Desktop Support Analyst

About Us:
TMB is the community-driven entertainment company engaging more than 250 million consumers worldwide across streaming TV, social media, web and print. Our portfolio of brands including FailArmy, Family Handyman, People Are Awesome, Reader's Digest, Taste of Home, The Healthy, and The Pet Collective, is powered by content that's inspired and created by our fans. Together our community sparks curiosity, fuels laughter, and inspires people to live big, full, fantastic lives. Learn more about our brands, our data-driven marketing solutions, our award-winning licensing services, and much more at trustedmediabrands.com.
Location:
We have offices in New York, Milwaukee , Los Angeles, and Gurgaon. This position supports the Gurgaon, India office and is required to be onsite 3-4 days per week.
About the role:
The Desktop Support Analyst provides hands on, user support for all staff including executives and the C suite. The successful candidate will have excellent customer service skills, have a calm demeanor and the ability to de- escalate stressful situations. Provide accurate, timely, and known solutions to end user computer and networking problems of basic to moderately complex nature to ensure end-user productivity. Perform restorative and maintenance actions either remotely or at the end user’s location to resolve problems using basic troubleshooting and technical skills. Respond to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves, and configuration changes.
This role reports to the Manager, Infrastructure Operations and will have strong relationships with the other infrastructure support teams.
About you:
You should have a strong background in both Mac and Windows computing environments. This includes knowledge of the operating systems and common applications used on both systems. You should have experience using enterprise tools similar to Microsoft SCCM\Intune, Filewave, JAMF, O365 and Adobe. You should have excellent customer service skills and you should enjoy working with a team of experienced Infrastructure professionals, development team members and dedicated business leads and product owners.
Your day-day:
The Desktop Support Analyst is responsible for addressing user issues including service requests, trouble tickets, moves, adds, and changes in a timely manner:  

• Field service requests that come in through Jira, through chat, or other means - Address user issues quickly and professionally
• Image computers, both Mac and Windows, for new hires as needed - Conduct new hire onboarding\training
• Work with the other Infrastructure teams such as the Network, Server, and Devops support teams to resolve issues
• Walk users through using the software on their computers as needed - O365, Adobe Creative Suite, and VPN software as examples
• Work on projects as they come up and are assigned to you

You have:

• Professional appearance, excellent communication skills, customer service attitude and outstanding bed side manner when working with users
• 5+ years of experience supporting desktop operating systems and applications including Apple Macintosh
• Experience with MS Office 365 and MS Teams
• Experience with Adobe Creative Suite
• Experience supporting executives and interacting with all levels of company
• Able to work well as part of team as well as individually
• Experience using a help desk chat or telephone ACD system to provide support
• Willingness to travel between our offices if the need arises

About this team:
The IT Infrastructure services team at Trusted Media Brands is made up of seasoned/experienced IT professionals. This diverse team works closely together, sharing information across groups and helping each other out. Although you will be on the Desktop Support team you will have opportunities to learn from other areas in Infrastructure.
Our Benefits:
We value our people and offer a collaborative and engaging culture. As a Trusted Media Brands employee, you will enjoy work/life balance, generous time off and comprehensive benefits and programs. Learn more about what life is like working at Trusted Media Brands at https://www.trustedmediabrands.com/careers/.
India specific benefits

• Comprehensive Time Off policies
• Maternity and Paternity Time off
• Health Insurance & Wellness Benefits including access to OPD consultations*, Gym/Yoga studios, Teleconsultation/Telemedicine*
• Access to Mental Health Reimbursement
• Annual Sport Reimbursement and Home Office Reimbursement
• Office with in-house kitchenette

Trusted Media Brands embraces inclusivity and values our diverse community. We are committed to building a team based on qualifications, merit and business need. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
This role is offered by TMB through Jukin Media India Private Limited.