Support Analyst
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Key skills for this role
About the Role
THE·TEAM is hiring a Support Analyst to provide 1st and 2nd line technology support across hardware, software, and SaaS platforms. The role involves incident resolution, user onboarding, device management, and collaboration tool support in a fast-paced global environment.
Key Skills for This Role
Responsibilities
- Provide responsive 1st and 2nd line support for incidents and service requests across desktop, mobile, SaaS, and office technology environments
- Own initial triage, troubleshooting, and resolution of hardware, software, networking, and access related issues, escalating to Tier 3 or specialist teams where appropriate
- Deliver high quality support through multiple channels including walk up, desk side, remote, and event based support
- Log, categorize, and maintain accurate ticket updates, service notes, and resolution detail within FreshService
- Support user onboarding, offboarding, and moves including device preparation, account access, permissions, software provisioning, and desk setup
- Administer end user devices across Mac and Windows Surface estates including builds, configuration, patching, troubleshooting, and replacement coordination
- Assist with identity and access management processes using Okta and Microsoft 365
- Support collaboration and productivity platforms including Zoom, Slack, Microsoft 365, Google Workspace, Box, and SharePoint
- Provide mobile device and telecom support including handset allocation, setup, troubleshooting, and lifecycle administration
- Maintain accurate asset records and ownership data in Oomnitza
- Support mobile device management and endpoint compliance activities using IRU, Intune, and other MDM tooling
- Assist with networking and workplace technology troubleshooting including Meraki managed environments, printers, meeting room technology, and physical security systems such as Verkada
Requirements
- Experience supporting a fast paced, multi platform environment, ideally within a service desk or end user support function
- Strong troubleshooting capability across operating systems, end user devices, business applications, connectivity, and user access issues
- Experience supporting mixed platform environments, particularly Mac and Windows devices, mobile endpoints, and cloud based SaaS applications
- Good understanding of service desk disciplines including ticket ownership, prioritization, escalation, documentation, and customer communication
- Working knowledge of endpoint management, software deployment, patching, and device compliance practices
- Awareness of networking fundamentals and ability to perform first line diagnosis of wired, wireless, VPN, and office connectivity issues
- Confidence supporting executive and non technical users in a clear, calm, and professional manner
Full Job Posting
Company & Role Overview
- THE·TEAM operates at the epicenter of sports, music, and entertainment, serving talent, brands, and properties globally.
- Headquartered in Los Angeles, with presence in 28 countries and more than 70 cities.
- Supporting more than 4,000 colleagues globally across multiple agencies and office locations.
- The Tech Service Desk Analyst acts as a key first point of contact for 1st and 2nd line technology support.
Key Responsibilities
- Provide responsive 1st and 2nd line support for incidents and service requests across desktop, mobile, SaaS, and office technology environments
- Own initial triage, troubleshooting, and resolution of hardware, software, networking, and access related issues
- Deliver high quality support through multiple channels including walk up, desk side, remote, and event based support
- Log, categorize, and maintain accurate ticket updates, service notes, and resolution detail within FreshService
- Support user onboarding, offboarding, and moves including device preparation, account access, permissions, software provisioning, and desk setup
- Administer end user devices across Mac and Windows Surface estates including builds, configuration, patching, troubleshooting, and replacement coordination
- Assist with identity and access management processes using Okta and Microsoft 365
- Support collaboration and productivity platforms including Zoom, Slack, Microsoft 365, Google Workspace, Box, and SharePoint
- Provide mobile device and telecom support including handset allocation, setup, troubleshooting, and lifecycle administration
- Maintain accurate asset records and ownership data in Oomnitza
- Support mobile device management and endpoint compliance activities using IRU, Intune, and other MDM tooling
- Assist with networking and workplace technology troubleshooting including Meraki managed environments, printers, meeting room technology, and physical security systems such as Verkada
Skills And Experience
- Experience supporting a fast paced, multi platform environment is highly desirable, ideally within a service desk or end user support function
- Strong troubleshooting capability across operating systems, end user devices, business applications, connectivity, and user access issues
- Experience supporting mixed platform environments, particularly Mac and Windows devices, mobile endpoints, and cloud based SaaS applications
- Good understanding of service desk disciplines including ticket ownership, prioritization, escalation, documentation, and customer communication
- Working knowledge of endpoint management, software deployment, patching, and device compliance practices
- Awareness of networking fundamentals and ability to perform first line diagnosis of wired, wireless, VPN, and office connectivity issues
- Confidence supporting executive and non technical users in a clear, calm, and professional manner
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