Help Desk Support Technician
Immediate opening for a Jr. Level, Part-Time, Remote Help Desk/Support Tech with a Los Angeles based Media & Entertainment Managed Services Company. Our clients include gaming, post-production, motion graphics, VFX customers, among others.
JOB SUMMARY
The Help Desk Support Tech will provide a first line of support for all inbound support requests, providing triage, dispatch, and escalation for a myriad of workloads, workflows and user profiles
RESPONSIBILITIES:
– Act as first line of support for the morning shift (8am – 12pm PST), providing coverage for our East Coast & West Coast clients and their remote and on-site employees/freelancers
– Respond to inbound, Tier 1, general break/fix support incidents via multi-channel support requests including Slack, email and a dedicated ticketing system.
– Assist with employee on-boarding tasks: setting up new user accounts, provisioning email, file-server access, WFH/Jump/Teradici remote access, VPN connectivity, etc
– Other support tasks include password resets, software updates/patch management, endpoint security, assist with client software usage/tracking across the organization, and an ever-growing list of responsibilities
– Document processes and procedures as needed; analyze and identify common trends and underlying problems
– Update knowledgebase/self-help documentation to empower staff to self-support and troubleshoot
– Escalate tickets as-needed to the next rung of support
– Familiarity with any combination of the following speciality and business applications: Adobe Creative Cloud, Avid Media Composer, Maya, Davinci Resolve, Motion Builder, ShotGrid, Perforce, Unreal, Teradici, Zoom, Google Suite, Microsoft Office, Teradici/HP Anywhere, Azure AD, 3rd Party macoOS MDM products, Signiant, Aspera, etc.
– While work is mostly remote, on rare occasions, on-site visits might be required.
QUALIFICATIONS:
– 2+ years of experience working as an IT technician
– Excellent written and verbal communication skills
– Strong problem solving and critical thinking skills
– Good customer service skills with highly professional demeanor
– A thorough understanding of Windows (Desktop & Server) and macOS. Linux skills helpful but not required.
– Past experience supporting PCs and Apple hardware
– Be self-directed, self-aware and be unafraid to admit when you are wrong or need backup
– Occasional, onsite duties may be required setting up new client hardware (LA area only)
– Can prioritize and quickly resolve issues in a timely manner, amid complex, highly ambiguous and fast-paced environments
– A basic understanding of production, post-production and gaming workflows are helpful, but not essential
EDUCATION
4-year college degree preferred, but not required. Some college desired.
Pay commensurate with experience. We are a young company and there is room for growth in this role for the right person.
Location: Remote
Reports to: Director of Technology
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