Service Desk Specialist
Lucasfilm Entertainment Company - San Francisco, CA

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Position Summary: A high availability position, providing front-line technical knowledge and support to users in a multi-production environment, documenting all incoming requests, and acting as a central point of communication between users and other IT support groups.

  • Provide excellent customer service in a high-pressure, production environment while successfully navigating conflicting priorities, deadlines, and occasional process ambiguity.
  • Field incoming phone, email, and tickets, ensuring timely updates and complete information are provided to all concerned parties.
  • Identify and recommend approved work-around solutions to technical issues as needed.
  • Troubleshoot and resolve issues via remote control tools as appropriate.
  • Document and communicate all system support issues with end users, IT staff, and management.
  • Perform basic system administration duties as directed, such as creating and managing user accounts (Unix and Active Directory, FTP, etc.).
  • Plan, develop, and maintain individual project schedules.
  • Perform special projects as necessary.

    Education, Experience and Skills:
  • 1-2 years of Service Desk/Help Desk support experience – high-pressure, production experience preferred.
  • Extremely strong and demonstrated customer service skills, as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.
  • Strong front-line support technical knowledge, including, but not limited to: Linux Operating systems (CentOS), Windows (XP, Vista, 7), Macintosh Operating System (OSX), Microsoft Office suite, Internet Explorer (7 and up), Firefox, and common remote management tools.
  • Experience with action request systems/work flow tools for ticket tracking preferred.
  • Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
  • Self-starter, strong organizational skills and ability to prioritize workload – someone who is energized by helping people and making things happen.
  • Team player who is invested in and strives to maximize team/department performance.
  • Detailed-oriented and able to handle a variety of tasks in an efficient, accurate manner.
  • ITIL certification a plus.
  • Linux certification a plus.