Desktop Support Analyst Tier II

Job Description

Who We Are

Creative Artists Agency (CAA) is the leading entertainment and sports agency, with global expertise in filmed and live entertainment, digital media, publishing, sponsorship sales and endorsements, media finance, consumer investing, fashion, trademark licensing, and philanthropy. Distinguished by its culture of collaboration and exceptional client service, CAA’s diverse workforce identifies, innovates, and amplifies opportunities for the people and organizations that shape culture and inspire the world. The trailblazer of the agency business, CAA was the first to build a sports business, create an investment bank, launch a venture fund, found technology start-up companies, establish a philanthropic arm, build a business in China, and form a brand marketing services division, among other innovations. Named Most Valuable Sports Agency by Forbes for eight consecutive years, CAA represents more than 2,000 of the world’s top athletes in football, baseball, basketball, hockey, soccer, in addition to coaches, on-air broadcasters, and sports personalities and works in the areas of broadcast rights, corporate marketing initiatives, social impact, and sports properties for sales and sponsorship opportunities.

Founded in 1975, CAA is headquartered in Los Angeles, and has offices in New York, Nashville, Memphis, Chicago, Miami, London, Munich, Geneva, Stockholm, Shanghai, and Beijing, among other locations globally.  

The Role  

The Desktop Support Analyst Tier II provides advanced technical support for desktop-related incidents and service requests. The role involves troubleshooting complex technical issues, researching solutions, and working with Tier I support and other IT teams to resolve incidents and fulfill service requests. The Desktop Support Analyst Tier II is responsible for accurately documenting incidents, prioritizing and managing tickets, and escalating incidents to higher-level support as needed. 

This role is critical to the CAA team as it is the lifeline of support for our customers. It is essential that this person be an excellent communicator and work well on their own and in a team. They will also be responsible for supporting senior-level staff up to the C-suite. The ability to communicate and present professionally is of the utmost importance. 
 

Responsibilities  

• Respond to and resolve complex technical incidents and service requests 

• Troubleshoot hardware, software, and network issues related to desktop computers 

• Provide technical guidance and support to Tier I support staff 

• Research and implement solutions to resolve technical issues 

• Document all incidents and service requests accurately in Service Now ticketing system 

• Prioritize and manage tickets based on severity and urgency 

• Escalate incidents to higher-level support as needed 

• Communicate with end-users to keep them informed of the status of their incidents 

• Maintain a high level of customer service and professionalism at all times 

• Continuously expand knowledge of the company's technology and processes 
   

Required  

• Strong written and verbal communication skills 

• Great team player, fast learner and self-starter 

• Ability to work well under pressure and prioritize multiple tasks 

• Proficiency with Windows 10 & 11 and MacOS 

• Proficiency in Microsoft Office applications and operating systems 

• Managing and troubleshooting experience with iOS devices, Conference Systems, Lenovo laptops and HP printers 

• Experience with ticketing systems and remote support tools 

• Aptitude for problem-solving and critical thinking 

• Customer service orientation 

• Ability to work in a team environment 

• A+, Network+, and/or Microsoft Product related Certifications preferred but not required 

• ITIL Foundation, Microsoft or other IT certifications preferred but not required 

• 2-3 years of experience in a similar role is preferred 
   

Environment  

CAA has a service-oriented collaborative environment where we help our colleagues and then focus on our own work.  

Please note: You will be required to dress in business professional attire daily.  

We are looking for an individual with experience providing white glove technical support and guidance.  

 

Location
This role will be fully on-site, based in Los Angeles.
 

Compensation
The base hourly rate for this position is in the range of $30.00 - $40.00. This position also is eligible for benefits and discretionary bonus. Ultimately, wages may vary based upon, but not limited to, relevant experience, time in role, business sector, and geographic location, among other criteria. Please talk with a CAA Recruiter to learn more. 

Please provide complete and legible information.An incomplete application may affect your consideration for employment.

Creative Artists Agency, LLC (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate on the basis of race (inclusive of traits historically associated with race, including hair texture and protective hairstyles), color, religion, creed, gender or sex (including pregnancy, childbirth, breastfeeding or related medical conditions), national origin, ancestry, age, physical disability, mental disability, medical condition, genetic information, family and medical care leave status, military or veteran status, marital status, family status, sexual orientation, gender identity, gender expression, political affiliation, an employee’s or their dependent’s reproductive health decision making (e.g., the decision to use or access a particular drug, device or medical service), or any other characteristic protected by applicable law.The absence of a permanent address is not a bar to employment. The Company does not discriminate against individuals based on housing status, including the absence of a fixed address.The Company also complies with the Americans with Disabilities Act and applicable state and local laws with regard to providing reasonable accommodation for qualified individuals with disabilities.CAA does not accept unsolicited resumes from third-party recruiters unless they were contractually engaged by CAA to provide candidates for a specified opening. Any such employment agency, person or entity that submits an unsolicited resume does so with the acknowledgement and agreement that CAA will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.