TAIT partners with artists, brands, IP holders and place makers to bring culture-defining, never-before-seen experiences to life. With a legacy of innovation spanning over 45 years, TAIT has grown from pioneering in rock 'n' roll concert staging to setting the global standard for extraordinary live events and experiences through cutting-edge technology, precision engineering, and creative design. TAIT's 20 global offices have developed iconic productions and experiences in over 30 countries, all seven continents, and even outer space for renowned performers, theme parks, exhibits, and venues across the globe, including partnerships with Taylor Swift, Cirque Du Soleil, Royal Opera House, Nike, NASA, Bloomberg, Google, Beyoncé, and The Olympics
Position Purpose Senior IT Support Specialist identifies, researches and resolves the most complex technical problems. Provides support to end users for computers, applications, systems, devices, access and hardware issues. A Service Desk Technician II documents, tracks, and monitors the problem using applicable systems and tools. Responds to online requests for technical support via the ticketing system, instant communication methods as well as telephone and email. In addition, Service Desk Technician II coordinates with other teams or specialists to resolve or escalate issues. May be responsible for the resolution of escalated issues of higher difficulty. May train, coach, mentor, or assist less experienced team members. Works independently within established procedures and standards associated with the specific job function. Essential Responsibilities
- Triage incoming service desk tickets, determining urgency and assigning to the appropriate IT resource.
- Record requests, incidents and status information through the use of the company ticketing system.
- Properly document all ticket resolutions and follows up with all parties involved to ensure problems are accurately corrected to user satisfaction.
- Monitors computer software and hardware operating status; ensure that computers, conference rooms, printers, and other peripherals are in operating order.
- Performs hardware and software maintenance, when necessary.
- Sets up & installs new equipment which may include Desktops, Laptops, Printers, Mobile Devices, Network equipment, etc.
- Assist users with general and complex computer software troubleshooting and escalate to the appropriate group or resource when necessary.
- Support the implementation and deployment of internal business systems and solutions, including documentation and training as needed
- Communicates thoroughly and timely with all pertinent information to give management as much time as possible to react to situations.
- Generates or updates internal technical and end-user documentation when deviations or new process are identified.
- Maintains a positive, proactive attitude and commitment toward continuous improvement and demonstration of company culture and values.
- Proactively identifies issues and areas of improvement with processes, procedures, systems and tools and offers solutions.
- Serve as remote hands for infrastructure, networking and/or cybersecurity interventions on the server room or cabinets when needed.
Minimum Qualifications
- Position requires an AA/AS degree in a computer related field plus 2 years relevant experience or 4 to 5 years equivalent experience.
- BA/BS degree in computer science; or the combination of education and experience that enables performance of all aspects of the position.
- Must possess a valid passport and have a willingness to travel domestically and internationally to TAIT Group offices.
- Apple ACSP, ITIL, MCSA, MCSE, A+, Network+, Security+ certifications a plus.
Salary Range: $60,000-$78,000
TAIT is an equal opportunity employer fully committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected characteristic as outlined by international, national, state, or local laws.