Nickelodeon Animation


    Job Locations US-CA-Burbank
    # of Openings
  • Overview and Responsibilities


    • This position reports to the MTS Manager. The Helpdesk Support Technician is tasked with monitoring calls to the Helpdesk phone line, and providing first level phone support to the Nick Animation Studio. The Helpdesk Support Technician will provide limited desk side support. If there is no first call resolution, he will create tickets to distribute to the appropriate desktop tech.
    • The Helpdesk Support Technician will answer the Helpdesk line; provide first level phone support to Nick Animation users, create tickets, distribute tickets to the appropriate desktop technician, address email password issues, check open tickets, verify tickets are closed, respond to clients with the ticket number created for the call, along with the name of the MTS technician the problem is assigned to. The Helpdesk Support Technician is tasked with ensuring the ticket is responded to in a timely manner. 


    • Answer Helpdesk phones

    • Provide 1st level computer support

    • Create Service request tickets

    • Assign each ticket to appropriate technician

    • Notify each user of the tech handling their issue and ticket number

    • Coordinate all VC alert test

    • Coordinate all Conference room meeting support.

    • Manages loaner equipment deliveries and returns

    • Image PCs and Macs

    • Handle distribution of printer toner

    • Maintain peripheral inventory in MTS cabinets

    • Check overnight Voicemail and create tickets

    • Inventory and handle all salvage equipment


    • Password resets:

      • Active Directory.

      • Cisco IP desk phone and Voice mail programming setup.

      • Updating Wireless Access Passwords

    • Service Now:

      • Create and Maintain tickets within the service now ticketing system.

      • Create tickets for hardware/Software procurement.

      • Monitor email and phone calls to the Helpdesk.

      • Escalate tickets to management when appropriate.

    • Level 1 – Printer support:

      • Canon printer maintenance for all local buildings- responsibilities include:

      • Toner waste disposal and cartridge replacement.

      • Contact UBT for onsite support.

      • Clear paper jambs and print queues

      • Clear print queues.

      • Contact UBT (Printer Company) for onsite repairs.

    • Other essential Duties include:

      • Assists with Training room setups.

      • Assists with Salvage of equipment.

      • Assists with large scale client and production moves.

      • Assists users configuring wireless devices. i.e smart phones and tablets.

      • Acquires, configures, and provides loaner equipment as requested.


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