Desktop & A/V Support Engineer

Ascap; United States; Remote; USD 90,000 - 95,000; Full time

Benefits offered by this job

Health care options

401(k) plan with company match

Generous time-off policy

Commuter benefits

Vision plan

Pet health insurance

Job summary

ASCAP in New York seeks a Desktop & A/V Support Engineer to join the Global Technology Solutions team. You will primarily support Macs and AV systems, while providing Windows assistance as a secondary focus.

You will troubleshoot complex hardware/software issues, design and maintain policy configurations with JAMF, BigFix and Intune, and support Webex, Zoom, Teams, and Meet. The role requires in-office presence three days a week and travel as needed.

Qualifications

• Bachelor’s Degree in computer science or a related field preferred.
• ACSP and/or ACITP certifications preferred.
• 3+ years of relevant experience troubleshooting Mac/MS and PC hardware/software.
• Ability to communicate with peers and senior management.
• Experience with Mac endpoint patching platforms using JAMF.
• Experience supporting Webex, Zoom, MS Teams and Google Meet.
• Experience supporting AV production environments and events.
• Experience with Intune and BigFix.
• Hands-on desktop support in a large enterprise environment.
• Willingness to travel; in-office 3 days/week.

Responsibilities

• Troubleshoot Mac/PC hardware and software issues with focus on device security.
• Support enterprise Mac/PC standards and strategy.
• Support OS, application, mobile, virus and hardware issues for users.
• Design and maintain Mac JAMF and PC BigFix/Intune policies.
• Support conferencing systems including Webex, Zoom, MS Teams and Google Meet and room hardware.
• Support AV production at internal & external events.
• Develop automated workflows to manage Mac endpoints.
• Maintain inventory database and asset management.
• Assist with root cause analysis for Apple/PC devices.
• Write and maintain incident response documentation; provide high-touch support to ASCAP executives.

Skills

Mac/PC troubleshooting

JAMF management

Video conferencing tools

AV production

Cisco hardware

Shell scripting

Travel

In-office 3 days/week

Education

Bachelor’s Degree in computer science or related field

Tools

JAMF

BigFix

Intune

Job description

About ASCAP

The American Society of Composers, Authors and Publishers (ASCAP) is a membership association of more than one million songwriters, composers and music publishers, and represents some of the world’s most talented music creators. Founded and governed by songwriters, composers and publishers, it is the only performing rights organization in the U.S. that operates on a not-for-profit basis. ASCAP licenses a repertory of over 20 million musical works to hundreds of thousands of businesses that use music, including streaming services, cable television, radio and satellite radio and brick and mortar businesses such as retail stores, hotels, clubs, restaurants and bars. ASCAP collects the licensing fees; identifies, matches and processes trillions of performances every year; and returns nearly 90 cents of every dollar back to its members as royalties. The ASCAP blanket license offers an efficient solution for businesses to legally perform ASCAP music while respecting the right of songwriters and composers to be paid fairly. ASCAP puts music creators first, advocating for their rights and the value of music on Capitol Hill, driving innovation that moves the industry forward, building community and providing the resources and support that creators need to succeed in their careers. Learn more and stay in touch at www.ascap.com, on X and Instagram @ASCAP and on Facebook.

Job overview

We are looking for a motivated, detail-oriented individual with strong Mac devices and Audio Visual skills. This role will be part of our existing team of desktop engineers, primarily focused on Macs and Audio Visual support, with a secondary focus on Windows support.

The Desktop & A/V Support Engineer prioritizes and ensures timely responses and resolutions to requests and incidents for our Mac and conference room users. This role will provide IT support for hardware and business applications while also supporting AV functions such as video conferencing and events with AV components. Additionally, the Desktop & A/V Support Engineer will shift and adjust priorities based on changing business needs in our dynamic environment, while also remaining task-oriented to ensure completion of work from start to finish with appropriate solutions. This role will provide high-touch concierge support for senior ASCAP executives.

The Desktop & A/V Support Engineer within the Global Technology Solutions department is based in our New York office and reports to the Director, Support Services. This position is subject to ASCAP’s in office policy.

Areas of Responsibility & Accountability

• Troubleshoot, diagnose, and resolve complex Mac/PC hardware and software issues with a focus on device security.


• Support and continually review enterprise Mac/PC client hardware / software standards and strategy.


• Support client OS, application, mobile, virus, and hardware issues for users.


• Design, implement, and maintain both Mac desktop group policy using JAMF and PC desktop group policy using BigFix and Intune.


• Support and troubleshoot conferencing systems including platforms such as Webex, Zoom, Microsoft Teams and Google Meet, as well as hardware room systems.


• Support the AV production at internal & external events.


• Work with vendors to design and maintain hardware and software standards.


• Develop automated workflows and technologies to efficiently manage Mac endpoints.


• Maintain an inventory database, assign hardware and software assets, and manage warranty and service agreement information.


• Assist with root cause analysis as it relates to Apple/PC computers and all peripheral devices.


• Interact with IT and AV vendors, and management, to ensure solutions are being provided for all escalating tickets.


• Independently resolve complex, break/fix issues in person or via telephone.


• Be available as needed and provide high-touch technical support to onsite and remote members of ASCAP Senior Management.


• Write, maintain and implement systems documentation for incident responses and recurring issues.


• Other projects and duties as assigned.

Qualifications & Requirements

• Bachelor’s Degree in computer science, or a related field preferred.


• Apple Certified Support Professional (ACSP) and/or Apple Certified IT Professional (ACITP) Certifications preferred.


• 3+ years of relevant working experience, including troubleshooting, diagnosing, and resolving complex Mac/MS and PC hardware and software issues.


• Ability to communicate seamlessly and work productively with peers and senior management.


• Experience with Mac endpoint patching platforms and administration procedures using JAMF.


• Experience supporting Webex, Zoom, MS Teams, and Google Meet.


• Experience supporting AV production environments and events.


• Experience with Microsoft desktop imaging and distribution platforms such as Intune and BigFix.


• Hands-on desktop support experience in a large enterprise environment preferred.


• Experience working with anti-virus platforms preferred.


• In-depth understanding of Mac based hardware, software, and peripherals.


• Experience with Cisco conferencing hardware including room kits, boards, and peripherals.


• Shell scripting experience is a plus.


• Ability to work flexible hours, adjusting set shift hours or days when needed.


• Ability to travel to other satellite offices when needed.


• Interest in audio engineering and event production is a plus.


• This position currently requires the incumbent to be in the office three days per week.

Compensation/Benefits

Besides providing a unique and dynamic work environment, there are a few other reasons you should consider ASCAP in your career planning. We also offer generous benefit options that are comprehensive and provide the flexibility that most employees want and need. These health care and financial plan options include the following:

• A choice of either network-only provider medical and dental plans or more flexible medical and dental plans where you can see providers in or out-of-network


• Vision plan that offers both in and out-of-network provider options


• 401(k) Plan that offers pre-tax, Roth, and an after-tax employee contribution option, including a company match for pre-tax and Roth contributions


• An additional employer paid discretionary profit share contribution, regardless of your participation in the 401(k) Plan


• Generous time-off policy


• Health care and dependent care flexible spending accounts


• Short-term disability insurance/salary continuation and long-term disability insurance


• Company provided basic life and accidental death and dismemberment insurance


• Employee gym discounts at select gyms


• Commuter benefits


• Voluntary pet health insurance


• Voluntary auto and homeowner’s insurance


• Voluntary employee, spouse, and dependent life insurance options


• Voluntary legal plans


• Voluntary ID protection coverage

The above summary of the current benefits is subject to the terms and conditions of the benefit plan documents. This summary is not complete and is subject to the terms of the underlying plan documents. Please note that ASCAP reserves the right to amend or otherwise revise or terminate, at any time and in its sole discretion, its benefit plans, programs, and policies.

Occasional travel for in-person meetings may be required.

The anticipated base salary range for this position is $90,000.00 to $95,000.00 and will be determined on an individualized basis depending on several factors that are unique to each candidate including geographic location (due to differences in the cost of labor), skills, education and prior relevant experience.

Please be aware that ASCAP is not a nut-free or other allergen-free workplace.

ASCAP is an equal opportunity employer. All ASCAP employment decisions are made on the basis of individual qualifications and performance and not on the basis of race, national origin, ethnicity, sex, age, marital status, sexual orientation or preference, gender identity, genetic information, disability, handicap, color, creed, religion, veteran status, or any characteristic protected by applicable federal, state or local laws.