Analyst, TechEx (IT Support)

TL;DR

Analyst, TechEx (IT Support): Providing 1st and 2nd line desk-side technical support for a global media organization with an accent on hardware and software troubleshooting. Focus on maintaining high customer satisfaction, managing SLA targets, and resolving complex technical issues across Windows, Mac, and mobile environments.

Location: Must be performed full-time on-site at 30 Rockefeller Plaza, New York

Salary: $62,000 - $80,000

Company

hirify.global is a leading global media and entertainment company creating world-class content across film, television, streaming, and theme parks.

What you will do

• Provide technical support via phone, live chat, and ticket management in a high-volume environment.
• Perform break-fix support for IT hardware and software issues.
• Fulfill and triage customer service requests.
• Deliver exceptional customer service while meeting established team targets.
• Identify process improvement opportunities and provide feedback to management.
• Collaborate on service improvement plans and operational projects.

Requirements

• Must be able to work full-time on-site in New York.
• Proven experience in IT support roles.
• Proficiency with Windows, Mac OSX, Office 365, and Active Directory.
• Understanding of ITIL fundamentals.
• Experience managing and performing against defined SLA targets.
• Flexibility to cover later shifts, weekends, or holidays as needed.

Culture & Benefits

• Comprehensive company-sponsored benefits including medical, dental, and vision insurance.
• 401(k) retirement plan.
• Paid leave and tuition reimbursement.
• Access to a variety of employee discounts and perks.
• Inclusive culture focused on community impact and professional development.