Digital Workplace Analyst

About SoundExchange

Since forming in 2003, we have established ourselves as the premier music tech organization with a mission of building a fairer, simpler, and creator-focused industry. Through a combination of proprietary solutions, emphasis on data, and advocacy efforts, SoundExchange works with 3,600+ digital service providers to collect and distribute digital performance royalties - more than $12 billion - on behalf of over 700,000 creators and rights owners.

Title: Digital Workplace Analyst

Department: ITOps

Job Location: Hybrid (3x per week) Washington, DC

Reports To: Manager, Digital Workplace

Supervisory Role: No

FLSA Status: Non-Exempt

Position Summary

SoundExchange is currently recruiting a Digital Workplace Analyst to join our Digital Workplace team in Washington, DC. As the first point of response to all tech support related inquiries, the ability to thrive in our fast-paced, highly collaborative environment is essential. Ideal candidates must share our commitment to excellence with honesty, integrity, and personal accountability. Strong communication skills, customer service, and the ability to interact professionally with a diverse group of technical personnel, executives, managers, and subject matter experts are essential.

Essential Functions

• Responsible for account management for our end user community.
• Install, configure, maintain, and troubleshoot end-user workstation hardware, software, and peripheral devices.
• Ensure workstation data integrity by implementing and managing appropriate software and hardware solutions.
• Diagnose hardware and software failures, communicate the remediation plans to users, provide status updates, and resolve in a timely manner.
• Provide software support for users, including basic to advanced software operations and general use of computers and peripherals.
• Setup and support high profile meetings
• Conduct routine hardware and software audits of workstations to ensure compliance with established standards, policies, and configuration guidelines.
• Track and update the movement of all IT assets (laptops, desktops, printers, cellular devices, etc.) by maintaining the accuracy and integrity of the asset management database.
• Provide ad hoc reporting within time prescribed time constraints.
• Troubleshoot and proactively monitor IT systems, workstations and peripherals, software, and various business applications to identify and routinely conduct root cause analysis to determine and correct operational issues.

Required Knowledge, Skills, Abilities (KSAs)

• Proficient with performing ticket triage and resolution in a ticketing system.
• Expert in creating and maintaining knowledge base articles.
• Experience imaging, deploying, and troubleshooting managed devices.
• Proficient with Microsoft Active Directory, Exchange, Windows 11, Office 365, Outlook, and Okta.
• Experience with configuring/troubleshooting VPN clients and antivirus software
• Experience with Video Conferencing and supporting conference rooms

Required Education, Certifications/ Licenses, Related Experience:

• High School Diploma or equivalent.
• Must have two or more years of experience servicing users in a Desktop Support or similar role.
• Excellent soft skills are a must, as the selected candidate will regularly communicate will all levels of our user community.
• Must be able to self-prioritize, pivot, and adapt quickly in a fast-paced, highly collaborative environment.
• A sense of ownership for task completion that ensures an optimum client experience is a must.

ADA Specifications

• The person in this position may need to move about the corporate office(s) more than half the time.
• The person in this role must be able to position him/herself (ex: kneel, crawl, crouch down) to fulfill the essential functions of the role less than half the time.
• The person in this position must be able to maneuver (lift, move, carry, slide, etc.) 40-75 lbs.
• This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists (ex: typing) all of the time.
• This position requires the ability to spend all of the time viewing computer monitors.
• The person in this position must be able to identify and distinguish between colors less than half the time.

Travel Requirements

• This position has 25% or less travel requirements.

PAY RANGE: $77,000.00 - $87,000.00

Note

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

Taking Care Of The Band

At SoundExchange we empower creators and help shape the future of music. One way we do this is by respecting different voices, varied perspectives, and distinct backgrounds of all our team members. We are intentional in creating a culture where we recognize that all employees have the opportunities and support needed to thrive. We strive to create teams that reflect the music community we serve - every individual's unique attributes and abilities are valued, and are part of how we innovate, create, and deliver experiences to the creators we champion.

SoundExchange has an employee-led committee that focuses on amplifying different voices and backgrounds and undertakes activities to promote inclusion and access. It helps to cultivate SoundExchange culture and policies, advocates for equality within the music industry, and participates in community building activities in the Washington, DC area where SoundExchange is located.

All with the goal of promoting more belonging and access in the workplace, music industry, and local community.

Accommodations

SoundExchange is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access the SoundExchange Careers website as a result of your disability. We will make a determination on your request for reasonable accommodation on a case-by-case basis. If you need an accommodation, please email [email protected].