What are the responsibilities and job description for the Information Technology Support Specialist position at LTN?
LTN Global is seeking an Information Technology Support Specialist (macOS / Linux) to provide technical assistance for internal employees that work in-office (Columbia, MD) and remotely. Candidates will be responsible for providing Tier 1 support for basic technical issues with Apple computers, and commonly used SaaS products like Google Workspace, Slack, Zoom, etc.
An excellent candidate will have good technical knowledge, but even more important are strong customer service skills and the ability to ask questions to effectively understand the issue at hand.
LTN Global supports the world’s largest television media and entertainment companies, professional sports leagues, and many other media industry leaders. This role is a critical part of the “engine” that keeps our customers and services on the air, providing quality content to their users and fans worldwide.
Responsibilities
- Serve as a first point of contact for end users seeking technical support via email, Slack, or Zendesk tickets.
- Perform basic troubleshooting and resolution of issues with Apple computers, company workstations, or company-owned SaaS products, while maintaining high standards of customer service.
- Escalate unresolved issues or issues requiring more attention, to senior IT staff and management in a timely manner.
- Accurately record issues, requests, and other related communication in the company ticketing system (Zendesk).
- Track and maintain inventory of IT equipment, including equipment assigned to personnel.
- Perform IT tasks pertaining to on-boarding / off-boarding for personnel changes, such as (but not limited to) :
- Creating accounts on SaaS systems, such as Google, Slack, etc.
- Setup and deployment of new computers and peripherals
- Conduct end-user introductory training to LTN IT systems and policies
Requirements :
Preferred Qualifications :
