Title : Technical Support Analyst - Helpdesk Century City, CA Job type: Contract to hire after 90 days Schedule: Wednesday to Sunday or Thursday to Monday. Wed - Fri 1PM - 10PM or 2PM to 11PM Sat & Sun 9AM - 6PM (Weekend days are work from home) Job Description: The Technical Support Analyst is responsible for the overall technology needs of staff with roles essential to the day-to-day operations of the Walt Disney Company and provides priority response and resolution for all reported technology issues. • Rapid response and ownership of issues and requests reported by customers in person, and via telephone, email or support ticket • Document and report on all work performed on behalf of customers • Maintain accurate inventory and support records • Work with service providers to expedite and resolve issues impacting productivity • Produce verbal and written status reports with emphasis on high-profile issues • Adhere to company and business unit policies and standards • Establish and maintain relationships with service providers, manufacturers, resellers and contractors • Exercise discretion as appropriate • Proactively monitor, assess and address support requirements • Create system and support documentation as required • Provide backup scheduling support to Post Production Engineering Requirement: • Well-developed sense of urgency • Enthusiasm, resilience, and a positive attitude • Maintain a professional appearance • Enjoy working on a team and comfortable sharing responsibilities • Superior customer service and people skills • Must be an exceptional communicator • Field experience supporting a variety of technologies and services (see below) • Advanced technical abilities including solid troubleshooting skills applicable to Windows, Apple, and virtual operating systems • Strong networking knowledge with an emphasis on TCP/IP protocol, Microsoft Exchange, and Active Directory • Work and complete projects with minimal supervision • Attention to detail • Ability to juggle time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure • Business Casual Dress, Reliable transportation • Lift, carry and transport computer equipment LIST OF TECHNOLOGIES - (Inclusive of, but not limited to) Windows 7, Windows 8, Mac OS, Linux rience NOT required but would be a PLUS, iOS, Blackberry, Android, Active Directory, Cisco VOIP, JAMF Casper, Video Conferencing, remote connectivity (i.e. Log Me In or Bomgar), Citrix, virtualization (i.e. vmWare or Parallels), VPN connectivity, TCP/IP networking, wireless and mobile networking, Mobile Device Management (i.e. Mobile Iron), Microsoft Office Suite, Microsoft Exchange (on-prem and Office 365 cloud), A/V equipment, Helpdesk ticketing systems (i.e. Service Now, SysAid), hard drive encryption products (i.e. Apple Filevault, PGP, Credant), enterprise backup products (i.e. Connected Backup), SAP, SCCM, Microsoft deployment tools, network printing, consumer/home/soho network equipment (i.e. routers, switches, wireless access points, powerline ethernet adapters, etc.) DAILY TASKS • Answer calls coming in to the support line and assist users (escalate as needed) • Check ticket queue, emails and voicemails for any overnight escalations • Check team member out of office status for proper coverage in all areas • Check ticket queue for assigned zones • Any open tickets that have been not assigned • Check aging tickets for status • Check pending tickets to see if intervention or additional resource is needed • Reassign or escalate any tickets as needed • PPE Scheduling support as needed • Check and handle Disney compliance and access issues Indotronix is an Equal Opportunity Employer