IT Help Desk Support

Primary Function

This position is responsible for providing first-line support to the news bureau user base for hardware, software, desktop, enterprise, and broadcast applications.

Duties & Responsibilities

• Respond and record incident and request calls, emails, or ESS for technical assistance from end-user and provide the required first level of support and assist in 2nd level of technical support remotely for end-users as needed.
• Escalate unresolved cases to relevant onsite support team. Keep track of tickets in Jira and service now and other ticketing systems.
• Diagnose and troubleshoot incidents on computer hardware/software, network, and communication devices over phone, or via email and try to resolve it.
• Record and provide an accurate inventory list of all IT hardware & software assets and update records.
• Liaise shift duties with other IT Service Desk staff and arrange handing over for coming shift(s).
• Set up, configure, and maintain users’ and functional accounts, distribution groups, managing access control and deal with password issues.
• Provide training to end user on using the system, hardware, software, and applications installed.
• Provide review to ensure that all incident tickets, regardless of assignment, are closed.
• Escalate issues appropriately using hierarchical and functional escalation guidelines and addressing and highlighting Service Desk challenges to superiors.
• Participate in software and hardware inspection and provide technical recommendations after evaluation.
• Diagnose and Troubleshoot Tier1 IT/BIT applications issues.
• Troubleshooting other printers, network issues and install windows updates on Laptop Pc’s and desktops.
• Create and deploy PC/laptops images and take backups as needed.
• Replace the laptop screens and keyboard as needed.
• Keep track of the inventory and spares in the storage room. Help move spares to the storage room.
• Document the new SOP’s related to new workflows for the application needed as per the service desk.
• Research new technologies and solutions that can be applied at the Network to improve the level of service delivery and remote technical support.
• Prepare general reports relevant to the job and submit it to superiors.
• Assisting in writing technical guides and manuals.
• Perform other duties relevant to the job as requested by superiors
  
  
  

Skills & Qualifications

• Excellent technical knowledge of end-user hardware, software, telephony, connectivity, and large printer fleet environments.
• Excellent technical knowledge of PC internal components.
• Working technical knowledge of current protocols, opera􀀘ng systems and standards.
• Tier 1 support of Broadcast applications such as Avid iNews, VizRt, ScheduAll, Adobe Final cut Pro preferred.
• Excellent awareness and hands-on experience with IT Service Management Systems.
• Working knowledge of Information Security Concepts.
• Able to provide technical support to end user remotely and quickly
• Able to work under pressure
• Able to troubleshoot all Hardware related issues, including Desktop, Notebook, Printers, scanners, and OfficeNetwork Essentials.
• Able to troubleshoot all Software related issues, including Windows OS problems, Accounting Problems and Applications.
• Able to work independently and to derive know how for technical problems
  
  
  

Education & Experience

• Bachelors in IT, Computer Science, or related field
• ITIL Foundation, Comptia+ A+
• 3+ years of experience in IT / Technology domain, preferably in Broadcast industry
• 4+ years of progressively expert role in IT support services, software and troubleshoot or related end-user fields
  
  
  

To Apply

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Diversity Inclusion & Customer Service Statement

TeamPeople, a division of System One, is an organization dedicated to providing superior customer service. Outstanding customer service encompasses everything from performing the technical, creative and operational aspects of our jobs to the best of our ability, to going the extra mile to assist our customers and colleagues in any way. TeamPeople not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

We respect, value and celebrate the unique attributes, characteristics and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to collectively and more effectively address the issues that face our customers. It is our aim, therefore, that our partners, strategies and investments reflect these core values. TeamPeople is dedicated to providing superior customer service and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.