Do you have a love for technology and its potential to enhance your life and those around you? Are you interested in a fast-paced organization with opportunity to make a positive impact every day? The IT Support Plus team is looking to add an enthusiastic, empathetic, and driven individual to help scale our team to new heights! Our team is nested in our Corporate Services department, which consists of close-knit, passionate, and knowledge-thirsty members from a variety of backgrounds, that are tasked with guaranteeing a flawless technology experience for our fellow Streamers.


Responsibilities


+ Provide tier 1 and first contact support, which includes receiving calls, opening and logging incidents and tasks, addressing issues that can be quickly resolved and routing/raising trouble tickets to the appropriate resource.

+ Installing, configuring, diagnosing and repairing Apple and Windows hardware.

+ Adhering to defined expectations for ticket response times and ticket etiquette related to end user interaction and resolution notes.

+ Strategically prioritize calls to ensure those that have a critical impact on the business are resolved first.

+ Aim for first contact resolution and demonstrate an appetite to learn how to increase this metric

+ Seeking support from Helpdesk Lead and or Supervisor for calls that pass their due dates, or where more experience is required in resolving a call.

+ Support remote offices, users, and events.

+ Participate in on-call rotation.

+ Perform duties as required to accomplish the objectives of the department.


Basic Qualification


+ Minimum 2 years experience in Help Desk Support or an equivalent combination of education and experience in an enterprise environment.

+ Superb interpersonal skills and ability to clearly communicate steps to resolve end users issues.

+ Demonstrated understanding of the latest Mac OS and the two versions preceding it.

+ Solid Grasp of Current Windows Operating Systems up to and including Windows 11.

+ Knowledge of and the ability to diagnose issues with O365 suite.

+ Knowledge of Microsoft Active Directory Administration.

+ Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.).

+ Knowledge of Mail clients - Outlook for Mac, Apple Mail, Outlook for PC.

+ Strong Customer Service mentality and strong multitasking ability.

+ Smartphone support experience.

+ Dedication to end-user efficiency.

+ Good problem solving and root cause analytical capabilities.

+ Understanding of accountability and a sense of urgency when needed.

+ Positive working demeanor and be a committed team player.


**Job ID:** 10004786

**Location:** Seattle,Washington

**Job Posting Company:**
The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.