Overview
The desktop support technician's role is to provide 2 nd level support to all company users across all sites as well as to provide operational support to Audacy's business applications and back end systems. This role will be responsible for the support and maintenance of computer systems, desktops, laptops, mobile devices and peripherals within the organization so that end users can accomplish business tasks. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and software to ensure optimal performance. The desktop support technician will troubleshoot problem areas (in person, by telephone or via email) in a timely and accurate fashion, and provide end user assistance where required while following all guidelines and expectations set by the IT Support Manager. The desktop support technician is also responsible for receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.
Audacy offers full time employees with a comprehensive benefits package to include: health care coordinator, medical, dental, vision, telemedicine, flexible spending accounts, health savings account, disability, life insurance, critical illness, hospital indemnity, accident insurance, paid time off (sick, vacation, personal, parental, volunteer), 401(k) retirement plan, discounted employee stock purchase, student loan payment assistance program, legal assistance, life assistance program, identity theft protection, discounted home and auto insurance, and pet insurance.
Responsibilities
What You'll Do:
Troubleshoot requests escalated by level one support technicians
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, mobile devices and related hardware and software in order to deliver required desktop service levels.
Collaborate with the Infrastructure, Networking and other IT functions to troubleshoot network connectivity, infrastructure or windows administration issues.
Perform operational tasks and investigation within a host of back end systems and business critical applications such as tanium, google administration portal, crowdstrike, beyond trust and zoom
Responsible for all onboarding and offboarding, including creating\removing accounts in active directory and building all new hire workstations
Accurately log incidents in our IT ticketing system following ITIL best practices of categorization, prioritization and escalation
Maintain an accurate inventory of all IT related equipment
Document known issues to be added to our knowledge base
If necessary, liaise with third-party vendors to resolve complex issues for example Dell warranty requests.
Work with the SecOps team to identify and remediate threats to the desktop environment using crowdstrike security platform(i.e. virus, spyware, malware, etc.).
Qualifications
More About You:
Required:
Advanced knowledge and experience with Microsoft Windows OS, Microsoft Office applications, Google workplace, Google productivity suite, iOS, Android, MFA, AD, Zoom, Slack
MAC OS experience is a plus
Experience in working in an ITIL structured environment and understanding of general ITIL best practices
Solid understanding of Wired and Wireless Networking concepts, general troubleshooting steps, and network tools (Ping, Traceroute, etc.)
Strong customer service orientation
Strong interpersonal, written, and oral communication skills.
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
Preferred:
College diploma or university degree in the field of computer science or related fields or equivalent knowledge and/or 4 - 6 years' work experience.
Ability to present ideas in a user-friendly language.
Highly self-motivated and self-directed.
Proven analytical and problem-solving abilities.
Experience working in a team-oriented, collaborative environment.
Lifting and transporting of heavy to moderately heavy objects, such as computers and peripheral
Vaccination Requirements
To help promote and ensure the safety of all of our employees and the communities we serve, we require all incoming employees to be fully vaccinated against the coronavirus. If hired, you will be required to provide proof of vaccination, which will be kept confidential. If you are not vaccinated, or partially vaccinated currently, but willing to become fully vaccinated, we invite you to still apply.
Audacy is committed to providing a safe and inclusive work environment for all and we recognize that some individuals may have a sincerely held religious belief as it pertains to the practice of immunization or a medical disability which may prevent them from becoming vaccinated. Individuals who cannot be fully vaccinated due to a sincere religious belief or medical disability may request an accommodation. We request that you refrain from discussing religious beliefs or medical conditions during the interview process. If you believe you need an accommodation, you will have an opportunity to submit your request during the interview process. All requests for accommodation will remain confidential and reviewed by selected individuals within the HR department. We cannot guarantee that all requests for accommodation will be granted. Please refer to our EEO policy and statement below.
About Us
Audacy, Inc. (NYSE: AUD) is a scaled, multi-platform audio content and entertainment company with the country's best radio broadcasting group, a leader in virtually every segment of audio, and America's #1 creator of original, premium audio. Audacy engages over 170 million consumers each month, bringing people together around the news, sports, podcasts and music that matter to them. Learn more at www.audacyinc.com , Facebook (Audacy Corp) and Twitter (@AudacyCorp).
EEO
Audacy is an Equal Opportunity and Affirmative Action Employer. Audacy affords equal employment opportunity to qualified individuals regardless of their race, color, religion or religious creed, sex/ gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, ancestry, age (over 40), physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or other classification protected by applicable federal, state, or local law, and to comply with all applicable laws and regulations. Consistent with our commitment to equal employment opportunity, we provide reasonable accommodations to qualified individuals with disabilities who need assistance in applying electronically for a position with Audacy, unless doing so would impose an undue hardship. To request a reasonable accommodation for this purpose, please call 1-610-660-5614. Please note that this phone number is to be used solely to request an accommodation with respect to the online application process. Calls for any other reason will not be returned. Reasonable accommodation requests are considered on a case-by-case basis.
Job Locations USA-PA-Philadelphia
ID 2022-4206
Category Information Technology
Type Regular
