Technical Support Analyst

As an Associate IT Support Analyst, you will provide hands‑on technical support to WMG employees, including VIP executives, ensuring the smooth operation of IT systems and equipment. Responsibilities Provide onsite and remote support for Windows, Mac, and mobile devices, addressing technical issues promptly. Act as "smart hands" in server rooms and network closets, assisting with support and projects. Respond to requests and inquiries from users, including VIP level executives, within service level agreements. Deliver first and second level solutions to technical problems over the phone or desk side. Open, track, document, escalate, resolve, and close each problem/inquiry/request in WMG IT's service management system. Utilize scripting in PowerShell for automation and system administration tasks. Administer Google Workspace, Microsoft O365, Active Directory, JAMF, SCCM, and ServiceNow. Provide A/V support for meetings and conference rooms. Collaborate with support team leadership to communicate issues and opportunities for improvement. Identify root cause and implement continuous improvements to reduce recurring issues. Generate ad‑hoc and custom reports for all systems in response to requests. Train end users in the use of equipment and software. Passion for delivering excellent customer service. Qualifications Experience dealing with and supporting VIP level employees. Ability to learn and follow operational processes and requirements. Strong verbal and written communication skills. Familiarity with technical support for Windows, Mac, and mobile devices. Strong knowledge of Google Workspace, Microsoft O365, Active Directory, JAMF, SCCM, and ServiceNow. Understand and use scripting in PowerShell. Ability to lift and move computer equipment weighing approximately 50 pounds. Willingness to work off‑shift and overtime hours if needed. TIL Certification. BS/BA in Computer Science, Information Technology, or equivalent. Certifications from CompTIA, Google, Microsoft, Jamf, etc. Extreme attention to detail and strong critical thinking skills. Excellent written and verbal communication skills. 1-2 years prior experience in an enterprise desktop support environment. WMG is committed to inclusion and diversity in all aspects of our business. We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other characteristic protected by applicable federal, state or local law. #J-18808-Ljbffr