Resi Media, LLC is a technology company broadcasting content for thousands of organizations around the globe.  The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations, all over a standard internet connection, Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry.

 

At Resi Media, the Information Technology team is tasked with the sole focus of supporting the business so that we can provide a great product and support experience to all of our customers. The internal teams at Pushpay have a high dependence on their information systems. Our continued growth and effectiveness as a team pivots around our reliance on our internal toolset. The Pushpay Support Analyst I is responsible for ensuring that all staff are given the best support possible so they can leverage the maximum outcomes that our toolsets can provide. The IT Support Analyst I is a focused, approachable, talented individual who takes pride in not only their technical execution, but also bridging the gap for the internal users so that every issue that frustrates their efficiency is quickly and efficiently dealt with in a respectful and pleasant manner. If you are passionate about applying your skills to technology-based business, we want to hear from you! 

 

Essential Job Duties:

  • Interact with customers via telephone, e-mail, IM/chat, and social tools, to provide technical support
  • Resolve customer issues including troubleshooting hardware and software issues
  • Perform user administration duties such as account creation, password resets and access controls
  • Provide excellent written documentation for both internal IT and customer use
  • Assist in facilitation of company wide stand up and individual team meetings upon request
  • Coordinate and execute work relocation requests
  • Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed
  • Provisions and prepares workstations using standard images setup and install new workstations, loaners and other workstation related equipment
  • Maintain the internal service ticketing platform by creating, resolving, and following-up on each ticket to ensure the issue is resolved to the staff member’s satisfaction
  • Ensure that all service levels are met. Communicate to leadership any issue that may inhibit us meeting our internal service levels
  • Provision and de-provision users according to the internal procedural guidelines and direction of the HR department
  • Setup and configure hardware and software for new users
  • Maintain access registers and audit records of user access within the platform
  • Ensure all physical security access is managed according to company guidelines
  • Platform Support and End User Training
  • Maintain a library of training materials that can be used by the HR team in the induction of new users
  • Represent Pushpay’s core values in the way that you approach every problem, in the way you communicate to staff and in the level of execution that you bring to every

Qualifications:

  • 1-3 years of hands-on experience working in an end-user desktop support role or computer operations environment
  • Strong communication skills
  • Result driven and team oriented
  • Follow-up and follow through without being asked
  • Self starter with a strong work ethic and the ability to work with minimal supervision and alone when necessary
  • High energy personality that contributes to a positive and healthy work environment
  • Strong attention to detail
  • Windows 10 / Mac OS
  • Basic understanding of TCP/IP, DNS and DHCP 
  • JAMF / Better Cloud Knowledge
  • Basic understanding Microsoft Office 365
  • Computer deployment and migration experience
  • Basic understanding of G-suite 
  • Able to provide remote support for desktop, handheld smartphones and tablets
  • Printer / peripheral device troubleshooting
  • Ability to work in-office five days per week
  • Potential for 5% travel

Work Environment & Physical Demands

This job operates in a professional office environment. This role consistently operates standard office equipment such as computers and phones. It requires the ability to remain in a stationary position roughly 50% of the time, as well as the ability to move about the office regularly (accessing files/storage, office equipment, computers and other office productivity devices, setting up and attending to meetings, etc.) and the ability to lift at least 50 lbs. This description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned. 

Locations: Allen, TX

Position Status: FT Exempt

Salary Range: $55,000-$65,000 per year


If you don’t meet every qualification, please don’t be discouraged to apply! We hire for talent and passion over experience. More information about our benefits can be found at www.resi.io/jobs.

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