Desktop Support Analyst
The role of the Desktop Support Analyst is to provide onsite IT support services to both local and offsite customers with technical problems and requests including connectivity, access, computer hardware, operating system, and software application functions. Responsible for fielding, diagnosing, and troubleshooting customer requests and issues via the phone, e-mail and in person. Must have strong communication and customer service skills to successfully work with a wide variety of customers to identify, troubleshoot, and resolve problems.
Primary Responsibilities
Description:
- Provide Mac (10%), Windows (90%), IOS and Android Smartphones, iPads and iPhones support
- Work with Service-Now ticketing system and troubleshoot hardware
- Directly resolve or appropriately escalate user reported problems/issues (email issues, application requests and perform break/fix or remote installations as needed.)
- Take control of customer’s systems remotely to analyze and correct issues
- Ensure prompt, satisfactory resolution of issues
- Identify problem trends and provide recommended solutions or escalate accordingly
- Assist remote users with any computer issues and access problems including performing troubleshooting efforts and network & VPN connectivity
- Desktop support hours are 8:00am to 5:30pm M-F. May be required to work a variety of shifts and holidays as scheduled. The work schedule may be subject to change as needed to support operations.
JOB QUALIFICATIONS:
Technical Skills
- Experience with Mac / Windows desktops, laptops, Smartphones, iPads, and iPhones support experience (minimal of 5 years of experience).
- Strong technical skills, ability to troubleshoot software, hardware, and network connectivity issues
- Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
- Experience working with ticketing systems (ServcieNow)
- Experience with Microsoft Office 365, and Abode suite of products
- ITIL v3 certification
- Ability to occasionally lift up to 30 lbs.
- General networking knowledge
- General audio/visual support knowledge (Zoom, Teams, projectors, AV connections)
Interpersonal Skills
- Attention to detail.
- Passion for Customer Support.
- Strong customer service skills including follow-up, verbal, and written communication
- Motivated team-oriented individual with a positive attitude
- Ability to communicate technical issues in non-technical terms
- Ability to prioritize and address multiple tasks in a dynamic work environment.
- Strong communication skills (email, phone and face-to-face).
- Ability to work cooperatively and effectively as part of interdisciplinary team and independently assume responsibility.
*Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.
*As part of our commitment to health and safety, all U.S. non-union and O.P.E.I.U. Local 174 applicants and employees must submit proof of vaccination against COVID-19 or request and obtain approval of a reasonable accommodation based on disability or a sincerely held religious belief, practice or observance. To request an accommodation for purposes of participating in the hiring process, you may contact us at SPE_Accommodation_Assistance@spe.sony.com.