Technical Support Specialist

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.