What are the responsibilities and job description for the Desktop Support Technician I position at Educational Media Foundation - K-LOVE & Air1?
Overview
Ready to be the hero behind every click, tap, and keystroke?
Join our team as a Desktop Support Technician and become the guardian of seamless digital experiences. In a world where technology reigns supreme, we're on a mission to keep our systems running smoothly, our users smiling, and our productivity soaring. If you're passionate about troubleshooting, problem-solving, and delivering top-notch technical support, then plug in and power up with us!
What will you do?
- Answer, evaluate and prioritize incoming calls, voice mails, emails and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer related issues.
- Interview users to collect information about their problem and lead user through basic diagnostic procedures to determine source of error.
- Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems.
- Engage appropriate technical resources or escalate issues, as required.
- Formally contribute to the team knowledge base by recording problem resolution and creating/maintaining training and installation documentation.
- Informally contribute to the team knowledge base through conversations and participation in team meetings and round table discussions.
- Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
- Follow up on completed help desk tickets to verify satisfactory resolution and customer service ratings.
- Log and track calls using problem management database and maintain history records and related problem documentation.
- Call software and hardware vendors to request service regarding defective products.
- Maintain hardware and software documentation.
- Responsible for moving computer, phone, and peripheral equipment when employees’ cubicles/offices are reassigned.
- Provide users with basic instruction on software and hardware.
- Collaborate with Desktop Support Technicians to develop training materials.
- Perform 24 x 7 support for Programming department and all IT infrastructure.
- Participate in on-call rotation
- Other duties as assigned.
What are we looking for?
- AA degree in Information Systems, Business, or Communications; or equivalent. Microsoft, CompTIA, and Apple certifications desired (MCDST, A , ACSP).
- Experience with Windows and/or MAC configuration, deployment, and administration.
- Experience troubleshooting and resolving essential PC hardware and software problems.
- Must have the ability to multi-task activities such as documenting/updating/ troubleshooting notes and conversing on the phone.
- Ability to write business correspondence and knowledgebase articles. Ability to effectively communicate information and respond to questions from groups of managers and users.
- Excellent time management, communication, decision making and organizational skills.
- Knowledge of all MS Office applications to include Outlook, Word, Excel, Access, and PowerPoint.
- Able to identify and resolve problems, gathering and analyzing information.
- Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Strong customer service skills, with the ability to manage difficult or emotional customer situations; responding promptly to customer needs; soliciting customer feedback to improve service; and meeting commitments.
- Strong interpersonal skills, focusing on solving conflict, not blaming; maintaining confidentiality; listening to others without interrupting; keeping emotions under control; and remaining open to others' ideas.
- Demonstrated ability to approach others in a professional and tactful manner; able to reacts well under pressure.
What can we offer you?
- Industry leading Medical, Dental & Vision coverage
- Short/long term disability and life insurance
- Robust 401K with company match
- Parental leave with Baby Bonding pay
- Generous PTO, holiday and sick pay
- Unique company culture that includes exclusive access to concerts, movie premieres, media industry events, and more
- Leadership and Career Development Programs including free access to LinkedIn Learning platform
Why work for Educational Media Foundation, K-LOVE/Air1?
Educational Media Foundation (EMF) is a nonprofit, multi-platform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa, CA, with a single radio station, EMF today owns and operates the nation's two largest Christian music radio networks (K-LOVE and Air1) with over 1,000 broadcast signals across all 50 states and beyond, streaming audio reaching around the world, and a growing family of media ministries including podcasts, books, films, concerts, and events. EMF employs nearly 500 team members between its offices in Nashville, TN, Rocklin, CA, and field locations around the country. You can view our mission and values here Mission, Beliefs & Values.
“As an Equal Opportunity Employer, EMF makes employment decisions based on merit and other legitimate reasons. The Company is committed to a diverse and inclusive work environment and the promotion of equal employment opportunities regardless of protected class, characteristic or status. However, EMF is also a religious non-profit organization where all team members contribute to the Company’s mission of encouraging our audiences “to have a meaningful relationship with Christ.” Therefore, pursuant to the Civil Rights Act of 1964, Section 702 (42 U.S.C. 2000e I(a)), EMF has the right to hire only candidates who agree with the Company’s Statement of Faith. Also, as a religious non-profit organization, the Company is not governed by the CA Fair Employment and Housing Act.”
