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Role Summary:
The Support Admin position is a foundational part of Global IT Support. This position handles Tier 1 and 2 support tasks as well as providing high quality customer service and technical support to all end users. This individual will collaborate widely with employees across all sites and studios globally. By partnering with end-users and technology groups, this role ensures all incidents and requests are handled, resolved, and reported back within the expected timeframes.This role is also responsible for end user support and maintaining local compute resources. If you’re a team player who is passionate about IT and providing excellent service, we want to talk to you!

Responsibilities:
• Frontline installation, maintenance, and troubleshooting of IT equipment deployed within the environment.
• Provide technical customer support and service, troubleshoot and diagnose hardware and software in a helpdesk type environment.
• Strong background in troubleshooting and problem solving concerning all aspects of technology provided by the IT department.
• Use of IT Service Management tools to track and record customer incidents and requests.
• Extensive background in customer service with a Customer First approach.
• Excellent written, digital, and oral communication skills.
• Ability to work on an tech forward customer support team assisting users both local and remote.
• Deployment and recovery of computer and peripheral equipment.
• Liaising with IT engineers to maximize system performance and reliability.
• Organizing and working with stakeholders to test, prepare, and maintain technology for shows, conventions, demos, and events.
• Balance the demands of daily / routine assignments with long-term projects.
• Create and document routine IT processes and procedures in accordance with our knowledge management process.
• Develop strong relationships with internal customers, teams, and VIPs.
• Perform other duties as assigned.

Qualifications:

Requirements (3-5 years):
• Experience with endpoint management tools, such as Intune.
• Understanding of best practices and administration of Identity Management Platforms. (Active Directory, Okta, etc)
• Experience administering Mac and Windows desktop environments including configuring, upgrading, troubleshooting, and resolving issues.
• Familiarity with mobile technologies including iOS and Android.
• Working experience with an IT ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation. (ServiceNow, Jira, Zendesk)
• Familiarity in using and supporting Source Control tools (Perforce and Git preferred) a bonus
• Hands-on experience with infrastructure technologies and appliances (Nutanix, VMware, Cisco Switches, Ansible, etc.) a bonus
• Understanding of protocols such as TCP, UDP, DNS, HTTP, SSH, LDAP
• Proficiency in multitasking, context switching, and managing priorities in a fast-paced setting.
• Experience dealing with incident troubleshooting and escalation procedures
• Working experience working with Anti-Virus, local firewalls, Direct Access/VPN, MFA, SSO, LAPS process/procedure.
• Familiar with Spyware/Malware Remediation and liaising with SoC/InfoSec resources.
• Exposure to cloud-based infrastructures and domain management (e.g. Amazon Web Services)

Nice To Have:
• Windows 10/11, Server 2008/2012/2016/2019 experience.
• Experience working across teams and business units in a matrixed organization.
• Familiarity with prioritization and project management skills (AGILE, SCRUM, Waterfall).

Education:

• Bachelor’s with relevance to IT, Computer Sciences, or relevant experience in these fields
• A+ Certification or equivalent (nice to have)
• Network+ Certification or equivalent (nice to have)