What are the responsibilities and job description for the Desktop Service Support Technician III position at Educational Media Foundation K-LOVE & Air1 Media Networks?
Overview
Are you passionate about technology and love solving problems?
Join our team as a Desktop Support Technician III! In this dynamic role, you'll be the go-to expert for end users, tackling a variety of technical issues through phone, email, and in-person support. You'll be responsible for documenting, tracking, and monitoring problems to ensure timely resolutions, as well as identifying, researching, and resolving technical challenges. Plus, you'll maintain, upgrade, and replace computer hardware and software systems across a range of platforms, including Windows PCs, Apple Macs, tablets, and smartphones. If you're ready to make a difference and keep our tech running smoothly, we want to hear from you!
What will you do?
K-LOVE is a nonprofit, multi-platform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa, CA, with a single radio station, K-LOVE today owns and operates the nation's two largest Christian music radio networks (K-LOVE and Air1) with over 1,000 broadcast signals across all 50 states and beyond, streaming audio reaching around the world, and a growing family of media ministries including podcasts, books, films, concerts, and events. EMF employs nearly 500 team members between its offices in Nashville, TN, Rocklin, CA, and field locations around the country. You can view our mission and values here Mission, Beliefs & Values.
“As an Equal Opportunity Employer, EMF makes employment decisions based on merit and other legitimate reasons. The Company is committed to a diverse and inclusive work environment and the promotion of equal employment opportunities regardless of protected class, characteristic or status. However, EMF is also a religious non-profit organization where all team members contribute to the Company’s mission of encouraging our audiences “to have a meaningful relationship with Christ.” Therefore, p ursuant to the Civil Rights Act of 1964, Section 702 (42 U.S.C. 2000e I(a)), EMF has the right to hire only candidates who agree with the Company’s Statement of Faith. Also, as a religious non-profit organization, the Company is not governed by the CA Fair Employment and Housing Act. ”
Are you passionate about technology and love solving problems?
Join our team as a Desktop Support Technician III! In this dynamic role, you'll be the go-to expert for end users, tackling a variety of technical issues through phone, email, and in-person support. You'll be responsible for documenting, tracking, and monitoring problems to ensure timely resolutions, as well as identifying, researching, and resolving technical challenges. Plus, you'll maintain, upgrade, and replace computer hardware and software systems across a range of platforms, including Windows PCs, Apple Macs, tablets, and smartphones. If you're ready to make a difference and keep our tech running smoothly, we want to hear from you!
What will you do?
- Answer, evaluate and prioritize incoming calls, voice mails, emails and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer related issues.
- Interview users to collect information about their problem and lead user through diagnostic procedures to determine source of error.
- Handle problem recognition, research, isolation, resolution and follow-up for complex user problems.
- Engage appropriate technical resources or escalate the most complex problems, as required.
- Resolve escalated problems and provide feedback to build knowledge and skills of other technicians.
- Formally contribute to the team knowledge base by recording problem resolution and creating/maintaining training and installation documentation.
- Informally contribute to the team knowledge base through conversations and participation in team meetings and round table discussions.
- Maintain, analyze, troubleshoot and repair computer systems, hardware and computer peripherals.
- Follow up on completed help desk tickets to verify satisfactory resolution and customer service ratings.
- Log and track calls using problem management database and maintain history records and related problem documentation.
- Call software and hardware vendors to request service regarding defective products.
- Maintain hardware and software documentation.
- Responsible for moving computer, phone, and peripheral equipment when employees’ cubicles/offices are reassigned.
- Provide users with expert instruction on software and hardware.
- Develop training materials.
- Other duties as assigned.
- Supports and contributes to a safe and healthy work environment. Specifically, following EMF’s Injury Prevention and Safety program, support and maintain safety standards, and participate in safety programs.
- AA degree in Information Systems, Business, or Communications; or equivalent. Microsoft, CompTIA, and Apple certifications desired (MCSE, Network , ACSP).
- Minimum of 6 years of professional hands-on experience doing Windows and MAC configuration, deployment and administration.
- Experience troubleshooting and independently resolving complex PC hardware and software problems.
- Must have the ability to multi-task activities such as documenting/updating/ troubleshooting notes and conversing on the phone
- Complete understanding of Domains and interconnectivity technologies such as TCI/IP and DHCP.
- Ability to write business correspondence and knowledgebase articles. Ability to effectively communicate information and respond to questions from groups of managers and users.
- Excellent time management, communication, decision making and organizational skills.
- Expert knowledge of all MS Office applications to include Outlook, Word, Excel, Access and PowerPoint.
- Able to identify and resolve problems in a timely manner; gathering and analyzing information skillfully; developing alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
- Strong customer service skills, with the ability to manage difficult or emotional customer situations; responding promptly to customer needs; soliciting customer feedback to improve service; and meeting commitments.
- Strong interpersonal skills, focusing on solving conflict, not blaming; maintaining confidentiality; listening to others without interrupting; keeping emotions under control; and remaining open to others' ideas.
- Demonstrated ability to approach others in a professional and tactful manner; able to reacts well under pressure
- A collaborative and flexible style, with strong service mentality. Need to be seen as a team player.
- Industry leading Medical, Dental & Vision coverage
- Short/long term disability and life insurance
- Robust 401K with company match
- Parental leave with Baby Bonding pay
- Generous PTO, holiday and sick pay
- Unique company culture that includes exclusive access to concerts, movie premieres, media industry events, and more
- Leadership and Career Development Programs including free access to LinkedIn Learning platform
K-LOVE is a nonprofit, multi-platform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa, CA, with a single radio station, K-LOVE today owns and operates the nation's two largest Christian music radio networks (K-LOVE and Air1) with over 1,000 broadcast signals across all 50 states and beyond, streaming audio reaching around the world, and a growing family of media ministries including podcasts, books, films, concerts, and events. EMF employs nearly 500 team members between its offices in Nashville, TN, Rocklin, CA, and field locations around the country. You can view our mission and values here Mission, Beliefs & Values.
“As an Equal Opportunity Employer, EMF makes employment decisions based on merit and other legitimate reasons. The Company is committed to a diverse and inclusive work environment and the promotion of equal employment opportunities regardless of protected class, characteristic or status. However, EMF is also a religious non-profit organization where all team members contribute to the Company’s mission of encouraging our audiences “to have a meaningful relationship with Christ.” Therefore, p ursuant to the Civil Rights Act of 1964, Section 702 (42 U.S.C. 2000e I(a)), EMF has the right to hire only candidates who agree with the Company’s Statement of Faith. Also, as a religious non-profit organization, the Company is not governed by the CA Fair Employment and Housing Act. ”
