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Technology Support Analyst, SCPR #245-19

Company: American Public Media
Location: Pasadena
Posted on: June 10, 2019

Job Description:

Position Summary: As a Technology Support Analyst for Southern California Public Radio, you will work as part of a dynamic IT team supporting projects and daily operations for the staff of 89.3 KPCC, Southern California's largest NPR-affiliate, and the recently re-launched While troubleshooting and resolving computer software and hardware issues you'll be focused on developing warm relationships and delivering outstanding service. You'll be part of an agile and highly collaborative team of technicians, administrators and engineers in Pasadena while also working within the larger APMG IT department. A skilled technician with an appetite to learn will find an abundance of opportunity to learn and develop new skills while maintaining good work/life balance. Are you the droid we've been looking for? Application deadline: This position will remain open until it is filled. A cover letter along with a resume are required for your application to be reviewed. Position Responsibility: * Troubleshoot, isolate issues, and implement solutions to technology-related issues in a timely and professional way. * Communicate both in-person and remotely via phone or e-mail, with oral and written communications skills that are clear and succinct with a warm customer focus. * Educate employees one-on-one and in groups on varying technical topics. * Document all incidents, requests, questions and feedback via the corporate service management ticketing tool. * Provide primary level support for changes in Cisco phone and voicemail system. * Escalate incidents, requests and questions to Systems Administrator and other members of the IT and/or Technology teams for the most effective and efficient response to customers. * Assist in the evaluation, repair, inventory, installation, and disposal of computing hardware and software. * Gain feedback from users about their computing experience. * Manage internal and user-facing projects and assignments through their entire life cycle. * Provide overnight and weekend on-call technical support via rotation. * Other duties as assigned. Required Education and Experience: * Bachelor's degree in computer engineering, computer science, MIS or equivalent experience. * 3 to 5 years of hands-on IT experience, including: * At least 3 years of experience with local and remote desktop, laptop and printer support in a service desk and desk side support environment. * Experience supporting Windows server, and Active Directory environments. * Experience with TCP/IP networks, routers, and switches. Required Skills, Knowledge and Abilities: * Strong knowledge and experience with Windows 10 Professional and better, Windows Server 2012 and better, Office 2016/365, and macOS 10. * Solid understanding and experience with PC and Macintosh hardware, software and peripherals. * Strong knowledge of TCP/IP, DHCP and DNS for troubleshooting purposes. * Experience with Active Directory, group policy, SCCM. * Experience with installing, configuring, and troubleshooting Xerox Multi-Functional Devices or other similar MFD's. * Ability to troubleshoot local and remote network access and VPN connectivity from the client side. * Strong problem-solving skills; the ability to research problems independently using multiple resources and develop practical solutions. * Interpersonal skills; active listening, ability to convey ideas, facts, and technical information, accurately, thoroughly in a manner easily understood by non-technical people. Patience to repeatedly instruct people on the steps to take to solve computer problems. * Ability to be fully productive while working independently and with minimal supervision. * Excellent and efficient multitasking ability on multiple time-sensitive projects at any given time. * Excellent planning and organizational skills. * Open to learning and applying new technologies and skills to further develop while advancing the needs of the organization. * Good written communication skills for everyday business communication and documentation. * Ability to handle a changing flow of issues and information and exercise patience and professionalism during stressful situations. * Must have a strong customer satisfaction / service focus. Preferred Skills and Experience: * Radio, content production, broadcast environment and/or IP-based audio experience. * Experience with Microsoft Office 365 * Familiar with OSX Server and Open Directory * CCNA, CompTIA A+ / Network, MCSE, Apple Certified or similar certifications. * ITIL Practices For Service Management certification 2011 Reporting To This Position: None. Physical Demands and Working Conditions: * Must be able to perform the essential duties of the position with or without reasonable accommodation. * Some travel to remote bureaus will be required. * Must be able to be on call 24/7/365 and work non-scheduled hours, with 24-hour transportation. * Physical Demands: * Required to move about in an office environment and sit for extended periods of time. * Required to move about in the community. * Reach with hands and arms. * Required to work outdoors at times. * Frequent use of hands for data entry/keystrokes and simple grasping. * Required to lift up to 50 pounds. * Working Conditions: * Moderate noise level. * Occasional exposure to prevalent weather conditions. Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. We are committed to hiring a breadth of diverse professionals and encourage members of diverse groups to apply.SDL2017

Keywords: American Public Media, Pasadena , Technology Support Analyst, SCPR #245-19, Professions , Pasadena, California

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