Support Analyst
UTA Ventures is the venture division of United Talent Agency.
About UTA Ventures
UTA Ventures seeks out, builds, and accelerates innovative businesses that change how people live, work, and play. It operates at the intersection of entertainment, commerce, and technology, partnering with talent to build companies, extend brand platforms, and expand into new categories. The division also invests in growing startups, including businesses in the creator economy, frontier technology, and the future of entertainment.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide on-site audiovisual and conference-room support, receive and resolve end-user help requests, and assist users through remote support tools. You will document, track, test, and follow up on support issues, dispatch on-site assistance when necessary, and troubleshoot systems, devices, software, and networking issues.
Requirements
- 2+ years of IT experience
- Experience working with unfamiliar technologies and providing solutions
- Ability to meet deadlines and service level agreements in a fast-paced agile environment
- Verbal and written communication skills
- Familiarity with ticketing systems
- Knowledge of Windows 11, macOS, and Microsoft Office 365 support
- Troubleshooting methodology
- Working knowledge of Active Directory, Android, iOS, Slack, Box, Teams, and Zoom
- Understanding of networking principles including IP addressing, subnets, routing, and switching
- Knowledge of antivirus, backups, virtualization, printer troubleshooting, and telephone troubleshooting
- Problem-solving skills
Responsibilities
- Provide support for on-site AV systems, including Zoom Rooms, screenings, and conference room setup
- Field incoming help requests from end users by telephone and email
- Support users with technical issues using remote support technologies
- Dispatch team members for on-site assistance when issues cannot be resolved remotely
- Document end-user identification information and issue details
- Record, track, and document the help desk problem-solving process through final resolution
- Test fixes to ensure problems are resolved
- Perform post-resolution follow-ups to help requests