Support Analyst

The role

The Support Analyst will provide technical support for on-site AV systems and end users. This role involves resolving issues through remote technologies, telephone, and in-person assistance.

What you will do

• Provide support for on-site AV systems including Zoom Rooms, screenings, and general conference room setup
• Field incoming help requests from end users via telephone and e-mail
• Support users with technical issues primarily over the phone using remote support technologies
• Dispatch team members for on-site assistance when problems cannot be resolved remotely
• Document end user identification information and the nature of the problem
• Record, track, and document the help desk request problem-solving process
• Test fixes to ensure the problem has been resolved
• Perform post-resolution follow-ups to help requests

Required qualifications

• 2+ years of IT experience
• Must be knowledgeable, inquisitive, assertive and energetic
• Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions
• Must be organized, dependable and detail-oriented
• Must be able to meet deadlines and SLAs in a fast-paced, agile environment
• Must have excellent verbal and written communication skills
• Familiarity with working from a ticketing system as part of a larger team
• Understanding of how to deliver quality service while adhering to service level agreements (SLAs)
• Strong knowledge of delivering support in a Microsoft environment including Windows 11, MacOS, and Microsoft Office 365
• Proven troubleshooting methodology
• Basic working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box and video conferencing (Teams & Zoom)
• Basic understanding of networking principles (IP addressing, subnets, routing, switching)

Nice to have

• preferably in a technical field
• industry certifications a plus

Benefits

• Work at a leading global entertainment company
• Access to tools, leadership, and resources
• Inclusive and diverse company culture
• Competitive programs to support your well-being
• Experience working in a collaborative environment with room to grow

About the company

UTA is a premier global talent agency built for the future of media and entertainment. The agency represents artists, creatives, and brands across film, television, music, comedy, creators, sports, brands, news, publishing, speakers, and theater.