Service Desk Analyst I

WHO WE'RE LOOKING FOR

As a key part of the Recording Academy’s Information Technology department, we are looking for a service-oriented and collaborative Service Desk Analyst I to receive, record, track, and follow up on all service requests and incidents for the Latin Recording Academy, the Recording Academy, and its affiliates. In this hands-on technical role, you are Tier 1 support for the Latin Recording Academy office in Miami and support both onsite and remote users as needed across all affiliates. You strive for first call resolution while referring more complex problems to Tier 2 and Tier 3 technical staff as needed. This is an onsite role that may require some national and international travel for periodic team meetings and Latin GRAMMY week. 

WHAT YOU'LL DO

• Accurately document, triage, resolve, and follow-up on support tickets, Coordinating and/or serving as initial contact via telephone, email, web, etc. for individuals needing technical assistance or service requests. 
• Perform basic computer, mobile, printer software, hardware, and other IT setup and troubleshooting onsite, on the phone, and by using remote technology.
• Play a major role in the onboarding of new hires and termination of staff to ensure timely creation or deactivation of accounts, readiness and delivery or recovery of necessary hardware (computer, mobile), and ongoing communication to all involved.  
• Create, maintain, and troubleshoot the conference room audio/visual equipment, particularly Zoom Rooms.
• Provide support for audio/visual needs including setup and installation of media equipment such as speakers, microphones, TVs, and cameras for committees and live events.
• Perform basic network and security setup and troubleshooting for switches, routers, APs, MiFis, and security cameras.  
• Maintain a high degree of responsiveness to customers after initial contact by providing informative status updates and follow-up until a solution is achieved. 
• Escalate more complex problems to relevant staff for resolution. 
• Participate in or lead projects as assigned. 
• Effectively communicate and collaborate with all functional areas within the Academy and its affiliates.  
• Work with a sense of urgency on a collaborative team while providing exemplary customer service.    

SKILLS & EXPERIENCE

• Bachelor’s degree or training and certification in a related IT field or program of study. CompTIA A+ certification preferred.
• Fluency in Spanish required. Portuguese a plus.
• 1-3 years of experience in the direct delivery of IT support including in a call center/service desk environment.   
• Functional experience with Mac and PC operating systems and deployment of laptops as well as supporting Microsoft O365 users.
• Knowledge of Active Directory and experience with account provisioning. 
• Consistent use of best practices and methodology when troubleshooting service issues.  
• Knowledge of TCP/IP networking and AV equipment.
• Exemplary customer service, attention to detail, and follow-through. 
• A sense of urgency with the ability to resolve problems quickly and accurately.   
• Professional verbal and written communication skills.