Desktop Support Analyst

3 weeks ago


Washington, United States Tentek Full time

Desktop Support Analyst (News Broadcast team)

Duties:

  • Troubleshoot hardware and software issues onsite and remotely, including on-air support.
  • Equipment setups and moves.
  • Computer imaging and configuration.
  • Log, update and follow up on support requests in ticketing system.
  • Ensure support meets the customer requirements as defined in the Service Level Agreements.
  • Assist other groups in Technology with tasks required onsite.
  • Assist with technical projects, including planning, implementing, assisting in the installation and setup of software products and hardware and other duties as assigned.
  • Communicate any escalation of issues and/or feedback to proper management.
  • Broadcast (Support Live Shots and Support and assist with major field events)

Qualifications
  • Formal education preferred in a technical discipline.
  • ITIL certified or knowledge.
  • Knowledge of ITSM software package preferred is ServiceNow.
  • At least 3-4 years of experience in a desktop support environment.
  • Passion for customer support and ability to adapt to different environments.
  • Must be flexible, patient, and approachable.
  • Ability to handle challenging support situations with a calm and methodical approach.
  • Ability to quickly and appropriately prioritize multiple requests and bring them to successful resolution.
  • Experience working with Microsoft Office 365, Windows and Mac environments. Okta, BOX,Goggle Drive and Workspace, Zoom, Slack experience a plus basic understanding of networks.
  • Experience with supporting mobile devices: iOS and Android.
  • Solid written and oral communication skills.
  • Ability to lift and transport moderately heavy to heavy objects, such as computers and peripherals.
  • Willing to learn Broadcast/Media technologies.


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