Senior, Desktop Support Specialist

At Sony Music Publishing ("SMP"), we believe every voice matters. We are the #1 global music publisher, advancing the artistry of the world's greatest songwriters and composers for over 25 years. We keep songwriters at the forefront of everything we do, and design our suite of services to amplify opportunities, build connections, and defend their rights. Our roster benefits from an international team committed to providing support at every career stage. From classic catalogues to contemporary hitmakers, history is always being written. We are a part of the Sony family of global companies. Learn more about SMP at https://www.sonymusicpub.com/en.

Why join Sony Music Group?

Here at Sony Music Group, we are shaping what's next in a way that creates impact. Forging powerful new ideas at the heart of music, technology, and culture that entertain and move people.

This is your opportunity. Part of a global community, united by individual passion, rising to that challenge every day. Adapting at pace and supporting one another, inspired to influence the future. For the benefit of you, our people; our creators, our business, and wider society too.

Be a part of an organization that is creator first. Committed to fueling excellence and always imagining more, while fostering a supportive culture, one where we elevate each other and act responsibly.

What You'll Do:

• Deliver exceptional support with a priority focus on our high-priority users, including executives and creative teams, ensuring they receive immediate and comprehensive assistance.

• Efficiently provision new equipment and onboard users.

• Skillfully perform account provisioning and permissions assignments, with a keen eye on the urgency and importance of high-priority user requests.

• Install, configure, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and other peripheral equipment, prioritizing issues related to high-priority users.

• Conduct basic break-fix tasks, swiftly addressing any disruptions that may impact high-priority user productivity.

• Support security teams in incident response and the use of patching and anti-malware tools.

• Troubleshoot connectivity issues, both wired and wireless, to ensure users maintain seamless access to essential services.

• Provide global support for any SMP location as required, with an emphasis on high-priority user needs.

• Liaise with Sony L2 & L3 teams to assist with troubleshooting and configuration of local infrastructure as required

• Work with SMP infrastructure staff to navigate a wiring closet to patch workstations/devices into the network as appropriate, ensuring high-priority users are always connected.

• Understand SMP's business applications and refer support requests to appropriate resources as needed.

• Submit purchase recommendations/requests to appropriate SMP staff to ensure the availability of user PCs and peripherals.

• Work in our Service Desk ticketing system, prioritizing tickets related to high-priority users.

• Document troubleshooting steps & procedures so others can leverage knowledge.

• Provide training and coaching to less experienced team members.

• Be a contributing member of a global support team.

• Maintain inventory of local assets.

• Engage in project-based work as needed, with priority projects involving high-priority user experience enhancements.

Who You Are:

• 5+ years of related experience, with a proven track record of supporting high-profile users.

• Strong understanding of Windows and MAC environments, with the ability to swiftly navigate complex issues.

• Possess strong interpersonal skills, with the capacity to manage the expectations of a demanding VIP community and maintain the highest levels of service.

• Proficient in MS Word, Excel, Outlook, PowerPoint, and Office 365 Administration, ensuring seamless integration and support.

• Familiar with basic security & privacy principles.

• Broadly familiar with basic networking concepts.

What We Give You:

• You join an inclusive, collaborative, and global community where you can fuel the creative journey

• A modern office environment designed to foster productivity, creativity, and teamwork

• An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching

• Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition, and student loans

• We invest in your professional growth & development

• Time off for a winter recess and early close Summer Fridays

DISCLAIMER:

The anticipated annual base salary for this position is $80,000-$90,000. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Sony is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.

EEO is the Law

EEO is the Law Supplement

Right to Work (English/Spanish)

E-Verify Participation (English/Spanish)