Help Desk Technician

Wasserman operates at the epicenter of sports, music, entertainment and culture, serving talent, brands and properties on a global scale. Headquartered in Los Angeles, Wasserman's presence spans 27 countries and more than 66 cities, including New York, London, Abu Dhabi, Amsterdam, Hong Kong, Madrid, Mexico City, Toronto, Paris and Sydney. For more information, please visit www.teamwass.com.

Job Description

Wasserman is looking for a hands-on, high-energy team member, who has experience in IT support. You will be responsible for helping end-users by providing support and resolving issues.

Duties & Responsibilities:

• Facilitate the resolution of technology issues and walk the user through a series of steps to determine problem; classify level, priority, and nature of problem.
• Maintain formal helpdesk procedures for consistency and increased productivity; communicate and enforce the procedures within the company.
• Monitor, open, track, respond to, and close incident tickets in the IT Ticketing System; ensure problem ownership and promotes end-user satisfaction; escalate tickets as necessary to proper groups; track activities of technical support specialists to whom tickets were assigned.
• Manage end-user perceptions and build strong internal relationships; develop an end-user philosophy that ensures satisfaction.
• Document issues by explaining the problem, work done on the incident, and resolution.
• Manage and maintain inventory asset management.
• Contribute to the Onboarding/Off-boarding process of employees by deploying and personalizing computer systems, email accounts, network credentials, and remote access, as well as removal of all privileges.
• Maintain and provide training and instructional materials for new-hire orientation.
• Contribute to a team effort by accomplishing related results as needed.

We put the “Team” in Teamwork! In addition to connecting every day, we have weekly IT meetings where we catch up and discuss current issues and projects. Whether you are working in the office, from home, or traveling to a remote office, know that you have a team that will assist you and a team lead that works with you directly to assist with your career goals and ensure you feel like part of the family.

Communication! Our team would not be the team that it is today without excellent communication. This is also reflected in how we treat our users and clients. We pride ourselves on being the best in end-user and client satisfaction.

Keeps moving forward: The IT landscape is constantly evolving and events like COVID-19 have reinforced that mindset. Wasserman runs at the bleeding edge of technology and that requires you to have the training to work on new networks and environments. Business as usual to us means continuously learning and providing exceptional support.

Skills/Qualifications:

• In-depth knowledge of Microsoft/Apple software to address employees' day-to-day needs.
• Well-developed analytical and problem-solving skills, attention to detail and highly organized.
• Ability to effectively communicate technical issues to non-technical people at all levels.
• Possess personal drive to start a project and see it through to completion.
• Ability to perform in a fast-paced environment and handle and manage multiple workloads, priorities, and deadlines patiently and efficiently.
• On-call availability and able to respond remotely from any location.

Base salary range: $50-55k plus bonus potential if applicable for role.
Actual base salary is dependent on several factors including but not limited to; market dynamics, location and region, experience, specialized skills/training (education), level of responsibility, budgetary considerations, tenure at the company (for current employees), etc. The salary range listed is just one component of the total compensation package for employees. Compensation decisions are dependent on circumstances of each role.

Wasserman does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.