Workforce Support Technician

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role:
The Workforce Support Technician operates within WBD offices and provides both remote and in-person IT assistance across the organization. This role is essential in delivering front-line support for hardware and software issues, with a strong emphasis on excellent customer service.

Your Role Accountabilities:

• Provide on-site technical support for employees in WBD offices through the Tech Bar.
• Deliver remote and virtual support using Bomgar/Zoom or other remote tools.
• Manage incidents and requests assigned to Workforce Support via ServiceNow, ensuring timely updates.
• Utilize IT tools—including Okta admin, Active Directory, Intune, ServiceNow, and Zoom—to resolve issues at the first level.
• Accurately and promptly update incidents and requests in the ServiceNow ticket management system.
• Communicating with Tier 2 and Tier 3 support teams for incident follow-ups and escalations.
• Provide escalation support from Level 1 support using ServiceNow.
• Set up and break down IT equipment on desks as needed.
• Provide support for Windows, OSX, iOS, and Android operating systems.
• Support Apple and Dell devices.
• Review Techline and Knowledge Article updates regularly to stay informed about IT changes.
• Assist with printing and multifunction printer (MFP) setups within the WBD environment.
• Participate in global projects to deliver new services, as required.
• Perform other ad hoc responsibilities as requested by the Manager.

Qualifications & Experiences:

• High school diploma or equivalent required; bachelor’s degree preferred.
• Minimum of 2 years’ experience in technical support, providing both hardware and software assistance.
• Experience managing outages and technical incidents.
• Ability to work 100% onsite, with occasional remote work as business needs dictate.
• Availability for occasional night and weekend work, as needed (very rare)

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skill set, experience, and/or performance. Base pay is just one component of Warner Bros. Discovery’s total compensation package for employees. Pay Range: $62,157.00 - $115,434.00 salary per year. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Warner Bros. Discovery provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and sick time and vacation.