Desktop Support Technician

Job Title: Desktop Support Technician 

Department: Corporate Information Technology 

Reporting To: Vice President Enterprise Applications and Support

Employment Type: Full Time

Location: Philadelphia - Onsite

Overview:

This role is responsible for the Audacy Service Desk including all inbound L1 triage, request fulfillment, and IT L2 operations support. Leading the Audacy 24x7x365 end-user support, IT operations and service management practices. As a leader within our Service Delivery team, you will drive unification of observability, response, and improvement for our direct-to-consumer and internal owned & operated services. This role will collaborate with the Knowledge Manager and Service Owners to document and shift work left with a keen eye on identifying work ideal for automation.

What You'll Do:

• Own the relationship with our Managed Service Provider (MSP) to support customers.
• Product owner for current ITSM enterprise tool and the optimization and integration of the tool to facilitate efficient workflows and timely issue and problem resolution.
• Establishes and maintains SLAs/KPIs for support including incident response, request fulfillment and problem management. 
• Identify vulnerabilities and opportunities for improvement; maintain metrics to help develop analysis that will drive improvement within the Service Delivery teams.
• Develop and maintain metrics and measures customer support and satisfaction.
• Develop plans to improve key performance metrics and communicate plans with program leadership and stakeholders.

• Create and enhance administrative, operational, and technical policies and procedures. 
• Adopt best practice guidelines, standards, and procedures.
• Develop and maintain a working knowledge of a wide range of applications and systems.
• Ability to “lead by example” by guiding teams through issue triage, representing Audacy IT to the company and our partners, and building Audacy culture. 
• Lead projects, roadmaps, schedules, and budgets for solution deployment. 
• Communicate progress to plan, risks, and opportunities with team members, program leadership, stakeholders, and customers.

More About You: 

Required:

• 5+ years Technical Support, NOC, or ITSM experience.
• 3+ years experience managing 24/7 teams.
• 3+ years experience with ticketing and tracking software, such as Zendesk, Freshdesk, Jira, Servicenow or others.
• Ability to independently prioritize multiple tasks in a fast-paced environment under tight deadlines across multiple stakeholders.
• Excellent writing and communication skills, including ability to communicate complex technical issues in plain language.
• Out of the box creative thinker, comfortable investigating and resolving complex technical issues.
• Bachelor’s degree required, BS in IT, Computer Science or related field preferred.
• Knowledge or certification of ITIL Foundations is a strong plus.
• Strong understanding of ITSM processes; Incident, Request, Problem, Change, and Service Transition.

Please be aware that Audacy will never ask you to send money at any point during the hiring process. Communication from legitimate Audacy representatives will only come from email addresses ending in @audacy.com. If you receive any suspicious requests or communications, please verify their authenticity before responding.

Audacy is a leading audio content and entertainment company. As champions of audio, we connect with people in the moments that matter — delivering trusted local news, passionate sports and your favorite music across 220+ radio stations, premium podcasts, live events and digital experiences that reach more than 200 million listeners every month.

We create compelling content, foster deeply engaged audiences and deliver outcomes that matter for advertisers. Learn more at www.audacyinc.com and join the conversation on LinkedIn, X, Facebook and Instagram.

Audacy is an Equal Opportunity Employer. Audacy affords equal employment opportunity to qualified individuals regardless of their race, color, religion or religious creed, sex/gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, ancestry, age (over 40), physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or other classification protected by applicable federal, state, or local law, and to comply with all applicable laws and regulations. Consistent with our commitment to equal employment opportunity, we provide reasonable accommodations to qualified individuals with disabilities who need assistance in applying electronically for a position with Audacy, unless doing so would impose an undue hardship. To request a reasonable accommodation for this purpose, please call 1-610-660-5614. Please note that this phone number is to be used solely to request an accommodation with respect to the online application process. Calls for any other reason will not be returned. Reasonable accommodation requests are considered on a case-by-case basis.