Job Description:
Title: Support Technician
Location: Onsite M-F from 8AM-5PM (1 hour break for lunch) in West Hollywood, LA.
Duration: 2 Month Contract
Our client, one of the largest global music companies, is seeking a talented IT Support Technician.
Responsibilities:
- Provide tech support by diagnosing and solving hardware or software faults and troubleshooting basic technology issues
- Talking clients through a series of actions, either face-to-face or over the telephone, to help resolve issues or configure systems
- Installing and configuring computer hardware and software
- Maintaining and updating support information and actions in the Tech Ticketing system, including procedural documentation and relevant reports
- Following standard procedures and written instructions to repair a fault or set up computer systems
- Supporting the roll-out of new applications, tools and services
- Setting up new users' accounts and profiles and dealing with password issues
- Responding within agreed time limits to incidents and service requests
- Working continuously on a task until completion (or escalating to another group where appropriate
- Prioritizing and managing many open cases at one time
- Establishing a good working relationship with customers and colleagues within Tech
- Representing Tech with professionalism and demonstrating Tech values at all times
Required Skills:
- Minimum 2 years of tech and deskside support experience.
- Comfortable working with both PC and Mac platforms across a variety of operating systems (including MacOS and Windows 10)
- Previous experience of supporting Apple hardware and software (MacBook, iPad, iPhone, Keynote, Mac OS, iOS)
- Previously worked as part of a team, collaborating effectively with colleagues and team members across IT
- Experience of delivering services to and interacting with VIPs and Executives.
- Ability to manage multiple client priorities, coordinate activities and manage expectations
- Excellent time management skills
- Technical knowledge of ITSM tools (e.g. ticketing systems, reporting & survey management).
- Excellent Zoom and Remote support experience
- Confident in A/V equipment
- Flexibility in offering Executive home support and traveling to various office locations to provide in person support.
- Flexibility in working between a 7am-7pm rotation shift. Primary working hours are 9am-6pm but need to be flexible to support business needs.
- Excellent Interpersonal and communication skills, both written and verbal.
- Demonstrable ability to establish positive working relationships with internal clients as well as peers in IT
- Ability to work effectively across all levels of the organization and handle each request with discretion, tact, diplomacy and patience
- Strong analytical / technical problem solving and troubleshooting skills across the wide range of technology
- Expert knowledge of Microsoft Office Suite of products
- Strong PC/Laptop hardware troubleshooting and deployment skills
- Strong Apple/MacBook hardware troubleshooting and deployment skills
- Strong software application installation/troubleshooting skills
- Familiarity with installing and supporting various third-party software
- Understanding of basic networking and network troubleshooting
- Working knowledge of ServiceNow
- Strong Android/iOS mobility support
Education:Associate degree at a minimum. A+ Certification can be accepted in lieu of degree.