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Desktop Systems Specialist I
ABOUT AVID
Avid makes technology and collaborative tools so creators can entertain, inform, educate, and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts. To learn how Avid powers greater creators or for more information, visit www.avid.com.
JOB SUMMARY
The Desktop Systems Specialist will act as the first point of contact for all Avid end user support requests. As a key member of the Avid Global Service Desk team the Desktop Systems Specialist role will support hardware, software, applications, and mobile devices for both Windows and Mac users. Activities include installing, diagnosing, repairing, maintaining, and upgrading all computer hardware, software, and peripheral equipment to ensure optimal workstation performance. This role will be expected to troubleshoot end user issues in person and remotely, in a timely and accurate fashion, while adhering to established SLAs and all documented protocols and standard operating procedures.
All candidates must possess and cultivate a focus on providing the Avid end users with a superior customer service experience, maintain a high level of service satisfaction among team members and end users, and resolve both hardware and software problems quickly and correctly with accurate and informative communication.
RESPONSIBILITIES AND DUTIES
- Provide friendly, customer-focused support centered on communication and follow through to confirmed resolution of all support requests.
- Identify, analyze and diagnose all support issues providing customers with an ETA for a resolution
- Monitor the Service Desk ticket queues to ensure all support requests are addressed in a timely fashion and are assigned to the proper IT team in accordance with Avid PTG’s designated service level agreements and knowledgebase instructions.
- Ensure that all support requests received via chat, walk up, telephone, and email are properly entered into Avid PTG’s ITSM tool in accordance with documented SLA/OLA policies.
- Oversee proper tracking of all hardware and software assets within asset management tools and in accordance with Avid PTG asset management best practices
- Ensure timely escalation of all unresolved support requests to tier 2 Service Desk technicians.
- Adhere to all troubleshooting guidelines and proper documentation of all troubleshooting steps must take place before escalation occurs.
- Take part in the creation, implementation, and maintenance of all Support Desk best practices, protocols, and knowledge base articles.
- Deliver, set up, and assist in the configuration of end-user computer hardware, software, and peripherals adhering to all configuration checklists to ensure all necessary steps are taken when configuring hardware and installing software.
QUALIFICATIONS & SKILLS
- Associates or bachelor’s degree completed or in process.
- Preference for certifications in A+, MCDST, MCSE.
- Experience with desktop/laptop running Windows 7, Windows 10, and OSX.
- Understanding of basic Network topology including basic connectivity troubleshooting
techniques.
- Understanding with ITSM ITIL based ticketing system.
- Computer imaging experience.
- Knowledge of common Microsoft Office 365 applications.
- Experienced documentation skills.
- Basic experience with Adobe applications
- Understanding of Active Directory
- Strong troubleshooting and problem-solving skills.
- Demonstrated strong customers service, interpersonal and communication (written and verbal) skills
- Effective time management with the ability to follow through and bring projects and tickets to a close accurately
- Ability to adapt in a change environment, where priorities and focus can change frequently
- Basic Active Directory Administration
If you are a flexible, open-minded, and dedicated individual, Avid offers interesting opportunities not only in an exciting and challenging industry, but also an enjoyable and open working atmosphere.
If you have the drive and commitment to work in the dynamic and demanding Avid environment, please submit your online application (including your resume with your possible start date and salary expectations).
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
