IT Support

Job Description

Job Description

WHO WE ARE…

ASTOUND is a global experiential powerhouse with three core verticals: Brand Experiences, Sports Experiences, and Immersive Entertainment. From trade shows and large-scale events to experience centers and IP-driven attractions, we create programs that combine creative excellence, operational discipline, and ROI-focused outcomes.

With over 200 employees, a 350,000 sq. ft. production facility, and execution in more than 40 countries, ASTOUND is defining what the modern experiential partner looks like. Now, in our 25th year, we are expanding into a growth engine for our clients—powered by AI, integrated creative, and next-gen content strategy —and for the business itself, driving both revenue and enterprise value.

JOB SUMMARY:

IT Support is responsible for monitoring the IT Helpdesk and addressing the issues in order of priority. They will also assist in the handling of day-to-day operations of the department, supporting the Systems Administrator working on troubleshooting, installation, and implementation of systems. This position is best suited to a junior IT professional who is approachable, patient, and comfortable interacting with end-users across the entire organization. The ability to communicate clearly, effectively, and genially with both technical and non-technical users is the key to success.

KEY RESPONSIBILITES:

• Provides technical assistance and support for incoming inquiries, requests, and issues related to hardware, software, network connectivity and application support
• Ensures users/customers are provided with professional, courteous, and timely support and service
• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Tests compatibility of new programs with existing ones.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Installs software and necessary applications for workflow.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Strong ability to manage productive relationships with both external and internal users
• Ability to work independently and in a team environment
• High degree of personal initiative
• Adaptable to changing priorities and ad hoc requests
• Superior Microsoft Office skills, including Word, Excel, and Visio
• Courses or experience in some of the following areas: computing science, information systems or equivalent programs
• Install and configure hardware and software components
• Prioritize and manage all open requests to ensure that they are resolved accurately and in a timely manner
• Contribute to the development and maintenance of standards, policies and procedures regarding all IT-related items
• Assists with the implementation and execution of new/upgraded systems implementation and other IT-related projects
• Conducts equipment and vendor research, and works with 3rd party vendors to implement new systems or resolve issues
• Manages the maintenance of all hardware and software
• Performs other duties as assigned

QUALIFICATIONS:

• Bachelor's degree in computer science or engineering or related field, preferred
• 0-2 years of experience in a similar role
• Experience with Microsoft Windows 7 and 10, Mac OSX, Active Directory, imaging, server/storage solutions including file replication, and network administration (e.g., switching, firewall, VPN)
• Experience troubleshooting systems
• Skilled in database programming and software installation
• Proficient with MAC and OS
• Excellent written and oral communication skills
• Familiar with a range of software and hardware
• Demonstrated experience as a support analyst in a corporate environment
• Valid driver's license (G class)

THE VALUES YOU ALIGN WITH:

Just as important as the skills you bring to our team are alignment with our values. This means that as a collective we will collaborate with the same mindset to deliver incredible, market-leading experiences for our clients.

• Steadfast Courage - We fearlessly take on challenges and make bold decisions to achieve remarkable results.
• Unwavering Integrity - We hold ourselves to the highest ethical standards and prioritize honesty, transparency, and professionalism.
• Boundless Creativity - We push boundaries with innovative, collaborative ideas that surpass expectations and create unforgettable experiences.
• Unparalleled Service - We fearlessly take on challenges and make bold decisions to achieve remarkable results.
• Insatiable Curiosity - We never stop learning, exploring, and taking risks to create breakthrough experiences.
• Constant Collaboration - We thrive on teamwork, leverage diverse perspectives, and support each other to deliver experiences greater than the sum of their parts.

BENEFITS AND COMPENSATION:

The compensation package will be commensurate with experience. Our employees are entitled to a standard set of benefits, including health and dental insurance and 401(k) with company match.

• Excellent Medical Insurance
• Excellent Dental Insurance
• Excellent Vision Insurance
• Paid Time Off, Holiday Pay
• 401K matching program after 90 days of employment
• 100% Company Life and Long-Term Disability Coverage
• Employee Referral Program

DIVERSITY COMMITMENT:

We are proud to be an equal opportunity employer, and we welcome talented individuals from all backgrounds to apply. Our goal is to ensure that every candidate is evaluated solely on their qualifications, merits, and potential to contribute meaningfully to our team and mission.