Premier Support Analyst

We are storytellers at Disney. We make the impossible happen. The Walt Disney Company is a leader in entertainment and technology worldwide. Walt had a passion for finding new ways to move audiences everywhere-a passion that still guides us in an enterprise that ranges from theme parks, resorts, and a cruise line to sports, news, movies, and many other businesses. Every endeavor is driven by a commitment to create and deliver memorable experiences- and we are always looking for new ways to improve these amazing experiences.
The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. Our group drives competitive advantage by improving our consumer experiences, enabling business growth, and advancing operational excellence.
The Concierge IT Walk-Up Support Team offers quick, courteous, professional and personalized face-to-face IT support at various Disney locations around the world. The team is well-versed and supports Disney Enterprise Technology products and personal devices that belong to the Disney employees and cast members. The Premier Support Analyst role provides a distinctive technical support experience that resembles retail / hospitality / concierge services, through individual, advisory, and comprehensive interactions with Disney Cast and partners. Typical work involves face-to-face technical support for Cast Members and company guests visiting our in-person locations, whether ad-hoc or scheduled.
What You Will Do:

• Provides a friendly response and ownership of technical issues and requests, whether by walkup customers, instant message, phone, email, or other avenues
• Document and report on all work performed on behalf of customers in the form of tickets and reports
• Maintain fluency in OS (Operating Service) imaging, software installs and configuration, account management, and all other relevant aspects of Disney and consumer technology
• Facilitate exact hardware and software inventory information
• Work with appropriate partners to expedite, escalate, and resolve issues impacting user productivity
• Create status reports and metrics (written and verbal) with emphasis on high-profile issues
• Establish and maintain relationships with service providers, manufacturers, resellers and contractors
• Exercise discretion as appropriate, while always adhering to company and business unit policies and standards
• Proactively monitor, assess, and address business requirements - multitasking where required
• Create support and informational documentation as the need arises

Required Qualifications & Skills:

• 3+ years of related work experience in a Technical Support type role
• Fluency with TCP/IP networking concepts
• Advanced technical skills, specifically troubleshooting applicable to Apple & Windows physical and virtual setups - proficient in both Apple/Windows OS & ecosystems
• Excellent verbal, written, and presentation skills - interacting with all levels of the organization
• Enjoy working on a team and sharing responsibilities, with an ability to work on tasks/projects with minimal supervision
• Attention to detail with a knack of multitasking well conflicting priorities
• Enthusiasm, resilience, and a great attitude
• Outstanding customer service and people skills, with a friendly & approachable demeanor
• Bachelor's degree in Computer Science, Information Systems, Software, Electrical or Electronics Engineering, or comparable field of study, and/or equivalent work experience

Preferred Qualifications:

• Retail or hospitality experience
• Experience with Linux/Unix
• Related certification/s (Apple, Windows, technical, etc.)

The hiring range for this position in Burbank is $70,200 to $90,400 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.