Full Time Job

Specialist, Vip Desktop Support

Sony Pictures

Culver City, CA 06-13-2022
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  • Paid
  • Full Time
  • Senior (5-10 years) Experience
Job Description
Specialist, VIP Desktop Support

The VIP Specialist in the Desktop & Executive Support (DES) group is a senior role and a core member of a team that supports SPE's Corporate senior executive customer base.

The VIP Specialist is responsible for collaborating with DES Team members to facilitate and demonstrate extensive technical knowledge within SPE and across all Sony lines of business. This position provides input on current and long term technology roadmap that will impact and/or benefit SPE Corporate Executive customers. In addition, this position works closely with the line of business, ensuring that their immediate technological needs are addressed in a timely manner. The VIP Specialist must have a comprehensive understanding and support in the advancement of technology implementations, core software standards, image conception, workstation management, and automated software distributions.

This position requires an emphasis on problem identification and resolution, technical solution development, project management as well as building and maintaining positive business relationships with the global IT Organizations, clients and vendors. Fulfillment of responsibilities must be performed with a minimum amount of supervision.

Core Responsibilities

1) 2nd/3rd Level/Executive Desktop Support
• Responsible for executive support, including the advanced technological/executive needs of corporate customers, both in the office and sometimes at home.
• This role will deliver extensive Apple Mac OSX support to corporate executives.
• Ability to resolve break-fix problems and to satisfy installation requests, simple or complex, in a wide range of dissimilar environments.
• Identify, resolve and escalate business issues as appropriate
• Provide after hours and on-call support
• Deliver executive support for special events

2) System Support & Design
• Analyze business and market needs in order to determine and implement immediate production solutions.
• Work with business and product leaders to understand business requirements and help them understand how technology tradeoffs influence strategy.
• Develop and maintain executive support documentation

3) Technological Design and Maintenance
• IT support role for all SPE corporate executives hardware and software implementation projects.
• Provide recommendations to DES management in developing on-going technical road map.
• Work in partnership with BRM, ADM and EIS departments developing and implementing new technologies that will enhance the SPE corporate executive customer's technical experience
• Educate and train DES support team in emerging technological releases.
• Perform new hardware and application evaluations, documentation, and implementations
• Participate in the establishment of support standards for client hardware, operating systems and applications

4) Provide oral and written status reports to IT management and customers
• Provide reports to management regarding technical challenges found within the environment and submit recommendations on possible solutions

• BA/BS or equivalent experience required
• ITIL working experience/certification.
• 7+ years' experience.
• Knowledge of:
• SPE global IT department structure, owners of particular services, enterprise platforms and infrastructure responsibilities
• Security standards and industry best practices for securing the SPE Apple Mac and Windows desktops
• Complex IT line of business needs and ability to provide immediate solutions
• Desktop management principles including patch management approach, Mac and/or PC imaging guidelines, image blueprint creation, user experience improvements, workstation auditing and license metering
• ITIL Incident and Change Management processes
• ServiceNow submission, editing and closure of Incidents, Requests, Changes and Problems
• Familiarity of standards and trends relative to the desktop/laptop/mobile device user experience

Skill In:
• Proficient with supporting the following operating systems Apple Mac OSX, Windows 10, iOS, and Android.
• Intune mobile device enrollment/unenrollment, and general support
• In depth knowledge of Jamf Pro.(Casper Suite), including packaging, deployment scripting, shell scripting, testing and 3rd level support.
• Advanced skill in the use of requisite software (MS Office 365, Final Cut Pro, Adobe products, etc.)
• Excellent communication skills – verbal, written, and presentation. Ability to understand and explain desktop support strategies and effectively correlate steps and processes to achieve expected results
• Excellent critical thinking and analytical problem solving skills – able to resolve problems, examine opportunities for process improvements and formulate an implementation approach. Solid understanding of the capabilities and limitations of technology, especially in their usage for supporting business processes

Ability To:
• Provide 2nd level support Apple Mac OSX, Windows 10, iOS, and Android support to executives located on the Culver City campus and home office visits
• In depth knowledge of Jamf Pro.(Casper Suite), including packaging, deployment scripting, shell scripting, testing and 3rd level support.
• Configure Windows 10, Mac, iOS, and Android devices
• Collaborate and communicate with team members, clients and other areas of IT
• Communicate complex information into user-friendly terms.
• Produce a quality of work that is consistently high
• Respond quickly to urgent issues related to executive support needs
• Schedule priorities to meet deadlines
• Conduct research into emerging technologies and trends, standards, and products as required
• Write reports that contain solid findings and recommendations

USA - Washington Blvd- CA48

Jobcode: Reference SBJ-gxqj3o-18-232-177-219-42 in your application.

Company Profile
Sony Pictures

Sony Pictures' global operations encompass motion picture production, acquisition and distribution; television production, acquisition and distribution; television networks; digital content creation and distribution; operation of studio facilities; and development of new entertainment products, services and technologies.