Help Desk Analyst

Free Streaming Content; Austin (TX); On-site; USD 50,000 - 65,000; Full time

Job summary

Atmosphere in Austin, TX is seeking a Help Desk Analyst to support and troubleshoot hardware, software, and network issues in a Mac-heavy environment.

You will resolve tickets promptly, onboard new employees with equipment and access, and collaborate with HR and IT teams on internal processes and policy improvements. Some travel to current and future offices may be required.

Qualifications

• Experience in a help desk role
• Strong communication and customer service
• Ability to diagnose and resolve issues in a methodical way
• Proficiency with macOS, iOS, tvOS is desirable
• Ability to manage multiple projects in a fast-paced environment

Responsibilities

• Set up, support, and troubleshoot laptops, printers, and network gear in a Mac-heavy environment
• Resolve or escalate IT tickets with high customer service standards
• Install and configure desktop apps and cloud/SaaS services
• Onboard new employees with equipment and access
• Conduct routine hardware/software/security inventory audits for compliance
• Assist with network setup, maintenance, and troubleshooting
• Contribute to IT process improvements and company-wide initiatives
• Limited travel between Austin office and future U.S./international offices

Skills

Multitasking

Communication

Detail oriented

Organizational skills

Problem solving

Tools

Google Workspace

Jira/Confluence

Slack

Job description

Help Desk Analyst (Austin, TX)

About this role: Atmosphere isn’t just growing, we’re doubling! Which means we need twice as much technical firepower to keep everything on track. We are seeking a Help Desk Analyst who can work with our experienced IT team to maintain the integrity of our hardware and software, troubleshoot technical issues as they arise, and keep our employees from breaking the entire system. You can plan ahead but our team will always have something new to throw at you, so an ability to adapt quickly and a “make it work” attitude are a must.

About Atmosphere:

Atmosphere is the world’s first and largest free ad-supported streaming TV service for businesses offering original, owned, and operated TV channels along with Partner Channels from prominent brands. The platform has been built from the ground up with proprietary content, technology, and data to deliver unparalleled experiences for businesses and advertisers. The platform also provides a paid upgrade to a digital signage feature for businesses to run their house promotions within the content. Atmosphere was incubated under Chive Media Group and spun out in 2019.

RESPONSIBILITIES

• Setup, support, & troubleshoot laptops/workstations/printers/network gear in a Mac-heavy environment
• Resolve or **escalate IT support tickets** in a timely manner with a high level of customer service
• Install and configure desktop applications and cloud/SaaS services
• Onboard new employees with HR team by providing equipment, access, and tools needed
• Conduct routine inventory audits (hardware/software/security) for compliance with IT standards & policies
• Assist with network setup, maintenance, and troubleshooting
• Contribute to process and policy improvements and provide IT support of company-wide initiatives
• Limited travel between office locations (Austin) and potential future offices across the U.S., Canada, UK

REQUIREMENTS

• Proficiency with macOS, iOS, and tvOS, including setup and troubleshooting
• Experience with Google Workspace, Atlassian (Jira/Confluence), Slack.
• Proficiency in troubleshooting and analyzing issues using a systematic approach
• Help desk support experience, preferably in a distributed office/remove environment
• Multitask in a fast-paced environment while maintaining an emphasis on detail and quality
• Good organizational skills, communication, and interpersonal skills with an attention to detail
• Able to manage multiple projects in a fast-paced, deadline-driven environmentMust be flexible with taking on new responsibilities and proactive in researching solutions to technical issues