Job responsibilities
* resolving helpdesk issues and providing it maintenance/support for a studio.
* maintain a close relationship with studio/regional operations director and managing directors group.
* show initiative and ability to work well independently and with others.
* exhibit strong organization, attention to detail, and time management skills.
* able to pivot and have a “hands-on” working style.
* provide technical support and troubleshoot assistance to clients via phone, email, chat, or in person.
* diagnose and resolve hardware, software, and network-related issues in a timely and efficient manner.
* receive, prioritize, and manage service requests from internal clients.
* communicate with clients in a professional and friendly manner, actively listening to their concerns and providing clear and concise instructions and guidance.
* escalate complex or critical incidents to appropriate technical teams and follow up to ensure prompt resolution. Communicate incident updates to clients and provide status reports as needed.
* contribute to the knowledge base and share best practices to enhance overall efficiency.
* assist in managing it assets including hardware and software inventory, license tracking, and equipment deployment. Coordinate with procurement and vendors for timely replacements and repairs.
* conduct training sessions and provide orientation as needed.
* stay updated on emerging technologies and trends to recommend innovative solutions.
* report to the it services manager and/or director of it services.
high-level summary of critical, baseline technical skills and certifications
* analytical skills
* excellent verbal and non-verbal communication skills
* experience communicating with large and small groups
* training and new employee orientation
software
* basic proficiency in using and administering:
* mac osx systems
* microsoft teams
* pc and laptop hardware
* ticketing systems
licensure/certifications/education
* an associate or bachelor’s degree in computer technology or related field or equivalent experience is preferred.
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