Production Support Specialist

Duration: 6 Months

Location: Atlanta - GA - 30303

Description:

• Hands-on Production Support
• Provide on-site and in person user support for office/newsroom computer infrastructure systems and desktop PCs, including configuration, installation, problem correction, removal/replacement, or other tasks as necessary to ensure continuation of customer work productivity and/or on-air transmission.
• Record critical information in the internal tracking application in order to (a) clearly document the problem, action taken, and end solution for a historical record; (b) monitor and update the status of various customer problems at any given time; (c) provide a medium through which to share knowledge regarding the evaluation and correction of technical problems with other Production Support professionals; and (d) capture data to be used by management and Senior BIT Production Support Specialists regarding problem trends, resolution time, costs, or other metrics.
• Implement an acceptable solution that meets the customer s needs in a timely manner.
• Accurately report and track requests for services through to completion including follow up communication with the customer.
• Based on an analysis and evaluation of the technical problem, determine a suitable course of action that considers factors such as the criticality of the hardware/software/peripheral technology environment, the specific technology in question (e.g., operating system, type and brand of hardware, 3rd-party or custom software), connectivity, etc.
• Test proposed solutions as possible before implementing to ensure compatibility and stability within the Turner environment, and communicate with the customer in a timely manner to ensure understanding of problem status and resolution.

Qualifications:

• In depth knowledge of Client, MAC/Apple, Client, Sony and IBM computer configuration and deployment.
• Setup and Configuration of Mobile Devices (Blackberry, iPhone, iPod touch, iPad, Air Card, BES Server and Active Synch and Air Card).
• Demonstrated knowledge of standard networking protocols, computing operating systems, & LAN/WAN topology.
• In depth knowledge of Microsoft Office suite and standard business applications.
• Setup and configuration of Local/network printers (Client/Client/Lexmark and Cannon) and remote access for mobile travelers.
• Strong verbal and written communication skills in order to communicate with customers, peers, and vendors.
• Excellent customer services skills with attention to detail.
• Ability to work in a team based environment as a full professional with significant contribution to the department.
• Typically at least 3-5 years in the service and operation of computing hardware and related peripherals.
• Professional certification (e.g., A+) preferred.
• Demonstrated knowledge of and willingness to learn Turner/CNN proprietary equipment and applications.
• Associate’s degree in electronics, computer science, or a related field (or equivalent education/experience/training).
• Demonstrated knowledge of computer desktop hardware and applications.