The position will be accountable for all technical decisions made in an effort to bring a solution to a trouble ticket or outage. Other proactive situations, such as change control requests, require the approval of the Manager and other department heads.
The IT Helpdesk Support performs tier 1 phone support and assists the user community in resolving day-to-day computer related issues including, but not limited to all desktops, laptops, handheld/wireless devices, printers, copiers, server products and related computing technologies.
Become a domain expert in the company platform, gaining an overall understanding of all major functionality; manage ongoing tasks and customer projects using project management techniques, including estimating levels of effort and tracking time.
Performs Liaison Engineering functions to include cross-functional customer support, problem investigation/resolution, multi-disciplinary technical guidance and pre-production configuration management support.
Provide Help Desk/Service Center support, monitoring all inbound calls (phone, email, and form-based) for the Studio;support a wide array of software packages both internally developed and purchased from third parties.
Responsible for planning, implementing, o 3 to 5 years of hands-on system administration or strong familiarity of Microsoft Server 2003/2008, Windows XP/Vista/7 and OSX server/client and exposure to Exchange 2003/2007/2010.
Applies Information Systems Knowledge: Demonstrates an understanding of the basic need for technical support in a business; demonstrates awareness of the primary uses of technology by business representatives, demonstrates a basic understanding of the systems of the enterprise.
Assist with client desktop functions such as user account maintenance, application and OS patches and updates, antivirus updates, security/event log review and analysis, documentation, hardware issue escalation, user training, and user support.
Participates in designing, configuring, deploying and maintaining various types of electronic equipment for optimum transmission and/or broadcast performance with scalability, performance and reliability.
As a Technical Support Engineer, you will work on complex issues, allowing you the opportunity to resolve problems requiring innovative thinking and a deep understanding of software support processes and procedures.