Service Desk Analyst

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At Christie®, we create award-winning light technology solutions and services that help our partners and customers deliver unforgettable shared experiences. We’re a global group of passionate people at a company committed to leading-edge innovation, creating high-quality illumination products and solutions, and inspiring our customers and one another. We like to say we’re a global company with local roots. We work collaboratively to support our partners in every market and region we serve around the world.

Service Desk Analys - Remote (Most Live in United States)

Service Desk Analyst is responsible for providing technical solutions with equipment serviced and or supported by Christie Managed Services. The Service Desk Analyst will receive requests for technical assistance from a variety of sources. The Service Desk Analyst is also responsible for monitoring and responding to alerts received via the CDS NOC Real-Time Management console. It will be a full-time position with some opportunity for overtime. Shifts range from morning, afternoon, night and include weekends.

Responsibilities:

• The Service Desk Analyst will engage in the troubleshooting to determine root cause and will work to mitigation.

• Requests for technical assistance from Command Center Agents Analysts (internal (CSE’) and external) will be managed by the Service Desk Analyst.

• Service Desk Analysts will receive requests to escalate issues from various groups. The Service Desk Analyst must evaluate the request to determine if the issue can be resolve without escalation or if an escalation to engineering is required.

• Monitor multiple network devices via the CDS NOC Real-Time Management console. The Service Desk Analyst will monitor alerts received from devices installed at customer locations by using the CDS NOC Real-Time Management console application.

• Perform remote upgrades of various devices. The Service Desk Analyst will upgrade firmware and software on an array of devices.

• Cases that have been classified as complete will be reviewed by the Service Desk Analysts for technical accuracy. The technical attributes of these cases must be reviewed and if necessary reclassified before the case is processed to billing.

• Service Desk Analysts will work closely with various engineering groups to report trends of failures or request product enhancements. Additionally, engineering groups will request data and or research from the Service Desk Analysts.

What we are offering:

A competitive salary, vacation, health & dental benefits, and employer-matched 401 K pension plan.  You will have opportunities to gain experience, grow and collaborate with professionals on a global reach. Whether you are working with the leading minds in the industry on high-profile projects, with internal teams to support continuous improvement, or with our customers to inspire and delight – your contributions will have an influence.

The experience and skills we value:

• High School diploma
• Minimum 2-3 years relevant experience  
• Experience in a NOC or Service Desk capacity. The desired individual will be familiar with dealing with I.T. and/or service professionals in chaotic high-pressure situations. This person will have used and be comfortable with case management systems and related software.

What Will Put You Ahead:

• Punctuality – The Service Desk Analyst is required to be ready to work at the time their shift begins. Operators will be at their workstations, logged into all required applications at the time the shift begins.
• A plus would be the individual will have worked in a Field Service or IT position before. The optimal candidate would be familiar with technology issues that occur in the field and have recommended successful solutions for dealing with them. Practical experience with hi-end Audio/Video equipment is a plus.
• Have a sense of urgency to escalate issues that require engineering level troubleshooting to the responsible organization within the time specified in the department standard operating procedure.

WORKPLACE GUIDELINES:

Occasional:

• Standing, Bending, Pushing/Pulling
• Light Lifting (up to 25 lbs.), Moderate (25-50 lbs.) to Heavy (50 lbs.+)
• Reaching above shoulder level
• Travel (ex. Noise Volume etc.)

Frequent:

• Reading and Writing
• Ability to Comprehend
• Sitting and using finger movements
• Communicating orally
• Handling objects (manual dexterity)
• Reason and analyze.
• Perform calculations.

Christie is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status (VEVRRA). We are committed to building a diverse and inclusive workplace.  

If you require special assistance or accommodation while seeking employment with Christie Digital Systems USA, Inc., please call Human Resources at (714) 236-8610. We are open Monday through Friday from, 8 a.m. to 5 p.m., Pacific Time. 

Equal Opportunity Employer (EEO):

Christie Digital Systems provides equal employment opportunity without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a disabled veteran, recently separated veteran, Armed Forces Service Medal veteran, or other protected veteran, marital status, familial status, age, handicap or disability, genetic predisposition or carrier status, uniformed service status or any other characteristic protected by applicable law. If you’d like more information about your EEO rights as an applicant under the law, please click here: 

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