Help Desk Support Specialist - Post Production

This is a Full Time Job

BASIC FUNCTION

Under the direction of the Director of Technology Operations this position is accountable for support, maintenance and system administration of various post-production systems and related hardware. The position is the primary point of contact for all MAC and post-production help desk calls from end-users in all locations including our international offices providing problem identification, solutions, documentation and resolution to routine and non-routine technical issues. Assisting other members in the team as necessary with cross over to PC support and other tasks as directed.


PRIMARY RESPONSIBILITIES

1. Assure compliance with IT policies and procedures when meeting the obligations of assigned priorities. Enforce company policies as related to all functions of IT department, including enforcement of federal software copyrights. Assure proper installation, documentation and registration of hardware and software with respective manufacturers and publishers including inventory and license compliance.

2. Design, research, recommend and implement solutions. Act as liaison to outside contractors and developers.

4. Provide technical support and system support to all related post-production equipment and applications. i.e. Final Cut Pro, Aspera, Anystream, Telestream, Pro Tools, Adobe Photoshop, Sapphire plugins, MS Office product support. OS imaging/rebuild. Hardware/peripherals install. i.e. Graphics cards, AJA Cards etc.

5. Provide high level of service to all end-users with total ownership and follow-ups.

6. Understand the various business applications the department supports to be able to support and coordinate the right technical resource to address pending issue effectively and efficiently.

7. Respond to afterhours support calls and the ability to work overtime.

8. Occasional offsite support and other duties as directed by management.




SUPERVISORY RESPONSIBILITIES None


PERSON SPECIFICATIONS

A minimum of two year experience in a post-production/content creation or related environment. A four year college degree preferred. Apple certifications preferred. Have strong technical knowledge of current Apple OSX operating system, Apple Final Cut Pro, Adobe creative suites. Knowledge of common office application programs such as the latest Microsoft Office products including Outlook. Good understanding of IP networking, storage technologies, post-production workflows and media transcoding. Experience with supporting PC’s and related applications are a strong plus.

Must have strong written and oral communications skills. Must have exceptional customer service skills, a positive attitude, and a good sense of process. Ability and flexibility to multi-task, prioritize, and organize multiple projects/tasks concurrently while meeting required service level. An assertive, resourceful self-starter who can understand and express appropriate levels of urgency. Be able to work in a team and in a high paced environment to solve customer problems using proper customer service and proper technical problem solving skills. Be able to lift up to 50lbs and reliable transportation.