Desktop & A/V Support Engineer

Ascap • New York, NY

2d • Hybrid

About The Position

ASCAP is seeking a motivated, detail-oriented Desktop & A/V Support Engineer with strong Mac device and audiovisual skills. The role joins the existing desktop engineering team, focusing primarily on Mac and audiovisual support, with secondary responsibility for Windows support. The engineer prioritizes and resolves requests and incidents for Mac and conference-room users, supports hardware and business applications, and provides audiovisual assistance for video conferencing and events. The role requires adapting priorities as business needs change while following tasks through to completion and delivering appropriate solutions.

The position provides high-touch concierge technical support to senior ASCAP executives and supports onsite and remote users. It is part of the Global Technology Solutions department, is based in ASCAP’s New York office, and reports to the Director, Support Services. The role is subject to ASCAP’s in-office policy and currently requires working in the office three days per week. Occasional travel to satellite offices or for in-person meetings may be required.

Requirements

• At least 3 years of relevant work experience, including troubleshooting, diagnosing, and resolving complex Mac/MS and PC hardware and software issues.
• Ability to communicate effectively and work productively with peers and senior management.
• Experience with Mac endpoint patching platforms and administration procedures using JAMF.
• Experience supporting Webex, Zoom, Microsoft Teams, and Google Meet.
• Experience supporting audiovisual production environments and events.
• Experience with Microsoft desktop imaging and distribution platforms such as Intune and BigFix.
• Ability to work flexible hours, adjusting set shift hours or days when needed.
• Ability to travel to other satellite offices when needed.

Nice To Haves

• Bachelor’s degree in computer science or a related field.
• Apple Certified Support Professional (ACSP) and/or Apple Certified IT Professional (ACITP) certification.
• Hands-on desktop support experience in a large enterprise environment.
• Experience working with antivirus platforms.
• In-depth understanding of Mac hardware, software, and peripherals.
• Experience with Cisco conferencing hardware, including room kits, boards, and peripherals.
• Shell scripting experience.
• Interest in audio engineering and event production.

Responsibilities

• Troubleshoot, diagnose, and resolve complex Mac and PC hardware and software issues, with a focus on device security.
• Support and continually review enterprise Mac and PC client hardware and software standards and strategy.
• Support client operating systems, applications, mobile devices, antivirus, and hardware issues.
• Design, implement, and maintain Mac desktop group policy using JAMF and PC desktop group policy using BigFix and Intune.
• Support and troubleshoot conferencing platforms, including Webex, Zoom, Microsoft Teams, and Google Meet, as well as hardware room systems.
• Support audiovisual production at internal and 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 for Apple and PC computers and peripheral devices.
• Coordinate with IT and audiovisual vendors and management to ensure solutions are provided for escalating tickets.
• Independently resolve complex break/fix issues in person or by telephone.
• Provide high-touch technical support as needed to onsite and remote members of ASCAP Senior Management.
• Write, maintain, and implement systems documentation for incident responses and recurring issues.
• Perform other projects and duties as assigned.

Benefits

• Choice of network-only or more flexible medical and dental plans, with in-network and out-of-network options for the flexible plans.
• Vision plan with in-network and out-of-network provider options.
• 401(k) plan with pre-tax, Roth, and after-tax employee contribution options, including company matching for pre-tax and Roth contributions.
• Additional employer-paid discretionary profit-sharing contribution, regardless of 401(k) participation.
• 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 identity protection coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level