Technical Support Specialist

Los Angeles, CA

POSITION: TECHNICAL SUPPORT SPECIALIST  

IMMEDIATE SUPERVISOR: SUPERVISING SYSTEMS ENGINEER

Revised: 08/19/2022

The Technical Support Specialist provides technical assistance and resolves issues concerning the use of computer/educational hardware and software; ensures in-person and online classes begin without issues; assists with hardware and software installation and maintenance; maintains educational equipment inventory; and other duties and projects, as assigned. Areas of core competencies include, but are not limited to, troubleshooting, server maintenance, software installation, and general IT support. Required soft skills include, but are not limited to, reliable, clear communication, adaptability, time management, and collaboration. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

The work schedule is a 40-hour work week (8-hour shift, excluding breaks) including weekend coverage, one or both days.  Gnomon’s hours of operation are 8:30 am – 1:30 am, shift assignment may either be during the day, mid-day or evening.

FLSA Exemption: Non-Exempt

Schedule: Full-Time

Direct Reports: None

 

Essential Functions, but not limited to the following:

  • Provide end-user support, resolve technical issues, and provide technical assistance for all operating systems and applications
  • Use available knowledge and resources to identify and resolve hardware and software issues
  • Document customer’s process of resolution
  • Escalate complex issues to tier 2 support or the appropriate internal department
  • Assist with hardware and software deployment and maintenance
  • Perform basic user account management in Active Directory
  • Support instructors with class setup and course notes distribution
  • Maintain functionality of the classrooms
  • Assist the Learning Resource Department with loaner equipment (check in/check out), upholding loaner equipment policies, and maintaining equipment inventory
  • Support Gnomon events with technical and audio/video setup, operation, and breakdown
  • Assist the Director of Systems Administration with other duties and projects as assigned
  • Support management with IT requests and potential new implementations.
  • Maintain job knowledge by attending workshops and/or participating in professional development.
  • Maintain a high level of confidentiality, ethics, and integrity.  
  • Conduct all activities in accordance with the highest ethical standards. Adhere to all state, and federal accreditation and school rules and regulations regarding student recruitment.  
  • Additional related duties may be assigned, as needed by the supervisor or department  
  • Continuously uphold Gnomon’s Mission Statement:

Gnomon specializes in computer graphics education for careers in the entertainment industry.


Education/Experience:

  • BA/BS desired in a Computer Science field or equivalent work experience
  • 1 or more years of experience in system administration or IT. Preferably in VFX or Post Production.
  • Knowledge of workstation system hardware for troubleshooting and repair purposes.
  • Windows support and configuration skills: Windows 10 and higher.
  • Familiarity with media and entertainment applications such as Autodesk Maya and Adobe is a plus

 

Competencies:

  • Problem solving and troubleshooting, attention to detail, technical
  • Customer service focus
  • Organized with excellent English verbal and written communication
  • Professional attitude, ability to work independently and in a team environment
  • Capable of lifting 50lbs
  • Extreme attention to detail, including top-notch organizing and multitasking skills to meet tight deadlines, handle multiple projects and prioritize accordingly  
  • Highly collaborative with an excellent work ethic to produce deliverables with speed and humility
  • Ability to work in a fast-paced environment and effectively meet demands of shifting department parameters   
  • Strong and clear communication skills, including the ability to empathize with vastly different cross-functional teams
  • Strong personal accountability, problem-solving, and time management skills

 

EEO Statement:

Gnomon is proud to be an Equal Employment Opportunity employer. Gnomon does not discriminate on the basis of race, color, ancestry, age, sex, sexual orientation, gender, gender identity and gender expression, religion, national origin, pregnancy, marital status, genetic information, physical disability, mental disability, medical condition, military or veteran status, citizenship and/or immigration status, credit report or credit information, prior non-conviction arrest record, political activities or affiliations, child or spousal support withholding, domestic violence status, denial of family or medical care leave, lawful conduct occurring during nonworking hours away from the employer’s premises, and any other protected class, in accordance with applicable federal, state, and local laws. Discriminatory, harassing, or retaliatory behavior is strictly prohibited.