Support Analyst

United Talent Agency

What You Will Do: 

• Provide support for on-site AV systems including Zoom Rooms, screenings, and general conference room setup.
  
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  
• Support users with on-site technical issues and provide remote support to our global userbase.
  
• In the event that a user issue cannot be resolved, you'll work with senior analysts and escalate internally.
  
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  
• Test fixes to ensure problem has been resolved.
  
• Perform post-resolution follow-ups to help requests.
  

What You Will Need: 

• 2+ years of IT experience, preferably in a technical field
  
• Industry certifications a plus
  
• Must be knowledgeable, inquisitive, assertive and energetic
  
• Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs
  
• Must be organized, dependable and detail-oriented
  
• Must be able to meet deadlines and SLAs in a fast-paced, agile environment
  
• Must have excellent verbal and written communication skills
  
• Familiarity with working from a ticketing system as part of a larger team.
  
• Understanding of how to deliver quality service while adhering to service level agreements (SLAs).
  
• Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 10, MacOS, and Microsoft Office 365.
  
• Proven troubleshooting methodology and a desire to solve challenges
  
• Basic working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box and video conferencing.
  
• Basic understanding of networking principals (IP addressing, subnets, routing, switching).
  
• Working knowledge of antivirus, backups, and virtualization.
  
• Basic Printer and telephone troubleshooting
  
• Exceptional problem-solving skills.
  
• A strong desire to learn from our existing engineering team while being self-motivated to deliver exemplary service and find timely solutions to the problems we need to solve for our customers.