Position: SUPPORT ANALYST
Job Description: Dept - MIT. GRADE - 19. Position responsible for providing technical support, maintenance, and troubleshooting of production information systems, applications and hardware. Respond to phone and radio calls. Replace or repair faulty PC hardware and peripherals. Deploy hardware and software solutions as assigned. Answer IT related phone and radio calls, document system/application problems and provide resolution, with some supervision. Answer and resolve problem calls using an Automatic Call Distribution System. Identify problems, accurately document using helpdesk ticketing system, and ensure appropriate action is taken.
Job Responsibilities: Resolve calls utilizing available tools, procedures, personal expertise, abstract knowledge, theory application, and problem solving skills. Monitor call queue and manage call length times according to priority, call volume, wait times, and service level. Resolve or participate in the resolution of users' routine problems, including analysis, diagnosis, problem resolution and testing, typically on standard problems. Communicate critical information pertaining to system outages, problems, and escalations. Identify recurring issues and complete special projects with some supervision. Identify and research trends and make suggestions for resolution. Install software patches, updates and drivers to resolve routine problems. Deploy hardware and software systems as assigned. Maintain corporate and newsroom systems, including tape backups, server maintenance, remote access, and scoring domain accounts using Active Directory. Monitor and troubleshoot systems, including diagnosing and resolving both hardware and software issues related to PC's, blades, printers, modems, wiring, and networking. Interact with hardware and software vendors to obtain technical specifications and to resolve problems. Conduct internet research on hardware, software and system problems. Provide technical support (phone and desk side), maintenance, and troubleshooting for production and corporate information systems, applications and hardware. Supports studio and remote events (networked and non-networked), requiring setup and takedown of equipment and systems, and ensuring proper configuration and connectivity in support of production users. Maintain technical documentation. Follow inventory controls to ensure up-to-date asset database. Accountable for high levels of personal productivity on assigned tasks and projects. Travel may be required.
Required Qualifications: Associate or Technical degree, or 1-2 years of applicable industry experience. Experience answering helpdesk calls and using a ticketing system. Demonstrated ability to perform industry standard troubleshooting and analysis of PC hardware, operating systems (Windows 2000 and XP), and office automation software. Intermediate knowledge of network printing and ability to leverage utilities used in troubleshooting. Intermediate knowledge of Windows Operating System related tasks using administrative consoles. Basic networking fundamentals and knowledge of protocols such as TCP/IP and associated troubleshooting tools. Intermediate knowledge of Windows PC software applications including Microsoft Office suite. Basic knowledge of the business requirements for ESPN personal computing users. Basic knowledge of currently available external technologies and solutions to apply to users' problems.
Desired Qualifications: Four-year degree in Business, Computer Science, or related field. Two plus years experience in a technical support environment. Microsoft Certified Professional (MCP). Understanding of network communications and associated hardware (routers, switches, hubs). Experience with ENPS.