Job Description
Job overview:We are looking for a motivated, detail-oriented individual with strong Mac devices and Audio Visual skills. This role will be part of our existing team of desktop engineers, primarily focused on Macs and Audio Visual support, with a secondary focus on Windows support.
The Desktop & A/V Support Engineer prioritizes and ensures timely responses and resolutions to requests and incidents for our Mac and conference room users. This role will provide IT support for hardware and business applications while also supporting AV functions such as video conferencing and events with AV components. Additionally, the Desktop & A/V Support Engineer will shift and adjust priorities based on changing business needs in our dynamic environment, while also remaining task-oriented to ensure completion of work from start to finish with appropriate solutions. This role will provide high-touch concierge support for senior ASCAP executives.
The Desktop & A/V Support Engineer within the Global Technology Solutions department is based in our New York office and reports to the Director, Support Services. This position is subject to ASCAP's in office policy.
Areas of Responsibility & Accountability:- Troubleshoot, diagnose, and resolve complex Mac/PC hardware and software issues with a focus on device security.
- Support and continually review enterprise Mac/PC client hardware / software standards and strategy.
- Support client OS, application, mobile, virus, and hardware issues for users.
- Design, implement, and maintain both Mac desktop group policy using JAMF and PC desktop group policy using BigFix and Intune.
- Support and troubleshoot conferencing systems including platforms such as Webex, Zoom, Microsoft Teams and Google Meet, as well as hardware room systems.
- Support the AV production at internal & external events.
- Work with vendors to design and maintain hardware and software standards.
- Develop automated workflows and technologies to efficiently manage Mac endpoints.
- Maintain an inventory database, assign hardware and software assets, and manage warranty and service agreement information.
- Assist with root cause analysis as it relates to Apple/PC computers and all peripheral devices.
- Interact with IT and AV vendors, and management, to ensure solutions are being provided for all escalating tickets.
- Independently resolve complex, break/fix issues in person or via telephone.
- Be available as needed and provide high-touch technical support to onsite and remote members of ASCAP Senior Management.
- Write, maintain and implement systems documentation for incident responses and recurring issues.
- Other projects and duties as assigned.
Qualifications & Requirements:- Bachelor's Degree in computer science, or a related field preferred.
- Apple Certified Support Professional (ACSP) and/or Apple Certified IT Professional (ACITP) Certifications preferred.
- 3+ years of relevant working experience, including troubleshooting, diagnosing, and resolving complex Mac/MS and PC hardware and software issues.
- Ability to communicate seamlessly and work productively with peers and senior management.
- Experience with Mac endpoint patching platforms and administration procedures using JAMF.
- Experience supporting Webex, Zoom, MS Teams, and Google Meet.
- Experience supporting AV production environments and events.
- Experience with Microsoft desktop imaging and distribution platforms such as Intune and BigFix.
- Hands-on desktop support experience in a large enterprise environment preferred.
- Experience working with anti-virus platforms preferred.
- In-depth understanding of Mac based hardware, software, and peripherals.
- Experience with Cisco conferencing hardware including room kits, boards, and peripherals.
- Shell scripting experience is a plus.
- Ability to work flexible hours, adjusting set shift hours or days when needed.
- Ability to travel to other satellite offices when needed.
- Interest in audio engineering and event production is a plus.
- This position currently requires the incumbent to be in the office three days per week.
Compensation/Benefits: Besides providing a unique and dynamic work environment, there are a few other reasons you should consider ASCAP in your career planning. We also offer generous benefit options that are comprehensive and provide the flexibility that most employees want and need. These health care and financial plan options include the following:
- A choice of either network-only provider medical and dental plans or more flexible medical and dental plans where you can see providers in or out-of-network
- Vision plan that offers both in and out-of-network provider options
- 401(k) Plan that offers pre-tax, Roth, and an after-tax employee contribution option, including a company match for pre-tax and Roth contributions
- An additional employer paid discretionary profit share contribution, regardless of your participation in the 401(k) Plan
- Generous time-off policy
- Health care and dependent care flexible spending accounts
- Short-term disability insurance/salary continuation and long-term disability insurance
- Company provided basic life and accidental death and dismemberment insurance
- Employee gym discounts at select gyms
- Commuter benefits
- Voluntary pet health insurance
- Voluntary auto and homeowner's insurance
- Voluntary employee, spouse, and dependent life insurance options
- Voluntary legal plans
- Voluntary ID protection coverage
The above summary of the current benefits is subject to the terms and conditions of the benefit plan documents. This summary is not complete and is subject to the terms of the underlying plan documents. Please note that ASCAP reserves the right to amend or otherwise revise or terminate, at any time and in its sole discretion, its benefit plans, programs, and policies.
Occasional travel for in-person meetings may be required.
The anticipated base salary range for this position is $90,000.00 to $95,000.00 and will be determined on an individualized basis depending on several factors that are unique to each candidate including geographic location (due to differences in the cost of labor), skills, education and prior relevant experience.
Please be aware that ASCAP is not a nut-free or other allergen-free workplace.
