What are the responsibilities and job description for the Desktop Support Technician I position at Educational Media Foundation - K-LOVE & Air1?
Overview
Ready to be the hero behind every click, tap, and keystroke?
Join our team as a Desktop Support Technician and become the guardian of seamless digital experiences. In a world where technology reigns supreme, we're on a mission to keep our systems running smoothly, our users smiling, and our productivity soaring. If you're passionate about troubleshooting, problem-solving, and delivering top-notch technical support, then plug in and power up with us!
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 basic diagnostic procedures to determine source of error.
- Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems.
- Engage appropriate technical resources or escalate issues, as required.
- 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 basic instruction on software and hardware.
- Collaborate with Desktop Support Technicians to develop training materials.
- Perform 24 x 7 support for Programming department and all IT infrastructure.
- Participate in on-call rotation
- Other duties as assigned.
What are we looking for?
- AA degree in Information Systems, Business, or Communications; or equivalent. Microsoft, CompTIA, and Apple certifications desired (MCDST, A , ACSP).
- Experience with Windows and/or MAC configuration, deployment, and administration.
- Experience troubleshooting and resolving essential PC hardware and software problems.
- Must have the ability to multi-task activities such as documenting/updating/ troubleshooting notes and conversing on the phone.
- 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.
- Knowledge of all MS Office applications to include Outlook, Word, Excel, Access, and PowerPoint.
- Able to identify and resolve problems, gathering and analyzing information.
- 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.
What can we offer you?
- 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
Why work for K-LOVE?
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 singular 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, streaming audio reaching around the world, and a growing family of media ministries including podcasts, books, films, concerts, and events. K-LOVE employs nearly 500 team members between its office in Nashville, TN and field locations around the country. You can view our mission and values here Mission, Beliefs & Values.
"As an Equal Opportunity Employer, K-LOVE 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, K-LOVE 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, pursuant to the Civil Rights Act of 1964, Section 702 (42 U.S.C. 2000e I(a)), K-LOVE 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."