Technology - Desktop Support Analyst Tier III

Job Description

Who We Are

Creative Artists Agency (CAA) is the leading entertainment and sports agency, with global expertise in filmed and live entertainment, digital media, publishing, sponsorship sales and endorsements, media finance, consumer investing, fashion, trademark licensing, and philanthropy.  Distinguished by its culture of collaboration and exceptional client service, CAA’s diverse workforce identifies, innovates, and amplifies opportunities for the people and organizations that shape culture and inspire the world.  The trailblazer of the agency business, CAA was the first to build a sports business, create an investment bank, launch a venture fund, found technology start-up companies, establish a philanthropic arm, build a business in China, and form a brand marketing services division, among other innovations. Named Most Valuable Sports Agency by Forbes for eight consecutive years, CAA represents more than 2,000 of the world’s top athletes in football, baseball, basketball, hockey, soccer, in addition to coaches, on-air broadcasters, and sports personalities and works in the areas of broadcast rights, corporate marketing initiatives, social impact, and sports properties for sales and sponsorship opportunities.  Founded in 1975, CAA is headquartered in Los Angeles, and has offices in New York, Nashville, Memphis, Chicago, Miami, London, Munich, Geneva, Stockholm, Shanghai, and Beijing, among other locations globally. 

The Role

The Desktop Support Analyst Tier III provides expert technical support for desktop-related incidents and service requests. The role involves troubleshooting complex technical issues, researching solutions, and working with other IT teams to resolve incidents and fulfill service requests. The Desktop Support Analyst Tier III is responsible for accurately documenting incidents, prioritizing and managing tickets, and escalating incidents to higher-level support as needed. In addition, this role involves contributing to the development of new processes and procedures, providing training and support to lower-level support staff, and actively seeking ways to improve the desktop support function.

This role is critical to the CAA team as it is the lifeline of support for our customers. It is essential that this person be an excellent communicator and work well on their own and in a team. They will also be responsible for supporting senior-level staff up to the C-suite. The ability to communicate and present professionally is of the utmost importance.

Responsibilities

• Respond to and resolve complex technical incidents and service requests
• Troubleshoot hardware, software, and network issues related to desktop computers
• Access to high technical resources available for problem resolution or new feature creation
• Provide technical guidance and support to Tier I and Tier II support staff
• Research and implement solutions to resolve technical issues
• Attempt to duplicate problems and define root causes
• Document all incidents and service requests accurately in Service Now ticketing system
• Prioritize and manage tickets based on severity and urgency
• Escalate incidents to higher-level support as needed
• Communicate with end-users to keep them informed of the status of their incidents
• Maintain a high level of customer service and professionalism at all times
• Continuously expand knowledge of the company's technology and processes
• Contribute to the development of new processes and procedures for the desktop support function
• Provide training and support to lower-level support staff
• Actively seek ways to improve the desktop support function

Qualifications

• Strong written and verbal communication skills
• Great team player, fast learner and self-starter
• Ability to work well under pressure and prioritize multiple tasks
• Advance proficiency with Windows 10 & 11 and MacOS
• Advance Proficiency in Microsoft Office applications and operating systems
• Expert in troubleshooting issues with iOS devices, Conference Systems, Lenovo laptops and HP printers
• Experience with ticketing systems and remote support tools
• Aptitude for problem-solving and critical thinking
• Customer service orientation
• Ability to work in a team environment
• Ability to train and mentor lower-level support staff
• A+, Network+, and/or Microsoft Product related Certifications preferred
• ITIL Foundation, Microsoft or other IT certifications preferred
• 3-5 years of experience in a similar role is preferred

Environment 

CAA has a service-oriented collaborative environment where we help our colleagues and then focus on our own work. 

Please note: You will be required to