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Date Added: Wed 09/06/2021

IT Support Specialist IV

Burbank, CA, US
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Job Type: Permanent, FullTime

Job Description
Job Title: IT Support Specialist IV

Location: 820 S. Flower Street,Burbank, CA 91502


Contract-hire after 90 days,


The Desktop Support Analyst provides priority response and resolution for all reported technology issues.


Rapid response and ownership of issues and requests reported by customers in person, and via telephone, email or support ticket
Document and report on all work performed on behalf of customers
Acquire, stage, and deploy computers, printers, software, and peripherals
Maintain accurate inventory and support records
Work with service providers to expedite and resolve issues impacting productivity
Produce verbal and written status reports with emphasis on high-profile issues
Adhere to company and business unit policies and standards
Establish and maintain relationships with service providers, manufacturers, resellers and contractors
Exercise discretion as appropriate
Proactively monitor, assess and address support requirements
Create system and support documentation as required

Well-developed sense of urgency
Enthusiasm, resilience, and a positive attitude
Maintain a professional appearance
Enjoy working on a team and comfortable sharing responsibilities
Superior customer service and people skills
Must be an exceptional communicator
Field experience supporting a variety of technologies and services (see below)
Advanced technical abilities including solid troubleshooting skills applicable to Windows, Apple, and virtual operating systems
Strong networking knowledge with an emphasis on TCP/IP protocol, Microsoft Exchange, and Active Directory
Work and complete projects with minimal supervision
Attention to detail
Ability to juggle time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure
Business Casual Dress
Reliable transportation
Lift, carry and transport computer equipment
LIST OF TECHNOLOGIES (Inclusive of, but not limited to)

Windows 7, Windows 8, Mac OS, Linux or UNIX experience NOT required but would be a PLUS, iOS, Blackberry, Android, Active Directory, Cisco VOIP, JAMF Casper, Video Conferencing, remote connectivity (i.e. LogMeIn or Bomgar), Citrix, virtualization (i.e. vmWare or Parallels), VPN connectivity, TCP/IP networking, wireless and mobile networking, Mobile Device Management (i.e. MobileIron), Microsoft Office Suite, Microsoft Exchange (on-prem and Office 365 cloud), A/V equipment, Helpdesk ticketing systems (i.e. ServiceNow), hard drive encryption products (i.e. Apple Filevault, PGP, Credant), enterprise backup products (i.e. Connected Backup), SAP, SCCM, Microsoft deployment tools, network printing, consumer/home/soho network equipment (i.e. routers, switches, wireless access points, powerline ethernet adapters, etc.)

Check emails and voicemails for any overnight escalations
Check team member out of office status for proper coverage in all areas
Check ticket queue for assigned zones
Any open tickets that have been not assigned
Check aging tickets for status
Check pending tickets to see if intervention or additional resource is needed
Reassign or escalate any tickets as needed
Check and handle Disney compliance and access issues
Compliance course status
Check and handle Atos compliance and administrative tasks
Profile compliance
Mandatory classes
Performance reviews
Check for any upcoming changes and announcements
Check and prepare for any upcoming meetings

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