Specialist, Newsroom Computer Technical Support

_Specialist, Newsroom Computer Technical Support_
Department: Information Technology
Supervisor : Senior Director, Information Technology
Status: Full-Time, Non-Exempt
Provide user technical assistance, support, and resolutions related to computer systems, hardware and software for NewsHour Productions, LLC.
RESPONSIBILITIES
Receive, prioritize, document and actively resolve end user incidents and requests ensuring proper computer operation so that end users can accomplish business tasks.
Write reports and business correspondence, effectively presenting information to questions from groups of managers, clients, customers, etc.
Configure and install computer and mobile equipment for new and current employees.
Install, diagnose, repair, maintain and upgrade all PC/MAC/Network hardware and equipment to ensure optimal workstation performance.
Troubleshoot problem areas (in person, by telephone, or via e-email) in a timely and accurate fashion.
Perform on-site analysis, diagnosis and resolution of complex desktop/hardware problems for end-users: recommend and implement corrective solutions, including off-site repair for remote users as needed.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Maintain End User accounts (add/modify/delete) in various systems, such as Active Directory, MS Exchange, as well as documenting procedures.
Create and maintain technical documentation around Service Desk procedures.
Record, track and document help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Develop and update training agenda for incoming users.
Develop help sheets and frequently asked questions lists for Service Desk Portal for end users.
Effective and proactive communication with customers of all IT department initiatives.
Perform related special projects or other duties as assigned.
QUALIFICATIONS
Scheduled shift is 10AM ? 7PM.
Must be able to work evenings, weekends and holidays. Emergency work may require callback and overtime.
Experience in a demanding newsroom environment is preferred.
Proven team player with proactive demonstrated time management skills, strong interpersonal skills, including excellent customer service.
High degree of integrity and professionalism with a positive work ethic.
Experience working under tight deadlines with the ability to resolve problems responsively, creatively and logically.
Strong knowledge of the engineering and operation of a broadcast television environment is a plus.
Working knowledge of news room automation systems and non-linear editing systems including Avid Media Composer, Avid iNews, Adobe Premier and related desktop editing software.
Working knowledge of newsroom Media Asset Management systems.
Strong knowledge of digital video, including file-based delivery, compression, transcoding, streaming and storage.
Knowledge of IT Service Management systems.
Technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues, MAC OSX issues.
Familiarity with Video and Audio editing systems.
Proficiency in Networking, VPN, Wireless, Customer Service, Ticketing system applications, printers, OSX, MS, Video, Audio and TCP/IP.
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Excellent oral and written communication skills, including strong technical writing skills.
Excellent organizational, project planning, presentation and time management skills with careful attention to detail.
Demonstrated ability to successfully perform in an atmosphere of multiple projects, shifting priorities, and deadline pressures.
Ability to frequently lift and/or move up to 25 pounds and occasionally lift and/or more up to 50 pounds with or without accommodation.
Ability to work effectively both independently and on a small, collaborative IT team.
EDUCATION
AA Degree, preferably in IT related field.
A+ and Network+ certifications preferred.
Minimum three (3) years of Information Technology experience, preferably as Helpdesk/End user support in a newsroom environment.
Or equivalent combination of training and experience.
WETA is an equal employment opportunity employer. WETA does not discriminate against employees or applications on the basis of race, color, religion, gender, age, national origin, citizenship status, disability, medical condition, genetic predisposition or carrier status, military or veteran status, sexual orientation, gender identity or expression, marital status or any other characteristic protected by applicable local, state or federal law. 1c25037e2d5c426ca9d840e20521cc48

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