ZOO Digital are an award-winning cloud software company with offices in LA, Dubai, London, Korea, India and Sheffield UK. We help the biggest names in global entertainment to reach audiences everywhere with our high-quality localization and media services, adapting original TV and movie content for different languages, regions, and cultures.
Our Mission: To help our clients share their stories, by adapting the world’s most watched TV shows and movies into new formats and languages for international audiences to enjoy.
Our Clients: Major Hollywood studios and streaming services, like Disney, Netflix, NBC Universal, Paramount, Facebook, Sony, and HBO, among others.
Our Services: Dubbing, subtitling and captioning, audio description, metadata localization, artwork localization and media processing.
ZOO Digital’s state of the art technology services are backed by the award-winning bespoke software created by our ever-growing Research & Development team, ZOO Digital Labs. The team create cutting edge software solutions to supercharge our services and make our customers’ lives easier. To find out more, visit https://www.zoodigital.com/
ABOUT THE ROLE
Salary: $28-$30ph
Location: Office Based, El Segundo
ZOO Digital are currently seeking an IT Helpdesk Support Analyst to join their team based in El Segundo, CA. The IT team provides around the clock technical support to a wide range of ZOO Digital departments, covering the implementation, configuration, and maintenance of essential business systems and equipment. You’ll work within a supportive and progressive team with plenty of opportunities for professional and personal development - ZOO Digital’s technology is constantly evolving!
As an IT Helpdesk Support Analyst, you will perform activities associated with installing, diagnosing, maintaining, and servicing computer-related products, including but not limited to desktop & laptop computers, printers, network devices, and standard software. Your assignments will range in complexity from troubleshooting and repair to more difficult device repair, including reloading and re-imaging of PCs/laptops, and installing and optimizing HW/SW with minimal network products. You will also apply personal knowledge to resolve product support issues and will escalate accordingly.
Duties and responsibilities include:
Providing desktop support to all staff.- Assisting in the creation of various network accounts.
- Responding to emails from employees and customers seeking help with software- or computer-related issues
- Maintaining proper documentation in the Helpdesk ticket system meeting SLA timelines.
- Learning the functions and back end of our software programs so you can walk users through the steps to achieve specific goals.
- Aiding the development team in conceptualizing updates and upgrades that will enhance users' experience
- Walking customers through the steps by troubleshooting over the phone.
- Always maintaining a high level of courteous customer service.
- Maintaining a high degree of professionalism in actions, demeanor, and dress code.
- Implementing NTFS security
- Assignment/troubleshooting of laptops via internal systems. (Ninja, Jamf)
- Performing small Linux commands for certain processes.
- Installing and maintaining Windows, and Mac workstations/laptops and associated software and peripherals.
- Providing follow-up on problems or escalation
This is an office-based position working from our office in El Segundo, CA.
WHO ARE WE LOOKING FOR?
The IT Helpdesk Support Analyst role requires Windows, MAC OS, and some Linux experience. The role also requires Active Directory knowledge including NTFS permissions.
We are also keen to hear from applicants with the following skills and experience:
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Associate degree or equivalent from a two-year College or technical school; or 2+ years related experience and/or training; or equivalent combination of education and experience.
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Experience in moves, adds, or changes in Microsoft Active Directory.
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Experience in technical phone support and/or troubleshooting.
Computer Skills
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Knowledge of Windows (XP-Windows 11)-, Mac OSX Operating Systems.
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Knowledge in Mac OS cloning
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Knowledge in Windows OS cloning
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Linux knowledge is a plus
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Knowledge of post-production software such as Pro Tools, Final Cut Pro, After Effects, and Photoshop preferred.
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Knowledge of JAMF/Ninja software
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Knowledge of the Helpdesk ticket system (Freshservice preferred)
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Active Directory
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Entry-level network troubleshooting
Certificates and Licenses
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CompTIA A+ (must have)
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Network+ certification preferred.
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CCNA or MCSE certification a plus.
WHY CHOOSE ZOO?
Our technology is constantly evolving, so there’s never a dull moment with ZOO! Our team is made up of creatives, innovators, linguists, and collaborators from all corners of the world, and we employ the brightest and most original thinkers in our industry. Along with a competitive salary, we also offer excellent company benefits, which include;
Unlimited access to over 5,000 courses on Udemy for business
Medical, Dental, Vision
STD, LTD, Life Insurance
401k Plan
Share Save Plan
PTO/Sick Time
Paid Holidays
Membership Discount at Bay Clubs
Stocked Kitchen
We value all the folks that make ZOO a great place to work.