Service Desk Analyst I

About the role

The Recording Academy’s IT department is seeking a Service Desk Analyst I to provide Tier 1 support for the Latin Recording Academy office in Miami and its affiliates. You will be the first point of contact for technical assistance, handling requests and incidents both onsite and remotely.

Key responsibilities

• Receive, document, triage, resolve, and follow‑up on support tickets via phone, email, or web.
• Perform basic setup and troubleshooting of computers, mobile devices, printers, and software.
• Assist with onboarding and off‑boarding, ensuring timely account creation/deactivation and hardware provisioning.
• Maintain and troubleshoot conference‑room AV equipment, including Zoom Rooms.
• Support audio/visual needs for committees and live events, installing speakers, microphones, TVs, and cameras.
• Conduct basic network and security configuration for switches, routers, access points, MiFis, and security cameras.
• Escalate complex issues to Tier 2/3 staff and participate in assigned projects.

Required profile

• Bachelor’s degree or equivalent training/certification in IT.
• 1‑3 years of direct IT support experience, preferably in a call‑center or service‑desk environment.
• Fluency in Spanish (required); Portuguese is a plus.
• CompTIA A+ certification preferred.

Required skills

• Mac and Windows operating systems.
• Laptop deployment and hardware troubleshooting.
• Microsoft O365 support.
• Active Directory account provisioning.
• TCP/IP networking fundamentals.
• Audio/visual equipment setup and maintenance.
• Experience with Zoom Rooms and conference‑room AV.
• Basic configuration of switches, routers, access points, MiFis, and security cameras.