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SI - Customer Support Technician B
Ref No.: 16-02709
Location: Burbank, California
Start Date / End Date: 10/17/2016 to 04/16/2017


The Desktop Support Analyst is responsible for the overall technology needs of staff with roles essential to the day-to-day operations of the Walt Disney Company.

The Desktop Support Analyst provides priority response and resolution for all reported technology issues.


• Rapid response and ownership of issues and requests reported by customers in person, and via telephone, email or support ticket
• Document and report on all work performed on behalf of customers
• Acquire, stage, and deploy computers, printers, software, and peripherals
• Maintain accurate inventory and support records
• Work with service providers to expedite and resolve issues impacting productivity
• Produce verbal and written status reports with emphasis on high-profile issues
• Adhere to company and business unit policies and standards
• Establish and maintain relationships with service providers, manufacturers, resellers and contractors
• Exercise discretion as appropriate
• Proactively monitor, assess and address support requirements
• Create system and support documentation as required


• Well-developed sense of urgency
• Enthusiasm, resilience, and a positive attitude
• Maintain a professional appearance
• Enjoy working on a team and comfortable sharing responsibilities
• Superior customer service and people skills
• Must be an exceptional communicator
• Field experience supporting a variety of technologies and services (see below)
• Advanced technical abilities including solid troubleshooting skills applicable to Windows, Apple, and virtual operating systems
• Strong networking knowledge with an emphasis on TCP/IP protocol, Microsoft Exchange,
• and Active Directory
• Work and complete projects with minimal supervision
• Attention to detail
• Ability to juggle time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure

LIST OF TECHNOLOGIES – (Inclusive of, but not limited to)

Windows 7, Windows 8, Mac OS, Linux or UNIX experience NOT required but would be a PLUS, iOS, Blackberry, Android, Active Directory, Cisco VOIP, JAMF Casper, Video Conferencing, remote connectivity (i.e. LogMeIn or Bomgar), Citrix, virtualization (i.e. vmWare or Parallels), VPN connectivity, TCP/IP networking, wireless and mobile networking, Mobile Device Management (i.e. MobileIron), Microsoft Office Suite, Microsoft Exchange (on-prem and Office 365 cloud), A/V equipment, Helpdesk ticketing systems (i.e. ServiceNow), hard drive encryption products (i.e. Apple Filevault, PGP, Credant), enterprise backup products (i.e. Connected Backup), SAP, SCCM, Microsoft deployment tools, network printing, consumer/home/soho network equipment (i.e. routers, switches, wireless access points, powerline ethernet adapters, etc.)