Service Desk Analyst I

WHO WE'RE LOOKING FOR As a key part of the Recording Academy’s Information Technology department, we are looking for a service-oriented and collaborative Service Desk Analyst I to receive, record, track, and follow up on all service requests and incidents for the Latin Recording Academy, the Recording Academy, and its affiliates. In this hands-on technical role, you are Tier 1 support for the Latin Recording Academy office in Miami and support both onsite and remote users as needed across all affiliates. You strive for first call resolution while referring more complex problems to Tier 2 and Tier 3 technical staff as needed. This is an onsite role that may require some national and international travel for periodic team meetings and Latin GRAMMY week. WHAT YOU'LL DO Accurately document, triage, resolve, and follow-up on support tickets, Coordinating and/or serving as initial contact via telephone, email, web, etc. for individuals needing technical assistance or service requests. Perform basic computer, mobile, printer software, hardware, and other IT setup and troubleshooting onsite, on the phone, and by using remote technology. Play a major role in the onboarding of new hires and termination of staff to ensure timely creation or deactivation of accounts, readiness and delivery or recovery of necessary hardware (computer, mobile), and ongoing communication to all involved. Create, maintain, and troubleshoot the conference room audio/visual equipment, particularly Zoom Rooms. Provide support for audio/visual needs including setup and installation of media equipment such as speakers, microphones, TVs, and cameras for committees and live events. Perform basic network and security setup and troubleshooting for switches, routers, APs, MiFis, and security cameras. Maintain a...