Onsite Support Analyst I
Job Summary
Job Description
The Onsite Support Analyst I provides onsite and remote technical support for hardware and software at Studio sites and remotely. Responsibilities include troubleshooting escalated issues, working with internal/external resources, coordinating vendors, handling tickets from the Service Desk, ordering equipment, and directly assisting personnel. This role requires excellent customer service skills and expertise in Macintosh (OSX) and Windows PC hardware/software, including troubleshooting, software installation, and security. Experience with Office 365, VoIP, TCP/IP, DHCP, and enterprise support tools is essential. The Analyst will also support end-user mobile devices and voice technologies.
Must have:
- Expert in Mac OSX and Windows OS
- Troubleshooting hardware/software issues
- Office 365 and other Microsoft products
- Excellent customer service skills
- Experience with enterprise support tools
Good to have:
- Post-production environment experience
- Understanding of LAN/WAN systems
Perks:
- Comprehensive health, retirement, and insurance benefits (full-time)
- Retirement and select insurance benefits (part-time)
7 skills required
Job Details
Business Unit: Company 3
Position: Onsite Support Analyst I
Location: New York, NY (Onsite)
*Pay Range: $29.00 - $30.00 USD hourly
POSITION SUMMARY:
The Analyst I, Onsite Support for Corporate IT is responsible to provide onsite and remote support for all technical hardware and software related to Corporate IT. The Analyst will support users with their computer and other technical equipment and software at Studio sites as well as remote users throughout the Company.
MAIN DUTIES:
The Analyst I, Service Desk is responsible for providing end user support for all applications software, network infrastructure and computing devices and peripherals. They will troubleshoot issues that have been escalated from support staff. This includes working with internal and external resources, coordination of vendors and suppliers. They will also be responsible for the following:
WHAT YOU BRING:
The ideal candidate will have excellent customer service skills to be able to directly clients and executives in their technical questions and/or issues. They will bring a technical skill set to be able to identify or troubleshoot issues encounter by users that need attention from other technical teams and/or resources. They must have a background in a desktop support related field, previous experience in a post-production environment is preferred. Desired skills include:
ABOUT THE COMPANY:
Company 3, including its various business units and family of brands, provides a full range of Creative Services for content creators, including conceptual design, pre-vis, look development, ideation and rapid prototyping, 3D animation/CGI, motion graphics/designers, matte painting, compositing, dailies and production services, color grading, post-production finishing, marketing/trailers, live-action production, experiences, and more.
Diversity and Inclusion at Company 3:
Creativity has diversity at its core. We celebrate the value of each unique experience by being dedicated to fostering the most diverse, equitable, and inclusive culture where every employee feels empowered and safe to show up to work as their full self.
It is our policy to provide equal employment opportunities to all applicants and employees. Please inform the Company's HR representative if you need assistance completing any forms or otherwise need any accommodation or support in order to participate in the application process.
*The listed pay range represents the lowest to highest range that we in good faith believe we would pay for this role at the time of this posting. This range may be modified in the future. An employee’s pay position within the range may be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, local currency exchange rates, performance, shift, travel requirements, sales or revenue-based metrics, applicable law, and business or organizational needs.
The benefits for eligible part-time employees working 25 or more hours per week and full-time employees in the US include a comprehensive package of health, retirement, and insurance benefits and paid time off. The benefits for eligible project hires and part-time employees working less than 25 hours per week in the US include retirement, select insurance benefits, and where required by law, health benefits. For roles filled in Canada and other territories, local benefits plan offerings as adopted and amended from time to time will apply.
The above compensation and benefits information is provided in accordance with various state, provincial, and local pay transparency laws.
This position is for an existing vacancy. Both external and internal candidates can apply for this role through the Company’s Career Page. The Company generally only contacts those individuals who have submitted an application which it wishes to interview. The application window for this position is expected to close by May 19, 2025.
Position: Onsite Support Analyst I
Location: New York, NY (Onsite)
*Pay Range: $29.00 - $30.00 USD hourly
POSITION SUMMARY:
The Analyst I, Onsite Support for Corporate IT is responsible to provide onsite and remote support for all technical hardware and software related to Corporate IT. The Analyst will support users with their computer and other technical equipment and software at Studio sites as well as remote users throughout the Company.
MAIN DUTIES:
The Analyst I, Service Desk is responsible for providing end user support for all applications software, network infrastructure and computing devices and peripherals. They will troubleshoot issues that have been escalated from support staff. This includes working with internal and external resources, coordination of vendors and suppliers. They will also be responsible for the following:
- Work on tickets assigned by Service Desk as well as directly requested assistance from personnel onsite or remote users via digital contact.
- Ordering pre-approved equipment and coordinating with vendors and suppliers.
WHAT YOU BRING:
The ideal candidate will have excellent customer service skills to be able to directly clients and executives in their technical questions and/or issues. They will bring a technical skill set to be able to identify or troubleshoot issues encounter by users that need attention from other technical teams and/or resources. They must have a background in a desktop support related field, previous experience in a post-production environment is preferred. Desired skills include:
- Expert skill set with Macintosh hardware and OSX software. Including OSX from Snow Leopard to current OSX. Experience with Macintosh troubleshooting including built-in utilities, software installation, security software and user access settings.
- Expert skill set with Windows PC hardware and Windows OS, emphasizing Windows10. Experienced in troubleshooting enterprise class windows PC desktop and laptop computers. Skill set to include understanding of hardware upgrades/replacements. Experienced in installation of software and troubleshooting Windows OS.
- Experience working with Office 365 for PC and Office 365 for MAC and other Microsoft products.
- Understanding of enterprise supported technologies including but not limited to VoIP, TCP/IP, DHCP, Office 365, AD.
- Understanding of Enterprise supported tool kits, including Imaging software, Security End-point software, Asset Management software.
- Understanding and ability to support end-user mobile devices for activations, active sync configuration, general usability support.
- Understanding of supporting user level issues with voice technologies including Cisco VOIP and Voicemail.
- Knowledge of LAN and WAN systems and topology.
- Ability to interact with internal and external customers, as well as vendors to resolve issues.
- Excellent verbal and written communication skills.
ABOUT THE COMPANY:
Company 3, including its various business units and family of brands, provides a full range of Creative Services for content creators, including conceptual design, pre-vis, look development, ideation and rapid prototyping, 3D animation/CGI, motion graphics/designers, matte painting, compositing, dailies and production services, color grading, post-production finishing, marketing/trailers, live-action production, experiences, and more.
Diversity and Inclusion at Company 3:
Creativity has diversity at its core. We celebrate the value of each unique experience by being dedicated to fostering the most diverse, equitable, and inclusive culture where every employee feels empowered and safe to show up to work as their full self.
It is our policy to provide equal employment opportunities to all applicants and employees. Please inform the Company's HR representative if you need assistance completing any forms or otherwise need any accommodation or support in order to participate in the application process.
*The listed pay range represents the lowest to highest range that we in good faith believe we would pay for this role at the time of this posting. This range may be modified in the future. An employee’s pay position within the range may be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, local currency exchange rates, performance, shift, travel requirements, sales or revenue-based metrics, applicable law, and business or organizational needs.
The benefits for eligible part-time employees working 25 or more hours per week and full-time employees in the US include a comprehensive package of health, retirement, and insurance benefits and paid time off. The benefits for eligible project hires and part-time employees working less than 25 hours per week in the US include retirement, select insurance benefits, and where required by law, health benefits. For roles filled in Canada and other territories, local benefits plan offerings as adopted and amended from time to time will apply.
The above compensation and benefits information is provided in accordance with various state, provincial, and local pay transparency laws.
This position is for an existing vacancy. Both external and internal candidates can apply for this role through the Company’s Career Page. The Company generally only contacts those individuals who have submitted an application which it wishes to interview. The application window for this position is expected to close by May 19, 2025.
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About The Company
Company 3 is a comprehensive postproduction facility for features, episodic, commercials, and music videos. Known for its creative color artistry, pioneering technology, and global reach, Company 3 is trusted to deliver a quality product every time. It is home to one of the largest and most talented pools of colorists and visual effects artists working in post-production today with a client list that includes many of the most respected and talented film and entertainment professionals in the industry.
Company 3 offers solutions-based services ranging from color correction, Digital Intermediate (DI), and file-based workflows to visual effects and online services. Through its virtual outposts, Company 3 Colorists are available to clients around the world.
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