IT Support Technician

Job Description

Sinclair Digital is a division of Sinclair Broadcast Group with dual headquarters in Seattle, WA and Hunt Valley, MD. Sinclair Digital was formed in February of 2014 with the goal of making the nation's largest broadcaster a leader in digital media and content distribution on all platforms. In the past 6+ years, Sinclair Digital has amassed a 100+ person team of innovative leaders, designers, developers and testers that are launching digital properties and new brands on web, mobile, and ott devices that reach more then 40 million people every month. This effort is powered by a proprietary media management and publishing platform that automates processes and production of content in unique and compelling ways. Sinclair Broadcast Group, Inc. is proud to be an Equal Opportunity Employer and Drug Free Workplace!

Contribute to the development, and maintenance of IT systems, networking, computer configuration and setup. Works with end user to ensure systems operate smoothly, and efficiently while resolving technical issues as they arise. Provide 24x7 / 365 Tier I and Tier II technical support to the Sinclair Digital end user community. Support is provided in the form of answering phone calls, incident and task queue management, on-call activities and project tasks.

This position will require working in the Seattle office Monday-Friday 8am-5pm Pacific Standard Time

Key Result Areas:

Network, Compute, and Mac based systems:
• Contributes to the development, maintenance, and/or installation of IT systems, network, or computer configuration and setup
• Installation and configuration of operating systems, enterprise IT systems, and application software
• Performs high-level root-cause analysis for system/service interruptions and works with peers to create preventive measure plans
• Prioritizes ''resilience'' and ''maintainability'' with systems over ''getting it done''
• Strives to avoid negative impacts to customers of systems by building SOP, SLA, and SLO compliant systems
• Resolves well-defined tickets in a reasonable timeframe
• Communicating effectively with end users and stakeholders in a timely manner
• Troubleshooting PC-based computer hardware
• Virus/Spyware removal
• Printing (local and remote)
• VPN setup and operation (client and server)
• Wireless (WiFi) protocols and security
• Outlook/Office 365 Configuration
• Strong understanding in area of Technical Support

Knowledge Sharing & Collaboration:
• Actively listens and participates in team discussions
• Incorporates feedback from system reviews
• Contributes to documentation such as wikis and readme documents
• Follows up when blocked
• Participates in troubleshooting other team's systems where appropriate
• Update customer data and produce activity reports
• Utilize excellent customer service skills and exceed customer expectations
• Ensure proper recording, documentation and closure of tickets
• Expertise with onboarding and off-boarding technical tasks
• Perform IT inventory (software and hardware), conduct IT department annual certifications and audits, perform customer support in common applications

Learning:
• Learns about system ecosystem in-depth
• Learns from team members and applies learning to their work.
• Learns the tools and techniques necessary to grow toward IT Support Technician II

Communication:
• Communicates complex information to technical and nontechnical team members
• Ability to maintain the highest levels of confidentiality regarding student/staff IT related issues
• Asks for guidance when necessary
• Communicates technical requirements effectively
• Ability to maintain the highest levels of confidentiality regarding IT related issues
• Communicates their understanding of acceptance criteria, and business requirements

Physical Demands/Work Environments:
• ''On-Call duty, included weekends and holidays'' ''Provide tier 1 on-call support, included weekends and holidays''
• Ability to lift up to 50 lbs.
• Ability to carry and use tools and equipment
• Ability to bend, stoop, and crawl
• Ability to climb ladders

Required Qualifications:
• 5+ years of related experience
• Excellent written and verbal skills
• Ability to prioritize, multi-task and follow-through with minimal direction
• Proficient in the use of Microsoft Office programs, including Word, Excel and Outlook
• Intermediate knowledge of Windows 10
• Rudimentary knowledge of Mac OS
• Foundational knowledge of Active Directory Users and Computers (ADUC)
• Familiarity with SCCM Imaging and Remote Control
• A+ Certification
• High School Diploma or GED

Preferred Qualifications:
• Bachelor's degree
• O365 Administration
• Intermediate Mac OS experience
• Microsoft 365: Modern Desktop Administrator Associate certification

Above the Line:
• Authentic Communication - listening more often than speaking; give speaker full attention and focus on their content rather than thinking about how to respond; ensure your own message is understood (ask for feedback); avoid ambiguous verbiage
• Constructive Negotiation - work collaboratively with your team and across the organization to move things forward in a constructive way
• Impeccable Coordination - ensure all key stakeholders are aligned and informed of progress towards goals and objectives

Sinclair Broadcast Group, Inc. is proud to be an Equal Opportunity Employer and Drug Free Workplace!

The base hourly compensation range for this role is $33.65 to $38.94 per hour. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location. Full time positions are eligible for benefits that include participation in a retirement plan, quarterly and annual incentive plan bonuses, life and disability insurance, health, dental and vision plans, flexible spending accounts, 15 paid vacation days, 2 paid personal days, 9 paid holidays, 40 hours of paid sick leave, parental leave, and employee stock purchase plan.

Jobcode: Reference SBJ-rz4413-18-118-122-239-42 in your application.