Help Desk Coordinator - Remote

Wasserman powers the business of sports, music, entertainment and culture. We serve clients with exceptional insight, influence and creativity, while making a positive impact on our industry and each other.

Founded in 2002, Wasserman represents many of the world's most iconic sports and entertainment figures, musical artists, brands and properties, empowering them to shape culture and captivate audiences worldwide. We operate globally across more than 45 cities, 23 countries and six continents. For more information, please visit www.teamwass.com.

Wasserman is looking for a hands-on, high-energy team member, who has experience in IT support. You will be responsible for helping end-users by providing support and resolving issues.

We put the "Team" in Teamwork! In addition to connecting every day, we have weekly IT meetings where we catch up and discuss current issues and projects. Whether you are working in the office, from home, or traveling to a remote office, know that you have a team that will assist you and a team lead that works with you directly to assist with your career goals and ensure you feel like part of the family.

Communication! Our team would not be the team that it is today without excellent communication. This is also reflected in how we treat our users and clients. We pride ourselves on being the best in end-user and client satisfaction.

Keeps moving forward: The IT landscape is constantly evolving and events like COVID-19 have reinforced that mindset. Wasserman runs at the bleeding edge of technology and that requires you to have the training to work on new networks and environments. Business as usual to us means continuously learning and providing exceptional support.

Duties & Responsibilities:

• Contribute to the Onboarding/Off-boarding process of employees by deploying and personalizing computer systems, email accounts, network credentials, and remote access, as well as removal of all privileges.
• Manage and maintain inventory asset management.
• Maintain and provide training and instructional materials for new-hire orientation.
• Manage end-user perceptions and build strong internal relationships; develop an end-user philosophy that ensures satisfaction.
• Document issues by explaining the problem, work done on the incident, and resolution.
• Maintain formal helpdesk procedures for consistency and increased productivity; communicate and enforce the procedures within the company.
• Contribute to a team effort by accomplishing related results as needed.
• Facilitate the resolution of technology issues and walk the user through a series of steps to determine problem; classify level, priority, and nature of problem.
• Monitor, open, track, respond to, and close incident tickets in the IT Ticketing System; ensure problem ownership and promotes end-user satisfaction; escalate tickets as necessary to proper groups; track activities of technical support specialists to whom tickets were assigned.

Requirements

• Ability to perform in a fast-paced environment and handle and manage multiple workloads, priorities, and deadlines patiently and efficiently.
• Possess personal drive to start a project and see it through to completion.
• Ability to effectively communicate technical issues to non-technical people at all levels.
• In-depth knowledge of Microsoft/Apple software to address employees' day-to-day needs.
• On-call availability and able to respond remotely from any location.
• Well-developed analytical and problem-solving skills, attention to detail and highly organized.