Help Desk Support Technician

  • Freelance
  • Internship
  • Part Time
  • Remote

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

__PRESENT

To apply for this job email your details to du75389@gmail.com


You can apply to this job and others using your online resume. Click the link below to submit your online resume and email your application to this employer.

To apply for this job email your details to du75389@gmail.com


You can apply to this job and others using your online resume. Click the link below to submit your online resume and email your application to this employer.

Contact us

LA Based Managed Service Company