Senior Desktop Support, IT Support Technician - Sirius XM

Who We Are:

SiriusXM and its brands (Pandora, SXM Media, AdsWizz, Simplecast, and SiriusXM Connected Vehicle Services) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM’s vision to life every day.

SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. SiriusXM’s platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company’s advertising sales organization, which operates as SXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. SiriusXM, through Sirius XM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.

How you’ll make an impact:

The Senior Desktop Support, IT Support Technician is responsible for the day-to-day technical support for all SiriusXM end user hardware and software needs, including employees, contractors and qualified vendors.  This covers support of all SiriusXM brands, including Pandora, and CV.   This position requires the individual to act independently using skills, experiences and training to resolve client issues.  Clients will be both onsite at SiriusXM locations requiring hands-on support and remote requiring troubleshooting and assistance over the phone and/or Zoom sessions.

What you’ll do:

• Setup, configure and provide maintenance to corporate devices, including Windows and Mac desktop/laptops, iPhones/Android/iPad devices and related hardware/software.

• Maintain all necessary hardware and software inventories for all corporate devices.

• Process software installation requests, both through manual installation and utilizing automation tools such as SCCM and JAMF.

• Analyze, troubleshoot and repair corporate devices, including computer peripherals and mobile devices.

• Support and maintain user account information including provisioning of new accounts and new access through security and system groups.

• Ensure all video conferencing requirements for the staff are met in full.

• As needed, during peak support hours, answer helpdesk phone calls to assist clients.

What you’ll need:

• Bachelor’s degree in Computer Science, Information Systems or related course of study required and/or equivalent combination of education and experience preferred.

• 5+ years of previous experience in an IT technical support role required, or an equivalent combination of education and experience.

• Relevant certifications, desirable.

• Windows OS and hardware knowledge.

• Apple iOS / Mac OS and device hardware knowledge.

• SCCM and/or JAMF use for centralized management of devices.

• Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint).

• Proven ability to support virtual desktops and applications (Citrix).

• ServiceNow use and knowledge.

• Active Directory User/Computer Account administration.

• Good public speaking and presentation skills.

• Interpersonal skills and ability to interact and work with staff at all levels.

• Excellent written and verbal communication skills.

• Ability to work independently and in a team environment.

• Ability to pay attention to details and be organized.

• Ability to project professionalism over the phone and in person.

• Ability to handle multiple tasks in a fast-paced environment.

• Commitment to “internal client” and customer service principles.

• Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment. 

• Must have legal right to work in the U.S.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

At SiriusXM, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the base salary for this position to be in the range of $68,000 to $90,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.