Service Desk Technician II-NA

Broadcast Music, Inc.

1d • Hybrid

About The Position

BMI is a mission-driven organization focused on music rights management and creator advocacy. The Service Desk Technician II provides intermediate support for hardware, software, and mobile device issues, working with end users in person or remotely. The technician resolves intermediate and advanced issues or dispatches them to the appropriate team.

The role supports office automation equipment, client workstations, mobile devices, and peripherals; coordinates workstation hardware delivery and installation; maintains hardware and software, including manual upgrades and security levels; and supports enterprise policies and service improvements. The position also requires maintaining technical expertise, positive working relationships across departments, regular attendance, and support for BMI’s core values and culture of diversity and inclusion.

Requirements

• Four years providing hardware and software technical support in a corporate environment.
• Four years supporting client workstation hardware.
• Four years supporting enterprise-level multi-function printers.
• Four years supporting Windows operating systems in a corporate environment.
• One year supporting MacOS in a corporate environment.
• Proficiency installing and supporting various types of PC software, hardware, and peripherals.
• Familiarity with network topology and ability to identify networking issues while troubleshooting.
• Strong written, verbal, and comprehension skills.
• Strong customer service skills.

Nice To Haves

• Bachelor’s degree in computer science, business administration, or a related field.
• A+ certification.
• MCDST certification.
• MCP certification.
• MCSE certification.

Responsibilities

• Identify and initiate resolutions to intermediate client device issues involving physical workstations, Windows and Mac computers, Windows virtual workstations, mobile devices, and workstation peripherals.
• Troubleshoot and support displays, keyboards, mice, local printers, enterprise multi-function printers, paper jams, and toner replacement; engage service providers for additional maintenance as needed.
• Plan and coordinate the building and delivery of client workstation hardware, including Windows desktops and laptops and Mac desktops.
• Plan and coordinate the installation and implementation of office automation hardware and software according to departmental standards and procedures.
• Maintain software and hardware, perform manual upgrades as necessary, and ensure appropriate security levels are maintained.
• Uphold enterprise policy guidelines and recommend improved guidelines to ensure compatibility and better service for enterprise users of personal computers.
• Maintain current technical expertise in microcomputer technology and use current techniques when implementing office automation solutions.
• Maintain positive working relationships and communication with enterprise departments.
• Perform other duties as assigned and maintain regular attendance.
• Support BMI Core Values and cultivate a culture of diversity and inclusion.

Benefits

• Medical, dental, and vision insurance.
• 401(k) with employer match on 100% of the first 4%.
• Flexible Spending Accounts.
• Hybrid office schedule and remote Fridays.
• Short-term and long-term disability benefits.
• Paid vacation and sick/personal time.
• Paid volunteer time off.
• 12 paid holidays.
• Summer half-days.
• Company-paid life insurance.
• Up to 12 weeks of paid parental leave.
• Tuition assistance program.
• Commuter benefits in New York.
• Employee Resource Groups.
• Entertainment discounts and access to BMI concerts and events in the offices.
• Employee appreciation events and holiday parties at all office locations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed