Job Description
Summary of Position
The Client Services Support Analyst role involves providing IT support for in-person and remote end users, across multiple locations, on a day-to-day basis. Support will involve diagnosing hardware and software trouble across Windows and Mac environments, supporting Microsoft Office Products including Office and Teams, and providing support for Lionsgate approved business applications. The Client Services Support Analyst is responsible for providing hardware and software support for Windows and Mac desktops, laptops, peripherals, and mobile devices on the IOS/Android platform.
Responsibilities
• Provide hardware and software support to Lionsgate users across multiple offices including but not limited to: Windows and Mac hardware; operating systems; networking; printing; video conference hardware and software; desk phones; Microsoft and Adobe software; and mobile devices.
• Provide telephone, email and hands-on support coverage including support ticketing and routing escalations.
• Support ongoing activities including problem investigation, resolution, and follow-up while maintaining company standards and adhering to IT Security protocols.
• Install and configure desktop computer system hardware and software including operating system and Lionsgate business applications.
• Provide technical support during conference meetings, live events and other entertainment activities.
• Install and configure printers and various network connected equipment.
• Remediate any threats to the desktop environment (i.e. virus, spyware, malware, etc.).
• Maintain our asset records, knowledge base, and software licenses.
• Participate in rollouts of new software/hardware to ensure consistency in technical standards.
• This role is expected to be available for on-call duty according to a pre-defined schedule. This may include evenings, weekends, and holidays on a rotational basis.
Qualifications and Skills
• Minimum 3 years of experience in a computer support environment.
• Working knowledge of Cisco/Crestron conference room equipment for Microsoft Teams and Zoom.
• Strong working knowledge of Windows 10/11 and Mac OS
• Basic understanding of Wired and Wireless Networking concepts, general troubleshooting steps (TCP/IP, LAN, WAN, Firewalls).
• Knowledge and familiarity with MS Active Directory, JAMF, and Okta Environment including ability to manage AD objects (Users and Computers) – i.e. reset user passwords, add/remove workstation, and modify AD groups).
• Strong support in Microsoft Office products (Teams, Word, Excel, PowerPoint, etc.)
• Strong support and understanding of Outlook/Exchange mail client.
• Experience with desktop remote control software.
• Familiar with processing service tickets Helpdesk ticketing system (like ServiceNow)
• Strong analytical and problem-solving skills.
• Ability to work with internal customers and co-workers in a friendly and organized manner.
• Work well autonomously and in a team environment.
• Excellent communication skills, both written and verbal.
Compensation
$67,500 - $72,500
EEO Statement
Nearest Major Market: Los Angeles
Jobcode: Reference SBJ-rnoxbm-18-97-9-173-42 in your application.