Job Position:Technical Support Analyst

Department:Information Technology

Reports to:Help Desk Manager

FLSA:Non-Exempt

Status:Full-time

Work Location:Silver Spring, MD

Overview:

The Radio One story began simply with a dream and one radio station. Forty years, 13 markets, and 70 stations later, we are an urban media empire, spanning multiple media platforms. We are in your ears with Reach Media/Radio One, on your televisions with TV One, and may even be the name behind your favorite website, with our digital platform Interactive One. Information is power, and our mission here at Radio One, Inc. is simple – to be the most trusted media source in the African American community. At Radio One, we pride ourselves on hiring people who are dedicated and continue to challenge the norm, while embracing a corporate culture built on creativity and passion. We are our employees’ biggest fans, and it is our daily mission to attract, develop, and retain the brightest stars in the business.

As the Technical Support Analyst, your role is pivotal in assisting the Lead Technical Support Analyst with tier one technical support and administration, emphasizing proficiency in applications such as Azure Remote Desktop, Microsoft Teams, and Outlook. Your responsibilities extend to providing comprehensive assistance to our radio stations, particularly in network engineering tasks. This multifaceted position demands adeptness in troubleshooting and resolving technical issues, ensuring seamless operations across various platforms.

ESSENTIAL RESPONSIBILITIES:

• Provide frontline technical support to end-users via phone, email, and in-person to resolve software, hardware, and network-related issues promptly and effectively.
• Serve as a subject matter expert for media-specific software applications, editing suites, content management systems, digital asset management platforms, and broadcast equipment, offering guidance and assistance to users at all levels of technical proficiency.
• Deliver multi-tiered Help Desk support for a range of queries concerning hardware, software, network, and cloud connectivity, and user applications.
• Assure swift resolution of trouble tickets within the IT service management platform, striving to meet or exceed service level agreements. OR Assist users with system access, password resets, software installations, and troubleshooting common technical problems, ensuring minimal disruption to their workflow.
• Stay current with advancements in technology, including cloud services measures, and support practices, to provide accurate and forward-thinking solutions to customers.
• Efficiently escalate complex incidents to specialized support teams, ensuring comprehensive documentation and follow-up.
• Foster a culture of continuous improvement and knowledge sharing within the technical support team, contributing to cross-training initiatives, mentorship programs, and collaborative projects to build collective expertise
• Facilitate the installation and upgrade of IT infrastructure, including network hardware, software, and integration with cloud services.
• Collaborate closely with team members to identify recurring issues, implement proactive solutions, and improve overall system performance and reliability.
• Support state-of-the-art audio-visual and conferencing technologies, embracing platforms like ADP, Microsoft Teams, and Azure Remote Desktop
• Collaborate with network engineers and cloud architects on cross-functional projects and initiatives. Assist users with system access, password resets, software installations, and troubleshooting common technical problems, ensuring minimal disruption to their workflow.
• Provide advanced technical support and troubleshooting expertise to resolve complex issues related to media production, post- production, broadcast, and distribution systems, ensuring minimal downtime and disruption to production workflows.

KNOWLEDGE/SKILLS/ABILITIES:

• Possesses robust skills in communication and relationship-building, ensuring the provision of outstanding customer support within an energetic and varied community of users.
• Strong interpersonal and communication skills to deliver exceptional customer service To employees
• Availability to work flexible hours, including occasional off-hours support for critical activities and projects.
• Ability to work collaboratively with cross-functional teams including content creators, editors, producers, IT professionals, and external vendors.

EDUCATION and/or EXPERIENCE

• A minimum of 5 years of experience in a technical Help Desk or IT Support role.
• Preferred Education: A bachelor’s degree in computer science, Information Systems, Engineering, or a related field.
• Desired but not required, certifications are:
  • Microsoft Certified:
  • ITIL Foundation
  • CompTIA Network
  • Microsoft Certified: Windows 10 (MD-100)
  • Apple Certified Support Professional (ACSP)
  • Apple Certified iOS Technician (ACiT)
• Must possess valid state driver’s license

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. The company reserves to modify duties and this job description without advance notice. This position is at-will unless otherwise issued a fully executed agreement. We are Equal Opportunity Employer, are committed to creating a diverse and inclusive company culture, and that your team does not discriminate against candidates and employees because of their disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law.