IT Service Desk Analyst

Are you looking to further your career with an industry leading, global children’s entertainment company?

At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that’s why we want you!

What’s it like to work here?

Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making; we are building a legacy and welcome individuals with a proven track record of driving results.

Job Description:

We are looking for a Level II IT Analyst to provide first and second level support to our Long Island City office. The successful candidate will report to our IT Manager, and be responsible for: maintaining and actioning ServiceNow incidents; triaging incoming calls to determine priority; provide exceptional customer service to the Spin Master staff which will include new user setup, moves/adds and replacement of computer equipment; troubleshooting desktop and software issues, and on-demand problem solving.

What we can expect from you:

Action incoming service desk support, by helping users with applications, computers and software.

Action Service Desk software requests by installing role/department specific applications at the customer’s request and manager’s approval.

Action New Hire Request with setting up account in AD after workday integration, 365, Avaya and Zoom.

Troubleshoot and maintain user workstations i.e. laptops, docks, monitors, Cintiqs and I/O devices, cellphone, hotspots and device changes.

Removing account in AD after workday integration, 365, Avaya and Zoom.

Retrieval of equipment, backing up user data, converting mailboxes, and preparing laptop/computer device for next user.

Meet SLA’s in ServiceNow

Troubleshoot and maintain Wifi stability. Escalate to Network team when needed.

Troubleshoot and maintain conference room equipment and Zoom equipment.

Assist staff with meetings and PDR Conferences.

Assist guest and global team members with network services.

Assist with Toy Fair (seasonal)

Who is a good fit for this team:

Advanced knowledge of Windows & MAC Support OS, software, and hardware knowledge.

Microsoft Office support for software Level Support of Outlook, Excel, PowerPoint, etc.

Knowledge supporting Zoom audio/video and connectivity support. Escalate to AV team as needed.

Strong knowledge of Microsoft environment/tools (AD/Office/Windows/etc.)

Strong knowledge of technology components and how they interact (PCs, peripherals, network, file shares, VPN, Office365, security and applications)

Strong organizational skills with ability to prioritize tasks, work under pressure and balance the workload of team members.

Strong ability to create/maintain/modify new/existing technical documentation.

Strong communication skills (telephone/email/in person) to both technical and non-technical users.

Experience with computer imaging processes and procedures.

You should apply if you have the following:

Minimum 2-3 years Help Desk experience.

A degree in Computer Science, Information System or minimum five (5) years related experience.

Proven proficiency with Office 365, Mobile devices, Wireless Technology, SCCM, Polycom and Video Conferencing solutions, Microsoft Windows 7, Windows 10, Windows 200X and Windows 2012 operating systems including Microsoft Active Directory.

Experience working in the entertainment industry would be an asset.

Experience providing front line customer service in a busy IT environment.

Understanding of Microsoft networks, Web Browser, Microsoft Office Professional Software Suite, Enterprise Anti-virus software and Mac’s.

Knowledge of Avaya phone systems.

Above average customer service skills.

Good communication and interpersonal skills.

Ability to perform effectively in high pressure situations.

Knowledge of the following would be an asset – Maas 360 and Service Now.

Demonstrated ability to work well in a team and interact effectively with others.

Excellent analytical and problem-solving skills with the ability to handle multiple concurrent assignments.

Knowledge of ITIL Foundations.

Ability to plan, implement, test, and troubleshoot system software and hardware.

Additional nice to haves:

Azure (Blob and container support/Security and Intune Support)

SAP

EMUN1 – Software level support.

Keyshot – Installation and Software layer support.

Adobe – Installation and application layer support. License assignment

AutoDesk – Installation and application layer support.

SolidWorks – Installation and application layer support.

Rhino – Installation and application layer support.

Avaya IP Office – User and extension creation. Call Flow configuration and troubleshooting. Call routing and line management. Auto Attendant configuration.

One Drive – Sync Error Troubleshooting and mobile installation.

SharePoint – Level 1 Support

Teams – Team configuration and troubleshooting. Collaboration support. Channel Management and security.

What you can expect from us:
Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun. From top leadership to new and veteran team members alike, everyone at Spin Master embodies our Core Values:

Integrity

Open Mindset

Innovation

Partnerships

Collaboration

Driving Results

Entrepreneurship

We do appreciate all interest; however only those selected for interview will be contacted.