Senior Desktop Support Analyst

Company: Univision Communications, Inc
Location: Miami
Posted on: January 16, 2022

Job Description:

DescriptionThe Senior Desktop Support Analyst will work in conjunction with the Service Desk to provide Level Two Support for Univision Executives with hardware, software and application problems, and, if necessary, hardware replacements to ensure the clients' issues are handled appropriately and in a timely manner. The ideal candidate for this position will have outstanding technical, interpersonal and time management skills and will be able to work well in a fast-paced environment. The candidate will primarily support C-Suite Executives both onsite and at remote locations.Primary Responsibilities+ Respond to assigned incidents in a timely manner and within the established Service Level Agreement (SLA)+ Serve as a technical escalation point to junior Desktop Support staff+ Assist clients with hardware, software and application support issues+ Provide courteous and prompt customer service+ Install, configure, test, maintain and troubleshoot the client's workstation hardware, peripherals, and network printers+ Place service calls to vendors as needed+ Provide solutions to issues within the Company IT Policy Framework+ Document the incident status and resolution in the incident database tool+ Communicate effectively to the clients the status of their request and the expected resolution time+ Identify potential system problems and escalate them to the Desktop Support Manager+ Contribute to the ETS documentation of processes and procedures+ Create, remove and maintain Active Directory user accounts+ At times, provide technical support at offsite Special EventsRequired Knowledge & Experience+ 5 years of Desktop Support experience (3 years supporting Executives)+ Undergraduate degree in the field of computer science or engineering or equivalent experience required+ Certifications preferred (A+, CompTIA Network, MCDST, CNCT)+ Experience in supporting TV and/or Radio Broadcast clients a plus+ Strong understanding of hardware, software and TCP/IP networking principles+ Extensive knowledge of Windows 10 operating system+ Extensive knowledge of Mac OS+ Extensive knowledge of Office 365+ Ability to troubleshoot network connections and devices remotely+ Experience with Active Directory Account Management+ Experience with using Remote Desktop tools (Bomgar a plus)+ Advanced working knowledge of configuring and trouble-shooting iOS and Android mobile devices+ Extensive Knowledge of video conferencing (Cisco Telepresence and Microsoft Teams)+ Working knowledge of Service Desk ticketing systems (ServiceNow knowledge a plus)Personal Attributes+ Strong interpersonal oral and written communication skills+ The ability to quickly build rapport and gain the respect and cooperation of both technology and business leaders+ Ability to motivate the team+ Be able to deal with ambiguity and make quality decisions in a dynamic, fast-paced environment+ Action-oriented and driven to achieve results in a positive manner, displaying ethical behavior, integrity, and building trust at all times+ Customer-focused+ Strong teamwork and interpersonal skills; ability to communicate and persuade at all management levels and thrive in a cross-functional matrix environment+ Strong organizational skills+ Ability to articulate ideas to both technical and non-technical addressees+ Continually improves upon weaknesses while maintaining and utilizing strengths to reach goals+ Able to work independently, plan workloads and deliver on commitments+ Superior analytical, evaluative, and problem-solving abilities+ Proven project management, time management, and conflict resolution/management skills+ Ability to set priorities and objectives, then plan and organize the team in order to meet them+ Able to quickly learn new technologies as they become prevalent and widely implemented, and develop oneself+ Personally driven to utilize both proven and unique solutions to address business problems until issue is resolved+ Asks informative, open-ended questions when necessary, and actively listen to responsesLocation Requirements+ Miami with potential travelEligibility Requirements+ Employment/education will be verified+ Must have unrestricted authorization to work in the United States Univision requires that all U.S. and Puerto Rico employees be vaccinated against COVID-19. This position will require the successful candidate to submit proof of vaccination. The Company is an equal opportunity employer, and will reasonably accommodate a qualified candidate, who may be unable to be vaccinated, consistent with federal, state, and local law. Univision is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. About Univision Communications Inc.As the leading Hispanic media company in the U.S., Univision Communications Inc. entertains, informs and empowers U.S. Hispanics with news, sports and entertainment content across broadcast and cable television, audio and digital platforms. The company's top-rated media portfolio includes the Univision and UniM--s broadcast networks, as well as 10 cable networks including Galavisi--n and TUDN, the No. 1 Spanish-language sports network in the country. Locally, Univision owns or operates 61 television stations in major Hispanic markets across the United States. Additionally, Uforia, the Home of Latin Music, encompasses 58 owned or operated radio stations, a live event series and a robust digital audio footprint. The company's prominent digital assets include Univision.com (https://www.ucicentral.net/external-link.jspa?url=http%3A%2F%2Fwww.univision.com%2F) , streaming service Univision Now, the largest Hispanic influencer network and several top-rated apps. For more information, visit corporate.univision.com (https://www.ucicentral.net/external-link.jspa?url=http%3A%2F%2Fcorporate.univision.com%2F) . About TUDN TUDN is the multimedia sports division of Univision Communications Inc., the leading Hispanic media company in the U.S. Built around the flagship TUDN cable network, the nation's No. 1 Spanish-language sports channel, TUDN reaches audiences across Univision's television portfolio, as well as through the TUDN Radio Network, the TUDN mobile app and TUDN.com. TUDN possesses an industry-leading portfolio of live soccer rights through partnerships with 14 Liga MX clubs, the Mexican Football Federation, US Soccer, UEFA, Concacaf, Major League Soccer and many more. About Univision NewsUnivision's award-winning News division is committed to informing the country's fastest growing segment across all media platforms, including TV, Radio, and Interactive. Hispanics count on the latest and most relevant content that impacts the community through: "Noticiero Univision," the Network's evening, late evening and weekend national newscast; Sunday public affairs program "Al Punto" (To The Point); newsmagazine shows "Aqu-- y Ahora" (Here and Now) and "Primer Impacto" (First Impact); as well as morning news segments on "Despierta Am--rica" (Wake Up America). Univision has strengthened its news team and expanded its news operations by adding Investigative and Documentary Units. Acerca de Univision Communications Inc. Como la principal empresa de medios de comunicaci--n dirigidos a los hispanos en Estados Unidos, Univision Communications Inc. Los entretiene, informa y empodera con contenido de noticias, deportes y entretenimiento en televisi--n de se--al abierta y cable, adem--s de audio y plataformas digitales. La destacada cartera de propiedades de la compa----a incluye las cadenas de se--al abierta Univision y UniM--s, y 10 cadenas de cable Galavisi--n y TUDN, el canal deportivo No. 1 en espa--ol del pa--s . A nivel local, Univision es propietaria u opera 61 estaciones en los principales mercados hispanos en los Estados Unidos. Adem--s, Uforia, the Home of Latin Music, es propietaria u opera 58 estaciones de radio, presenta una serie de eventos en vivo y tiene una robusta presencia de audio digital. La prominente cartera digital de la empresa incluye Univision.com (https://www.ucicentral.net/external-link.jspa?url=http%3A%2F%2Fwww.univision.com%2F) , el servicio de streaming Univision Now, la mayor cadena de influencers hispanos y varias de las aplicaciones m--s populares. Para mayor informaci--n, visiten corporate.univision.com (https://www.ucicentral.net/external-link.jspa?url=http%3A%2F%2Fcorporate.univision.com%2F) . Acerca de TUDN TUDN?es la divisi--n deportiva en medios m--ltiples de Univision Communications Inc., la principal empresa de medios de comunicaci--n dirigidos a los hispanos en Estados Unidos. En torno a la cadena principal de cable TUDN, el canal deportivo No. 1 en espa--ol del pa--s, TUDN llega a audiencias en toda la cartera de televisi--n de Univision, como tambi--n por medio de TUDN Radio Network, la aplicaci--n m--vil de TUDN y TUDN.com. TUDN tiene una cartera de derechos a transmisiones en vivo de f--tbol que es l--der en el mercado por medio de alianzas con 14 clubes de la Liga MX, la Federaci--n Mexicana de F--tbol, US Soccer, UEFA, Concacaf, Major League Soccer y muchos m--s.? Acerca de Noticias Univision La galardonada divisi--n de noticias de Univision est-- comprometida a informar al segmento poblacional de m--s r--pido crecimiento en Estados Unidos a trav--s de todas las plataformas medi--ticas, incluyendo televisi--n, radio y medios interactivos. Los hispanos cuentan con el contenido m--s actual y relevante que impacta a la comunidad, a trav--s de: "Noticiero Univision", en sus versiones vespertina, nocturna y de fin de semana; el programa dominical de asuntos p--blicos y pol--ticos, "Al Punto"; los magacines noticiosos "Aqu-- y Ahora" y "Primer Impacto"; y los segmentos de noticias de "Despierta Am--rica". Noticias Univision fortaleci-- su equipo y ampli-- sus operaciones con la creaci--n de la Unidad de Investigaci--n y la Unidad de Documentales.

Keywords: Univision Communications, Inc, Miami , Senior Desktop Support Analyst, Professions , Miami, Florida