About ITV America
ITV America, part of ITV Studios, is one of the largest producers of unscripted content in the U.S. The company is behind series such as Peacock’s #1 streaming original Love Island USA, as well as Love Island Games and Love Island: Beyond the Villa, Netflix’s Emmy-winning Queer Eye, FOX’s Hell’s Kitchen, History’s Alone and Pawn Stars, Netflix’s Worst Ex Ever and Worst Roommate Ever, Prime Video’s Going Home with Tyler Cameron, Roku’s Reptile Royalty, OWN’s Love & Marriage: Huntsville and many others.

Job Overview

We are seeking a skilled IT Desktop Support Specialist to provide L1/L2 support within our IT team. This role is essential for ensuring seamless technology operations and providing top-tier support to end-users across the organization.

 This role is responsible for monitoring and providing essential support to end users, resolving IT tickets, managing inventory, and assisting with onboarding and system setups.  In addition to the day to day support responsibilities, this role will contribute to ongoing technology initiatives for improving user experience, workflows, automation via low-code/no-code tools.

This is a junior role within a small, collaborative, and friendly IT team. We are looking for someone who communicates clearly, demonstrates strong analytical and problem-solving abilities, and enjoys working with both technical and non-technical users in a fast paced media and entertainment organization.  We are looking for someone passionate about technology, eager to learn, and aspiring to build a career in IT.

This role is based in Stamford, CT and reports to the IT Director.

Key Responsibilities

• L1/L2 Desktop Support: Provide initial troubleshooting and resolution (L1/L2) for technical issues across Windows and Mac operating systems, escalating complex problems to the appropriate team when necessary.
• IT Ticket Management: Monitor and respond to IT tickets, ensuring timely assignment, resolution, and documentation.
• IT Inventory Support: Assist IT Managers in managing IT inventory, including tracking, reconciliation, and organization of hardware and software assets across our entire slate of productions and corporate users. Tracking devices across our distributed workforces is a vital aspect of business.
• Conference Room & AV Support: Set up and manage audio-visual equipment for conference rooms, ensuring functionality for meetings and presentations.
• Manage Zoom Telephone: Configure, support, and troubleshoot Zoom telephone systems for end-users.
• New Hire Onboarding: Support onboarding processes by setting up accounts, configuring devices, and providing new users with IT orientations.
• Email Configuration: Set up and troubleshoot email accounts, ensuring proper access and functionality.
• Documentation: Create and update IT documentation, including workflows, troubleshooting guides, and knowledge base articles.
• Tracking & Reporting: Maintain trackers for inventory, asset reconciliation, and other IT resources.
• Process Improvement & Automation: Identify opportunities for process improvements and assist with implementation or administration of low-code/no-code platforms.
• Physical Support: Occasionally move heavy items and handle sensitive IT equipment safely.
• On-Site Role: This is a role that requires you to be on-site in CT 5 days a week.

Qualifications

• Experience: 2-3 years of L1/L2 support experience in a corporate IT support environment.
• Technical Skills:
• • Proficient in troubleshooting both Windows and macOS. 
  • Advanced Microsoft Office  skills (e.g., Pivot Tables, VLOOKUP) will be required.
  • Working knowledge of printer troubleshooting, with the ability to configure, maintain, and resolve printer-related issues..
  • Experience with Google Workspace and OKTA, Freshdesk Ticketing are highly desirable.
  • Preferred or a Plus:
  • • Familiarity with Filewave MDM.
    • Experience with the Zoom One Platform, including Zoom Phone and deployment of Yealink phones.
    • Familiarity with Airtable or similar low-code platforms
    • Experience with AWS or other cloud services
    • Awareness of AI-assisted workflows or automation tools, and introductory scripting or API concepts.
• Education: College or Technical School Diploma is preferred.
• Industry Experience: Experience in the Media & Entertainment industry is a plus.

COMPENSATION & BENEFITS:

The pay range for this role is $31.25 to $34.00 hourly. This is a non-exempt role, and overtime may be required. The base pay offered may vary depending on multiple individualized factors, which may include education, skills, and experience. This position is also eligible for our All-Staff Bonus Plan, subject to the rules of the plan.

We offer full benefits, including but not limited to: medical, dental, and vision benefits, 401(k), life insurance, disability coverage, pet insurance, the Employee Assistance Program (EAP), and paid time off.

ABOUT THE COMPANY:

We are an Equal Opportunity Employer and are committed to maintaining a creative and collaborative environment with a diverse workforce. We especially encourage members of traditionally underrepresented communities to apply.

Please reach out to discuss any support/personalization you may need during our application and selection process as per our commitment to providing reasonable adjustments or accommodations.