc. is simple - to be the most trusted media source in the African American community. At Radio One, we pride ourselves on hiring people who are dedicated and continue to challenge the norm, while embracing a corporate culture built on creativity and passion. We are our employees’ biggest fans, and it is our daily mission to attract, develop, and retain the brightest stars in the business.

***

**ESSENTIAL RESPONSIBILITIES**:

- Assure swift resolution of trouble tickets within the IT service management platform, striving to meet or exceed service level agreements. OR Assist users with system access, password resets, software installations, and troubleshooting common technical problems, ensuring mínimal disruption to their workflow.
- Stay current with advancements in technology, including cloud services measures, and support practices, to provide accurate and forward-thinking solutions to customers.
- Efficiently escalate complex incidents to specialized support teams, ensuring comprehensive documentation and follow-up.
- Foster a culture of continuous improvement and knowledge sharing within the technical support team, contributing to cross-training initiatives, mentorship programs, and collaborative projects to build collective expertise
- Facilitate the installation and upgrade of IT infrastructure, including network hardware, software, and integration with cloud services.
- Collaborate closely with team members to identify recurring issues, implement proactive solutions, and improve overall system performance and reliability.
- Support state-of-the-art audio-visual and conferencing technologies, embracing platforms like ADP, Microsoft Teams, and Azure Remote Desktop
- Collaborate with network engineers and cloud architects on cross-functional projects and initiatives. Assist users with system access, password resets, software installations, and troubleshooting common technical problems, ensuring mínimal disruption to their workflow.
- Provide advanced technical support and troubleshooting expertise to resolve complex issues related to media production, post
- production, broadcast, and distribution systems, ensuring mínimal downtime and disruption to production workflows.

**KNOWLEDGE/SKILLS/ABILITIES**:

- Possesses robust skills in communication and relationship-building, ensuring the provision of outstanding customer support within an energetic and varied community of users.
- Strong interpersonal and communication skills to deliver exceptional customer service To employees
- Availability to work flexible hours, including occasional off-hours support for critical activities and projects.
- Ability to work collaboratively with cross-functional teams including content creators, editors, producers, IT professionals, and external vendors.

**EDUCATION and/or EXPERIENCE**
- A minimum of 5 years of experience in a technical Help Desk or IT Support role.
- Preferred Education: A bachelor’s degree in computer science, Information Systems, Engineering, or a related field.
- Desired but not required, certifications are:

- Microsoft Certified:

- ITIL Foundation
- CompTIA Network+
- Microsoft Certified: Windows 10 (MD-100)
- Apple Certified Support Professional (ACSP)
- Apple Certified iOS Technician (ACiT)
- Must possess valid state driver’s license

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