Technical Support Analyst

2 weeks ago

Secaucus, New Jersey, United States Production Resource Group Full time

Position Summary:
Production Resource Group is a premier provider of innovative services and solutions in the entertainment and live events sector.

We transform the creative aspirations of our clients into tangible production and technical outcomes, enhancing their engagement with audiences worldwide.

Our strength lies in our talented workforce.

No other organization in our field boasts such a rich and varied pool of expertise, spanning theatre, television, film, music, corporate functions, equipment leasing, and beyond.

With a portfolio of over 250 patents and trademarks, PRG is synonymous with innovation.

Our extensive network of 38 offices across five continents enables us to serve our clients globally.


Key Responsibilities:
The Technical Support Analyst is responsible for ensuring optimal computer functionality, enabling end users to perform their business activities effectively.

This role involves receiving, prioritizing, documenting, and actively addressing end-user support requests, as well as escalating issues when necessary to uphold service level agreement (SLA) standards.

Problem resolution may require the use of diagnostic tools and help request tracking systems, along with providing in-person, hands-on assistance at the desktop level.

Essential Duties

Deliver first-contact support for incoming inquiries to the service desk via various channels, ensuring courteous, prompt, and effective resolution of user issues.

Establish rapport and gather detailed information from service desk clients.
Prioritize incidents and service requests in accordance with established processes to meet defined SLAs.
Accurately document and escalate incidents to the appropriate technician when necessary.

Record, monitor, and document the service desk incident resolution process, including all successful and unsuccessful decisions and actions taken, until final resolution.

Utilize remote tools and diagnostic utilities to facilitate troubleshooting.
Research solutions through internal and external knowledge bases as required.
Identify and familiarize oneself with the relevant software and hardware supported by the organization.

Perform hands-on repairs at the desktop level when remote tools are not suitable, including hardware fixes, delivery of peripherals, or other necessary actions.

Install antivirus software and ensure that virus definitions are current.
Conduct preventative maintenance, including the inspection and cleaning of workstations, printers, and peripherals.
Test solutions to confirm that issues have been adequately resolved.
Develop user guides and FAQ documents for end users.
Contribute to the technician knowledge base as needed.
Reinforce SLAs to manage user expectations.
Provide recommendations for continuous improvement.

Qualifications:
Required Education and Experience
Completion of two years of college-level coursework focused on IT or a comparable bachelor's degree is required.
A minimum of three years of experience in technical IT customer support or a related field is essential.
Experience across multiple sites is preferred.
Competencies
Understanding of basic computer hardware.
Experience with desktop and server operating systems.
Extensive application support experience.
Familiarity with a variety of diagnostic utilities, including Soalwinds.
Knowledge of fundamental ITIL principles.
Exceptional written and verbal communication skills.
Strong interpersonal skills, emphasizing rapport building, active listening, and inquiry skills.
Excellent documentation abilities.
Proficiency in English.
Knowledge, Skills, and Abilities
Ability to conduct research on a wide range of computing issues as needed.
Capacity to quickly absorb and retain information.
Ability to articulate ideas in user-friendly language.
Highly self-motivated and directed.
Attention to detail.
Proven analytical and problem-solving skills.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience in a collaborative, team-oriented environment.
Physical Requirements
40-hour onsite work week.
Ability to sit for extended periods.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
Ability to lift and transport moderately heavy objects, such as computers and peripherals.

Equal Employment Opportunity and Disclosure:
Production Resource Group is an Equal Opportunity Employer. PRG maintains a drug-free workplace, and pre-employment testing will be required.

This position is safety-sensitive and will necessitate pre-employment drug screening.

Production Resource Group LLC participates in E-Verify and will provide the federal government with your Form I-9 information to confirm your eligibility to work in the U.S.

PRG prioritizes the safety of our employees and applicants. We do not utilize chat rooms for job searches or communications. PRG will never request personal information through informal chat platforms or unsecured email.

PRG will never ask for money or any exchange of funds, banking, or personal information prior to an in-person interview.

Be vigilant against potential job scams. For information on job scams, visit,

or file a complaint at.

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