Digital Systems & It Coordinator

Summary of Position

Technical support and project assistance across Digital Systems & IT. This role will be expected to interact with resources from other Academy departments and requires flexibility, a strong customer service focus and attention to detail.

Duties and Responsibilities

• Maintain the highest possible level of customer service by ensuring timely response, effective communication, and satisfactory resolution of user issues.
• Effectively advise and assist employees on appropriate action, guiding them through troubleshooting steps and providing clear instructions to resolve technical issues. Documenting the resolution.
• Serve as the first point of contact for employees seeking technical assistance via ticketing system, phone, e-mail, or in person. Respond promptly to user inquiries, assess their needs, and provide appropriate solutions or escalate issues to the next level of support.
• Online Voting: Application testing support
• Escalate unresolved issues to the next level of support personnel, such as senior IT staff, vendors, or external support providers, while ensuring accurate documentation of troubleshooting steps and user interactions.
• Support Zoom Rooms and other conference room equipment, including troubleshooting audio/video issues, connectivity problems, and providing technical assistance during meetings and presentations.
• Digital Asset Management: Site support; Maintain relevant naming conventions, metadata and content rights information.
• Diagnose and troubleshoot Office 365 issues, including problems with email, document collaboration, and other productivity tools. Assist users in configuring and utilizing Office 365 features effectively.
• Ensure that all issues/bugs are recorded in an efficient, complete and informative manner.
• Collaborate with other IT team members and departments to support Digital Systems/IT projects as required. This may involve participating in system upgrades, software rollouts, and infrastructure enhancements.
• Viewing Platform: Manual testing on Web, iOS, tvOS, Android, Android TV, Roku, Fire TV, Samsung and LG applications; Identify bugs in End-to-End (E2E) testing; Video QC support.
• Coordinate scheduling and organize meetings.
• Review and report analytics on system performance as required.
• Deploy new workstations, mobile devices, printers, and other IT equipment, ensuring proper installation, configuration, and user setup.
• Provide on-site and remote technical support for Apple, PC, and other hardware and software, including diagnosing and resolving issues related to operating systems, software applications, network connectivity, and peripherals.
• Perform other duties as required and/or requested, which may include system administration tasks, network maintenance, data backup and recovery, or assisting with IT security initiatives.

Minimum Requirements

• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong technical knowledge and experience with Apple and PC hardware, software, and operating systems.
• Familiarity with Office 365 applications and troubleshooting common issues.
• Customer-oriented mindset with a focus on delivering high-quality support and service.
• Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
• Ability to diagnose and troubleshoot hardware and software problems.
• Proficiency with JIRA/Confluence.
• Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.
• Relevant certifications such as Apple Certified Mac Technician (ACMT), CompTIA A+, or Microsoft Office are a plus.
• Experience with conference room equipment, particularly supporting Zoom Rooms or similar solutions.

Additional Qualifications

• Sound judgment and decision-making abilities
• Takes initiative, self-directed and can work independently.
• Ability to work nights and weekends as needed.
• Customer service oriented.
• Excellent communication and presentation skills.
• Experience working with multiple parties utilizing strong diplomatic skills to drive consensus and drive approval for ongoing strategies needed. A high sensitivity to what the Television Academy represents and imparts is needed to work effectively internally.
• Proficient time management skills
• Results oriented.
• Experience in television or entertainment digital space a plus.
• Requires high energy level and ability to sustain enthusiastic, optimistic approach.
• High level creativity - ability to generate new ideas and innovation.
• Strategic thinker, inventive, creative, dynamic, adaptive, collaborative, and flexible.