As a key part of the Recording Academy’s Information Technology department, we are looking for a service-oriented and collaborative Service Desk Analyst I to receive, record, track, and follow up on all service requests and incidents for the Latin Recording Academy, the Recording Academy, and its affiliates. In this hands-on technical role, you are Tier 1 support for the Latin Recording Academy office in Miami and support both onsite and remote users as needed across all affiliates. You strive for first call resolution while referring more complex problems to Tier 2 and Tier 3 technical staff as needed. This is an onsite role that may require some national and international travel for periodic team meetings and Latin GRAMMY week.
- Accurately document, triage, resolve, and follow-up on support tickets, Coordinating and/or serving as initial contact via telephone, email, web, etc. for individuals needing technical assistance or service requests.
- Perform basic computer, mobile, printer software, hardware, and other IT setup and troubleshooting onsite, on the phone, and by using remote technology.
- Play a major role in the onboarding of new hires and termination of staff to ensure timely creation or deactivation of accounts, readiness and delivery or recovery of necessary hardware (computer, mobile), and ongoing communication to all involved.
- Create, maintain, and troubleshoot the conference room audio/visual equipment, particularly Zoom Rooms.
- Provide support for audio/visual needs including setup and installation of media equipment such as speakers, microphones, TVs, and cameras for committees and live events.
- Perform basic network and security setup and troubleshooting for switches, routers, APs, MiFis, and security cameras.
- Maintain a high degree of responsiveness to customers after initial contact by providing informative status updates and follow-up until a solution is achieved.
- Escalate more complex problems to relevant staff for resolution.
- Participate in or lead projects as assigned.
- Effectively communicate and collaborate with all functional areas within the Academy and its affiliates.
- Work with a sense of urgency on a collaborative team while providing exemplary customer service.
- Bachelor’s degree or training and certification in a related IT field or program of study. CompTIA A+ certification preferred.
- FLUENCY IN SPANISH REQUIRED. Portuguese a plus. ** Please list on your submitted resume if you meet this requirement.
- 1-3 years of experience in the direct delivery of IT support including in a call center/service desk environment.
- Functional experience with Mac and PC operating systems and deployment of laptops as well as supporting Microsoft O365 users.
- Knowledge of Active Directory and experience with account provisioning.
- Consistent use of best practices and methodology when troubleshooting service issues.
- Knowledge of TCP/IP networking and AV equipment.
- Exemplary customer service, attention to detail, and follow-through.
- A sense of urgency with the ability to resolve problems quickly and accurately.
- Professional verbal and written communication skills.
PHYSICAL DEMANDS FOR CERTAIN ROLES
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand, walk, and sit for long periods of time, and work at a computer for long periods of time.
Employee must be able to lift up to 25lbs.
SALARY AND BENEFITS
The starting hourly rate for this position is $24.85 to $26.95 per hour, benchmarked against industry standards. Rates for positions required to be in specific geographic locations reflect the corresponding labor market.
The actual offer extended will depend on the candidate's experience, qualifications, and the role's requirements. Staff positions working 20+ hours per week also receive our comprehensive benefits package (with medical, dental, and vision coverage, a 401k match, generous paid time off, and more).
Explore our career opportunities to join a team that values creativity, innovation, and diversity.
RECORDING ACADEMY
The Recording Academy represents the voices of performers, songwriters, producers, engineers, and all music professionals. Dedicated to ensuring the recording arts remain a thriving part of our shared cultural heritage, the Academy honors music's history while investing in its future through the GRAMMY Museum, advocates on behalf of music creators, supports music people in times of need through MusiCares, and celebrates artistic excellence through the GRAMMY Awards—music's only peer-recognized accolade and highest achievement. As the world's leading society of music professionals, we work year-round to foster a more inspiring world for creators.
LATIN RECORDING ACADEMY
The Latin Recording Academy is an international, membership-based organization comprised of Spanish- and Portuguese-speaking recording artists, musicians, songwriters, producers and other creative and technical recording professionals. The organization is dedicated to improving the quality of life and cultural condition for Latin music and its makers. In addition to producing the Latin GRAMMY Awards to honor excellence in the recorded arts and sciences, The Latin Recording Academy provides educational and outreach programs for the Latin music community either directly or through its Latin GRAMMY Cultural Foundation.
LATIN GRAMMY CULTURAL FOUNDATION
The Latin GRAMMY Cultural Foundation is a charitable organization established by the Latin Recording Academy in 2014. The organization is dedicated to creating opportunities for the next generation of Latin music creators through scholarships, educational programs, grants, and access to creators and industry executives.
MUSICARES
A friend and ally of the music community, MusiCares was established by the Recording Academy to safeguard the health and well-being of all music people. A four-star charity and safety net in times of need, MusiCares offers confidential preventative, recovery, and emergency programs to address financial, medical, and personal health issues. Through the generosity of our donors and volunteer professionals, our dedicated team works across the country to ensure the music community has the resources and support it needs.
GRAMMY MUSEUM
The GRAMMY Museum is a nonprofit organization dedicated to celebrating and exploring music from yesterday and today to inspire the music of tomorrow through music preservation, education, exhibitions, and public programming and aims to create a world in which shared love of music sparks curiosity, creativity, and community. Programs include GRAMMY in the Schools education programs that are offered year-round for students, teachers, and schools throughout the United States.
EQUAL OPPORTUNITY
The Recording Academy, its affiliates, and the music industry have a strong culture of inclusion and respect for everyone. The Recording Academy makes intentional, courageous, and principled decisions for stronger business outcomes and ensures that all creators and professionals live and work in a fair and safe environment. It is the Recording Academy's policy to provide equal employment opportunities for all applicants and employees. The Recording Academy does not discriminate on the basis of race (nor traits historically associated with race, including, but not limited to hair texture and protective hairstyles), color, religion (including religious dress and grooming), creed, sex (including pregnancy, childbirth or related medical conditions), national origin, ancestry, age, physical disability, mental disability, medical condition, family care status, military or veteran status, marital status, sexual orientation, gender, gender identity, gender expression, genetic information or any other characteristic protected by law. The Recording Academy will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship to the Recording Academy. This policy governs all aspects of employment, including selection, job assignment, compensation, promotion, discipline, termination, access to benefits and training, recruitment, hiring, transfer, and social and recreational programs.
