End User Support Administrator II

Description

Yamaha employees are committed to helping everyone progress, express, and connect through music and sound. We offer innovative, finely crafted and award-winning products for the entire journey. As the world's largest musical instrument manufacturer, we are known for our quality, customer service and innovation.

Purpose of Role

Ensure Yamaha employees are able to do their work without technological barriers. This is a fully onsite role, requiring 5 days a week in our Buena Park, CA office.

Key Accountabilities Include

• Ensure YCA employees are able to do their work without technological barriers due to end user knowledge gaps or easily resolvable issues
• Ensure foundational end user technology issues are identified and resolved
• Ensure resolution and/or escalation or requests in a timely manner
• Ensure positive end user experience
• Ensure computer standards are adhered to and leases are returned in full and on time
• Ensure compliance with audit requirements

Primary Responsibilities Include

• First level end user voice and computer support
• Conference room equipment configuration & support
• UC support & billing; monitor contract renewal timing
• Liaise between users and IT to manage leases and computer deployments
• Voice system admin support & reporting
• Computer/Mobile device management

Core Functional Competencies

• Network Administration IT: Manage an on-premises or cloud-based network, including the secure flow of data between integrated solutions, access management, and network monitoring
• Project Communication Management: Link people (including team members and stakeholders), ideas, and information throughout the project life cycle; include timely generation and collection of information along with its proper dissemination and archival process
• Project Risk Management: Identify, analyze, and respond effectively to project risks (opportunities and threats)
• Project Scope Management: Ensure all project work is included, while maintaining appropriate limit and control of the scope
• Requirement Definition: Ability to gather, understand and communicate the business needs and end result of a project
• UI/UX Design: Design the aesthetics of a digital product; plan the experience a person has when they interact with a digital product
• User Support - IT: Possess detailed knowledge of standard PC operations, including installing new programs, access, system and produce performance, operating systems and basic platforms; guide end users through challenges.

Core Behavioral Competencies

• Yamaha Way (will, integrity, initiative, challenge, commitment)
• Customer Focus
• Values Differences
• Action Oriented
• Communicates Effectively
• Self-Aware
• Being Resilient

Qualifications

Ideal

• Advanced knowledge of commonly used software, hardware, and applications
• Advanced troubleshooting skills and experience
• Demonstrated success providing customer service
• Proficient in MS Office applications
• Hands on enterprise computing support experience
• Experience with IT Help Desk platforms
• Proficient in Windows 11 and/or Mac OC administration and troubleshooting

Preferred

• Contact Center system & Script Administration
• 2+ years of IT end user voice and computing support experience

Here's What We'll Bring

• Comprehensive benefits package including Medical, Vision, Dental, LTD, Life-Insurance and 401k with match AND automatic contributions
• Performance based bonus program
• Robust employee wellness programs including free music lessons
• Generous Wellness reimbursement program
• Tobacco cessation reward program
• Private concerts from award winning artists
• Discounted hotel, travel, entertainment, and other attractions
• Employee product purchase program
• Casual dress
• Vacation, sick-time and personal floating holidays
• Monthly events, for example -- Bring Your Dog to Work Day, Employee Singing Competitions, Spirit Week and other fun events
• Inclusive and passionate culture
• We foster a culture in which everyone feels welcomed, included, and valued; and recognize that diversity contributes to the success of Yamaha

Compensation

• The hiring range for this position is $23.35 - $29.23 per hour+ bonus. This is the hiring range and does not include the value of benefits. The hiring range does not reflect total earning potential over time.
• Final offers within the posted compensation range are based on qualifications, skills and experience required for the role.