IT Support Specialist

**_Welcome to Warner Bros. Discoverythe stuff dreams are made of._**

**Who We Are**

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the _storytellers_ bringing our characters to life, the_ creators_ bringing them to your living rooms and the _dreamers_ creating what’s next

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

**Your New Role**

Reporting to the manager of Workforce Support Argentina, this role forms a critical component in the IT department’s ability to deliver a high-quality service across all business units at Warner Bros Discovery. The role is highly visible, customer facing, and is representing the IT organization while providing day-to-day desktop support to the end-user community.

**Your Role Accountabilities.**
- Provides 1st and 2nd level technical support for IT hardware and software related incidents.
- Properly document resolved incidents into the ServiceNow ITSM system.Install, setup, and configure end-users’ assigned IT hardware including (PCs / Laptops / Tablets / Printers).
- Assist other members of the technical team while working in projects and or providing time sensitive solutions to opened incidents and/or requests.
- Ensure timely communication & resolution of incidents and/or requests as established by the Service Level Agreement.
- Liaison with key 3rd party suppliers and internal resolver groups when needed.
- Provide follow up to clients on pending and/or resolved incidents.
- As a member of the Global Workforce Support team, contribute to the implementation of the global desktop support standards, processes, and documentation.
- Maintain accurate inventory of serviced equipment, utilizing existing tools and processes to keep track of IT assets.
- Communicate with other internal service departments.
- Ensure that hardware-provisioning requests are managed and deployed timely and efficiently.
- Communicates highly technical information to both technical and non-technical personnel.

**Qualifications & Experiences**
- Previous experience in an Enterprise-level support environment.
- Strong communication (to client, team, management, and strong customer facing skills (both verbal and written)
- Working knowledge of ITIL Foundation certification desired. Must be able to effectively communicate with owners of ITIL Disciplines (Incident, Problem, Change, Release, and Configuration) to provide effective IT support to the end-users.
- Ability to prioritize workload based on operational needs.
- Understand network topologies and be able to support back-end infrastructure.
- Previous experience with Windows 10, Windows 11, Mac OSX, MS Office 365, and Zoom.
- Ability to use Incident Management System (ServiceNow).
- Previous experience setting up, configuring, and troubleshooting, Microsoft Outlook.
- Previous expericence in supporting Remote Access Tools (VPN, Citrix).
- Ability to build, configure, deploy and trouble shoot the desktop/laptop/printing/mobile devices in both (Windows and Mac) platforms.
- Good understanding of Microsoft’s Active Directory.
- Previous experience managing large group of Windows-based systems utilizing Microsoft’s System Configuration Manager (SCCM).
- Previous experience managing large group of Apple-based systems utilizing Apple’s Remote Desktop as well as JAMF for Mac OSX.
- Able to demonstrate flexibility, including flexibility in working and changes in process.
- Show initiative and positive attitudes when dealing with problems.
- Must be highly motivated with the ability to assimilate and learn new technologies.

**Desirable**
- Must be bilingual (English - Spanish).
- Must be able to work nights and weekends if needed.
- Be familiar with corporate structure and feel comfortable interacting at any level within the company while providing technical support.
- Must be a team player with strong work ethics.
- Must possess good time management skills.

**How We Get Things Done**

**Championing Inclusion at WBD