Desktop Support Analyst

Job Description

Job Description

The role of the Desktop Support Analyst is to provide onsite 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 and e-mail. 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%), Smartphones, iPads and iPhones support
• Work with Service-Now ticketing system and troubleshoot hardware
• Manage the Service-Now ticket queue and route tickets accordingly
• 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 access problems including performing password administration
• Desktop support hours are 8:00am to 5:00pm 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
• 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 (Service-Now)
• Familiarity with Microsoft 365 & Adobe suite of products
• ITIL v3 certification

Interpersonal Skills

• Attention to detail
• Good problem solving, diagnosis and troubleshooting skills
• 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

*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 [email protected].