The Sr Desktop Analyst, Global Technology will troubleshoot issues and coordinate all technical support activities for the PC and Macintosh computers and mobile phones for assigned business units in accordance with company procedures, policies and standards.
What you'll do:
- Support of the daily activities of the PC and Mac communities, to include, as needed, training, organizing, patching and planning.
- Provide enhancements and maintenance and coordinate resolution for all hardware and software issues for assigned client groups.
- Provide 1st and 2nd level support for PCs and Macintosh, peripherals, mobile and conference room devices.
- Monitor Salesforce (Helpdesk ticketing system) Queues for all PC and Macintosh related operational issues or emergencies to meet assigned SLA’s.
- Provide Executive Support as required to senior management.
- Provide a high level of customer service and technical support for all client groups.
- Test and evaluate all PC’s and Macintosh Laptops standards (hardware and software).
- Plan the deployments of new computers, operating systems, and application upgrades.
- Work closely with client groups, measuring performance against customer requirements and recommend modifications to existing systems or development of new systems as needed. Plan and coordinate projects to meet future needs.
- Escalate within and outside of the team to appropriately escalate issues and follow up to drive timely resolution to ensure an optimal customer experience.
- Work closely with all other Global Technology team members.
- Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational problems.
- Provide afterhours support for clients and production environment as needed.
- Maintain Knowledge Base with respect to relevant state–of-the-art technology, equipment, and/or systems
Who you are:
- Has 6+ years of relevant professional experience in a mid to large scale multi-platform environment with Macintosh/Windows operating systems.
- A Bachelor’s degree and Apple/Windows Certification(s) are preferred.
- Has strong customer service, technical and communication skills.
- Has a passion for computers and technology and a strong desire to help others.
- Has an understanding of how to project confidence and comfort to a client, especially in stressful or complex situations.
- Is a team player who works well with others and who can follow instructions.
- Has proficiency with installation and troubleshooting of PC’s and Macintosh Laptops and peripherals.
- Has thorough knowledge and understanding of Macintosh OS and Windows Operating systems, Google Workspace, Office O365, Teams, OneDrive, SharePoint and Adobe application suite.
- Has experience in setting up iOS and Android devices.
- Has thorough knowledge and understanding of Network concepts
What we give you:
- You join an inclusive, collaborative and global community where you have the opportunity to fuel the creative journey
- A modern office environment designed to foster productivity, creativity, and teamwork
- Our Hybrid with Flexibility approach combines the flexibility of remote working with the benefits of in-person collaboration whenever we need to come together to do our best work. Managers will partner with their teams and employees to establish work arrangements that meet the business, team, and individual needs.
- An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching
- Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition and student loans
- We invest in your professional growth & development
- Time off for a winter recess
The anticipated annual base salary for this position is $80k to $85k. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.
Sony Music is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law.
