IT Help Desk Technician

IT Helpdesk Technician

CSM Sport & Entertainment  

Charlotte, North Carolina Area

This position will be responsible for making a first effort towards all incoming IT issues for CSM North America and provide local support to the staff in our Harrisburg office.

  • A formal education in Information Systems (or equivalent) and at least three years of experience are highly desired.
  • Excellent interpersonal "soft skills" are highly desired. Appying expertise in an outgoing, positive, patient way to end users are what we strive for.

Prior hand-on experience with the following are highly desired.

  • Dell KACE (or other scripted imaging tools)
  • Meraki Systems Manager (MDM)
  • Meraki Firewalls/Wireless/Switching
  • Windows Active Directory
  • QNAP devices
  • Office 365 (E1-E3)
  • Box.com
  • BlueJeans
  • FreshService (or other modern helpdesk ticketing systems)
  • Slack/Slack integrations
  • iOS / Android devices
  • Mostly PC and some Mac experience

Below is a breakout of what we expect would be a typical time spend in an average week.

75% of role:

  • Taking initial telephone or email inquiries for 100 local and 300 remote employees
  • Troubleshooting and managing relatively simple hardware, software, network or mobile device problems
  • Recognizing and escalating more difficult or time-consuming problems to Tier 2 support
  • Providing hands-on support for local tier 2+ issues
  • Train newhires and end users on office applications as needed
  • Work with third-party IT service providers to schedule and manage hardware repair.

25% of role:

  • Work with other North American IT staff to analyze and make recommendations for hardware and software standardization, as well as IT processes and procedure
  • Light server and networking troubleshooting and maintenance
  • Local support for IT projects and change management affecting Harrisburg staff.

To apply, visit  www.gojhe.com/jobs

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