Technical Support Analyst

The primary function of the Technical Support Analyst position is to provide highly skilled technical support to Disney General Entertainment postproduction creative individuals and teams.  These responsibilities are accomplished through expertise in areas such as video, audio and graphics editing, software configuration, hardware systems and workflow automation systems.  This position interfaces with clients and vendors to troubleshoot and resolve problems.  The position requires the ability to identify problem areas, determine causes, and resolve issues quickly to ensure continued operations.

Responsibilities

• Competent with video, audio and graphics editing systems, software and related workflows
• Problem management and resolution for internal customers and partners
• Ensures assigned service requests are completed in a timely manner, meeting or exceeding customer’s expectations
• Contributes to departmental knowledge base for overall support, diagnostics and performance measurement in support of internal customers and partners
• Performs systems, application and services upgrades across a wide variety of systems
• Monitors support request in messaging application such as Outlook, Slack and ServiceNow and works through resolution

Basic Qualifications:

• Experience with computer editing systems, such as Adobe Premier (Edit Suite), Avid Media Composer or Final Cut
• Knowledge of video and audio codes and transcoding software
• Experience using an asset management system
• Experience and knowledge of the Entertainment Industry a plus
• Knowledge of basic networking components and systems
• Experience with file-based workflows
• Excellent communication and interpersonal skills

Preferred Qualifications:

• Ability to pay close attention to detail and produce work with a high level of accuracy
• High degree of professionalism and integrity
• Self-motivated, results-oriented and success driven
• Accustomed to meeting deadlines
• Highly organized, efficient and capable of multi-tasking in a fast-paced environment

Basic Education:

• High school diploma/GED or equivalency

Preferred Education:

• Some college

This position is covered under the Company’s collective bargaining agreement with NABET-CWA.

The pay rate for this role in Los Angeles, CA is $56.31 to $58.12 per hour. The base pay actually offered follows the minimum wage from the pay scale agreed upon in the applicable Collective Bargaining Agreement and may also vary depending on the candidate's geographic region, job-related knowledge, skills, and experience, among other factors.