Technical Assistant (US, only: CA, NY, DC)

Description We are UMG, the Universal Music Group. We are the worlds leading music company. In everything we do, we are committed to artistry, innovation, and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audio-visual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute, and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world. How we LEAD: This job exists to support the UMG user community, providing high quality technical assistance and customer service to ensure that all technology related resources are working correctly, and that company personnel are able to effectively use them.The Technical Assistant supports UMG's Information Technology function by providing day-to-day technical assistance to staff, troubleshooting hardware, software, and network issues, and assisting with system maintenance and IT projects. This role ensures smooth operation of IT services, supports end-users with technical guidance, and collaborates with IT teams to maintain systems, documentation, and service quality How youll CREATE: Receives and responds to user requests and ensures that they are thoroughly resolved in a timely manner, meeting or exceeding the terms published in the IT service level agreement, and that proper call ticket documentation is completed. Carries out duties and responsibilities as assigned and prioritized by the Technical Services Lead. Configures and installs or upgrades workstations to company specifications as necessary. Provides front-line response to problems related to e-mail, network access, user difficulties with standard software applications, and installation of standard PC-based hardware and software applications. Provides technical support for all UMG-supported remote locations as directed. Works with Global Service Desk to facilitate user account setup and administration including, active directory, Exchange, Global Protect VPN, Lawson, and various others. Position is also responsible for assisting users with account and remote access issues. Regularly required to sit Requires motor skills to operate a keyboard and basic office equipment Occasionally required to stand and walk Ability to communicate over the phone and in person Occasionally required to lift up to 25lbs Other duties and responsibilities as assigned Bring your VIBE: Exceptional customer service understanding and orientation, and the ability to work effectively with all levels of the organization. Strong demonstrated knowledge of and experience with Windows desktop Operating Systems and Mac OSX. Strong demonstrated knowledge of and experience with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint). 2-4 years experience in desktop support or related position.