Senior Desktop Support Technician

Job Description

Overview

The desktop support technician's role is to provide 2nd level support to all company users across all sites as well as to provide operational support to Audacy's business applications and back end systems. This role will be responsible for the support and maintenance of computer systems, desktops, laptops, mobile devices and peripherals within the organization so that end users can accomplish business tasks. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and software to ensure optimal performance. The desktop support technician will troubleshoot problem areas (in person, by telephone or via email) in a timely and accurate fashion, and provide end user assistance where required while following all guidelines and expectations set by the IT Support Manager. The desktop support technician is also responsible for receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

Audacy offers full time employees with a comprehensive benefits package to include: health care coordinator, medical, dental, vision, telemedicine, flexible spending accounts, health savings account, disability, life insurance, critical illness, hospital indemnity, accident insurance, paid time off (sick, vacation, personal, parental, volunteer), 401(k) retirement plan, discounted employee stock purchase, student loan payment assistance program, legal assistance, life assistance program, identity theft protection, discounted home and auto insurance, and pet insurance.

Responsibilities

What You'll Do:
• Troubleshoot requests escalated by level one support technicians
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, mobile devices and related hardware and software in order to deliver required desktop service levels.
• Collaborate with the Infrastructure, Networking and other IT functions to troubleshoot network connectivity, infrastructure or windows administration issues.
• Perform operational tasks and investigation within a host of back end systems and business critical applications such as tanium, google administration portal, crowdstrike, beyond trust and zoom
• Responsible for all onboarding and offboarding, including creating~removing accounts in active directory and building all new hire workstations
• Accurately log incidents in our IT ticketing system following ITIL best practices of categorization, prioritization and escalation
• Maintain an accurate inventory of all IT related equipment
• Document known issues to be added to our knowledge base
• If necessary, liaise with third-party vendors to resolve complex issues for example Dell warranty requests.
• Work with the SecOps team to identify and remediate threats to the desktop environment using crowdstrike security platform(i.e. virus, spyware, malware, etc.).

Qualifications

More About You:

Required:
• Advanced knowledge and experience with Microsoft Windows OS, Microsoft Office applications, Google workplace, Google productivity suite, iOS, Android, MFA, AD, Zoom, Slack
• MAC OS experience is a plus
• Experience in working in an ITIL structured environment and understanding of general ITIL best practices
• Solid understanding of Wired and Wireless Networking concepts, general troubleshooting steps, and network tools (Ping, Traceroute, etc.)
• Strong customer service orientation
• Strong interpersonal, written, and oral communication skills.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.

Preferred:
• College diploma or university degree in the field of computer science or related fields or equivalent knowledge and/or 4 - 6 years' work experience.
• Ability to present ideas in a user-friendly language.
• Highly self-motivated and self-directed.
• Proven analytical and problem-solving abilities.
• Experience working in a team-oriented, collaborative environment.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripheral

Responsibilities:

What You'll Do:
- Troubleshoot requests escalated by level one support technicians
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, mobile devices and related hardware and software in order to deliver required desktop service levels.
- Collaborate with the Infrastructure, Networking and other IT functions to troubleshoot network connectivity, infrastructure or windows administration issues.
- Perform operational tasks and investigation within a host of back end systems and business critical applications such as tanium, google administration portal, crowdstrike, beyond trust and zoom
- Responsible for all onboarding and offboarding, including creating~removing accounts in active directory and building all new hire workstations
- Accurately log incidents in our IT ticketing system following ITIL best practices of categorization, prioritization and escalation
- Maintain an accurate inventory of all IT related equipment
- Document known issues to be added to our knowledge base
- If necessary, liaise with third-party vendors to resolve complex issues for example Dell warranty requests.
- Work with the SecOps team to identify and remediate threats to the desktop environment using crowdstrike security platform(i.e. virus, spyware, malware, etc.).

Jobcode: Reference SBJ-gp0y69-18-191-211-66-42 in your application.