IT Executive Support Engineer at iHeartMedia, Inc

iHeartMedia

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The audio revolution is here – and iHeart is leading it!  iHeartMedia, the number one audio company in America, reaches 90% of Americans every month -- a monthly audience that’s twice the size of any other audio company – almost three times the size of the largest TV network – and almost 4 times the size of the largest ad-supported music streaming service.  In fact, we have:

• More #1 rated markets than the next two largest radio companies combined;

• We’re the largest podcast publisher, with more monthly downloads than the second- and third-largest podcast publishers combined. Podcasting, the fastest-growing new media, today has more monthly users than streaming music services or Netflix;

• iHeart is the home of many of the country’s most popular and trusted on-air personalities and podcast influencers, who build important connections with hundreds of communities across America;

• We create and produce some of the most popular and well-known branded live music events in America, including the iHeartRadio Music Festival, the iHeartRadio Music Awards, the iHeartCountry Festival, iHeartRadio Fiesta Latina and the iHeartRadio Jingle Ball Tour;

• iHeartRadio is the #1 streaming radio digital service in America;

• Our social media footprint is 7 times larger than the next largest audio service; and

• We have the only complete audio ad technology stack in the industry for all forms of audio, from on demand to broadcast radio, digital streaming radio and podcasting, which bring data, targeting and attribution to all forms of audio at an unparalleled scale.  As a result, we’re able to combine our strong leadership position in audience reach, usage and ad tech with powerful tools and insights for our sales organizations to help them build success for their clients at a more efficient cost than any other option. 

Because we reach almost every community in America, we’re committed to providing a range of programming that reflects the diversity of the many communities we serve – and our company reflects that same kind of diversity.  Our company values stress collaboration, curiosity, welcoming dissent, accepting mistakes in the pursuit of new ideas, and respect for everyone.

Only one company in America has the #1 position in everything audio: iHeartMedia!

If you’re excited about this role but don’t feel your experience aligns perfectly with the job description, we encourage you to apply anyway.  At iHeartMedia we are dedicated to building a diverse, inclusive, and authentic workplace and are looking for teammates passionate about what we do!

What We Need:

The IT Executive Support Engineer will be responsible for providing “White Glove” hardware and software support for our C-Suite Executive users in a mixed Windows and Mac environment.

The IT Executive Support Engineer will also manage the user experience on Windows, macOS platforms, phones, tablets, audio-visual equipment, presentation tools, etc.

This candidate will be a member of the local Desktop Support team that provides high-quality PC Support for our NY corporate headquarters office and will also remotely support other locations.

What You'll Do:

• Provide 24x7 “White Glove” technical support to onsite and remote C-Suite Executives.

• Assist with the installation, configuration and ongoing usability of end user devices, peripheral equipment, software, and audio-visual equipment.

• Track, record and respond to requests for IT technical support using ticketing system.

• Technical support will include end user devices, application/collaboration software and mobile devices utilizing Windows and Mac operating systems.

• Deploy PC software fixes, patches, updates for Windows and Mac devices.

• Assist with root cause analysis as it relates to desktop computers, mobile devices and peripheral devices.

• Interact with 3rd level IT functional groups and management to ensure solutions are being provided for all escalating tickets.

• Ensure end user devices interconnect seamlessly with validation systems, file servers, applications servers, administrative systems, email, audio/visual conferencing systems and other platforms.

• Coordination and setup of audio-visual requirements for Sr. Executive meetings.

• Routine inspection and maintenance of video conference rooms and supporting equipment.

• Setup and operation of various audio-visual systems used in the production and execution of live events and performances.

• Support IT special projects, office moves, data recovery, hardware/software, and testing environments etc.

• Travel required for off-site conferences and events.

What You'll Need:

• Minimum of 5 years hands-on experience configuring, troubleshooting, and supporting laptops, desktops, mobile devices, peripherals and business-critical applications for C-Suite Executives in large, multi-location, corporate environments via phone, remote control, office and home visits.

• Proficiency with current PC and Mobile operating systems. Including but not limited to Windows, Mac, iOS and Android.

• Possess and demonstrate excellent organizational, interpersonal, facilitation, oral and written communication.

• Demonstrate an expert-level ability to inspire trust with Executive when performing technical support.

• Confidentiality is required.

• Must be detailed oriented.

• Strong problem-solving and resolution mindset required (i.e. "following-up until resolved").

• Experience with ticketing systems use and documenting such as Service Now, Manage Engine, ZenDesk, Jira, etc.

• Experience with enterprise remote support software such as BeyondTrust, LogMeIn, SolarWinds, ARD, etc.

• Experience researching and supporting new and emerging technologies.

• Ability to work a flexible work schedule as needed and support 24/7 on-call schedule.

• Flexibility to travel for executive support off-site conferences, events and facility.

• Must have experience supporting audio-visual systems, used for teleconferencing, recording, presenting and live event production. Including but not limited to innovative, immersive and custom conferencing systems that include AI tracking and other high-end technologies.

• Proficiency supporting Windows 10/11, Apple MacOS, iOS, Android, MS Outlook/Exchange, Office 365, Entra ID, Intune, SharePoint, MS Teams, Zoom, WebEx, Google Meets, Adobe Creative suite.

• Experience supporting Apple hardware including iPads/AppleTV/MacBooks, iPhones etc. 

• Experience upgrading PC and server hardware, data transfer, etc.

Education:

• Bachelor’s degree in computer science, Information Technology or related discipline.

Desired Certifications:

• Microsoft 365 Certified: Teams Support Engineer

• Apple Certified Mac Technician (ACMT)

• Microsoft 365 Certified: Modern Desktop Administrator Associate

What You'll Bring:

• Provide 24x7 “White Glove” technical support to onsite and remote C-Suite Executives.
• Assist with the installation, configuration and ongoing usability of end user devices, peripheral equipment, software, and audio-visual equipment.
• Track, record and respond to requests for IT technical support using ticketing system.
• Technical support will include end user devices, application/collaboration software and mobile devices utilizing Windows and Mac operating systems.
• Deploy PC software fixes, patches, updates for Windows and Mac devices.
• Assist with root cause analysis as it relates to desktop computers, mobile devices and peripheral devices.
• Interact with 3rd level IT functional groups and management to ensure solutions are being provided for all escalating tickets.
• Ensure end user devices interconnect seamlessly with validation systems, file servers, applications servers, administrative systems, email, audio/visual conferencing systems and other platforms.
• Coordination and setup of audio-visual requirements for Sr. Executive meetings.
• Routine inspection and maintenance of video conference rooms and supporting equipment.
• Setup and operation of various audio-visual systems used in the production and execution of live events and performances.
• Support IT special projects, office moves, data recovery, hardware/software, and testing environments etc.
• Travel required for off-site conferences and events.

Compensation:

Salary to be determined by multiple factors including but not limited to relevant experience, knowledge, skills, other job-related qualifications, and alignment with market data.

$38.46 - $48.08

Location:

New York, NY: 125 West 55th Street, 10019

Position Type:                                                                                             

Regular

Time Type:

Full time

Pay Type:

Hourly

Benefits:

iHeartMedia’s benefits offering is flexible and offers a variety of choices to meet the diverse needs of our changing workforce, including the following:

• Employer sponsored medical, dental and vision with a variety of coverage options

• Company provided and supplemental life insurance

• Paid vacation and sick time

• Paid company holidays, including a floating holiday that enable our employees to celebrate the holiday of their choosing

• A Spirit day to encourage and allow our employees to more easily volunteer in their community

• A 401K plan

• Employee Assistance Program (EAP) at no cost – services include telephonic counseling sessions, consultation on legal and financial matters, emotional well-being, family and caregiving

• ​A range of additional voluntary programs, such as spending accounts, student loan refinancing, accident insurance and more!

We are accepting applications for this role on an ongoing basis.

The Company is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.

Non-Compete will be required for certain positions and as allowed by law.

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