Technology Support Specialist #100-13
|Location:||Los Angeles, CA|
|Employment Type:||Full Time|
|Business Group:||American Public Media|
The Technology Support Specialist will work on the IT team within the IT department of APM | MPR | SCPR. This position provides Tier 1 support at the service desks in Los Angeles and is responsible for providing support for incidents, requests and questions, desk-side support and project work.
Provide primary service desk coverage and desk side support for customers in Los Angeles, the bureaus and other remote locations.
Provide Secondary level support for moves, adds, changes and deletes for California Avaya phone switch and Audix voicemail system.
Provide primary telephone / e-mail / remote support to remote bureaus and desks.
Escalate incidents, requests and questions to Systems Administrator and other members of the IT and/or Engineering teams to for most effective and efficient response to customers.
Provide secondary support for corporate IT systems and servers in California.
Manage internal and customer-facing projects and assignments through their entire life cycle.
Document thoroughly and efficiently communicate all incidents, requests, questions and feedback via the corporate service management ticketing tool.
Develop system level documentation and standard operating procedures.
Maintain outstanding customer relations and keep customers informed on project/problem status.
Provide overnight and weekend on-call technical support via rotation.
Other duties as requested and assigned.
Required Education and Experience:
Bachelors degree in computer engineering, computer science, MIS or equivalent experience.
4 to 6 years of hands-on IT experience, including:
o At least 4 years of experience with local and remote desktop, laptop and printer support in a service desk and desk side support environment.
o At least 3 years experience supporting Windows server, Exchange and AD environments.
o At least 3 years experience in a network support role with TCP/IP networking.
ITIL, version 3 Foundations in Service Management certification or able to become certified within first six months of employment.
Required Skills, Knowledge and Abilities:
Strong knowledge and experience with Windows XP Professional and Windows 7. Office 2003, 2007, and 2012. Apple OSX.
Solid understanding and experience with PC and Macintosh hardware, software and peripherals.
Strong knowledge of TCP/IP, DHCP and DNS for troubleshooting purposes.
Understanding of Active Directory, group policy, SMS and SCCM experience.
Strong hands-on experience with imaging and other automation tools for Windows and Mac.
Strong problem-solving skills; the ability to research problems independently using multiple resources and develop practical solutions.
Interpersonal skills; active listening, ability to convey ideas, facts, and technical information, accurately, thoroughly in a manner easily understood by non-technical people. Patience to repeatedly instruct people on the steps to take to solve computer problems.
Ability to be fully productive while working independently and with minimal supervision.
Excellent and efficient multitasking ability on multiple time-sensitive projects at any given time.
Excellent planning and organizational skills.
Open to learning and applying new technologies and skills to further develop while advancing the needs of the organization.
Good written communication skills for everyday business communication and documentation.
Ability to handle a changing flow of issues and information and exercise patience and professionalism during stressful situations.
Must have a strong customer satisfaction / service focus.
Ability to troubleshoot local and remote network, VPN, and Microsoft Remote Access connections from the network client side.
Able to respect confidentiality and protect security of company confidential information.
Ability to establish and maintain positive working relationships with all levels of fellow employees to achieve common goals.
Preferred Skills and Experience:
Radio, content production, broadcast environment and/or IP-based audio experience.
CompTIA A+, MCITP or similar certifications.
Reporting To This Position: None.
Physical Demands and Working Conditions:
Must be able to perform the essential duties of the position with or without reasonable accommodation.
Some travel to remote bureaus / desks and St. Paul, MN will be required.
Must be able to be on call 24/7/365 and work non-scheduled hours, with 24-hour transportation.
o Required to move about in an office environment and sit for extended periods of time.
o Required to move about in the community.
o Reach with hands and arms.
o Required to work outdoors at times.
o Frequent use of hands for data entry/keystrokes and simple grasping.
o Required to lift up to 50 pounds.
o Moderate noise level.
o Occasional exposure to prevalent weather conditions.
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