Job Description

IT Helpdesk Technician

Business Unit: Big Machine Label Group

Department: IT

Reports to: Sr Director, IT

Location: Nashville, TN, On-Site

Schedule: M-F, 9am-6pm, Occasional nights/weekends

Full-Time | Salary | Exempt

About Big Machine Label Group:

Led by Founder, President and CEO Scott Borchetta, the Big Machine Label Group encompasses Big Machine Records, The Valory Music Co., BMLG Records, Big Machine/John Varvatos Records, and publishing company Big Machine Music.

Job Summary:

The IT Helpdesk Technician provides essential technical support to ensure smooth operation of all technology-related systems and processes.

Essential Job Functions:

• Provide deskside/remote initial hardware, software, and networking troubleshooting.
• Assist with incoming support requests via ticketing system, email, or phone calls. Prioritize and categorize tickets based on urgency and impact, ensuring timely resolution of critical issues while maintaining clear communication with end-users regarding the status of their requests.
• Coordinate with external vendors and service providers on repairs and to procure hardware, software licenses, and technical support as needed.
• Assist in the administration of servers, workstations, systems, and networking equipment to ensure optimal performance, security, and reliability.
• Implement and enforce IT policies and procedures to safeguard data integrity and protect against cybersecurity threats.
• Provide maintenance and configuration of printers.
• Assist with new user onboarding, including but not limited to, setting up computers and accounts.
• Assist with time tracking.
• Manage documentation.
• Stay informed on emerging technologies, trends, and best practices in the music industry and IT field. Proactively identify opportunities for process improvement and efficiency gains, contributing to the overall effectiveness of the IT support function.

Required Experience:

• At least two years of experience in IT services, preferably in the music industry.
• Experience troubleshooting hardware, software, and network issues in a Windows and macOS environment. Familiarity with music production software and equipment is highly desirable, but not required.
• Very knowledgable of IT systems and best practices.

Required Skills:

• Strong written, verbal, and interpersonal communication skills, with the ability to convey technical information clearly and effectively to non-technical end-users.
• Analytical mindset with the ability to diagnose and resolve complex technical problems efficiently under pressure.
• Ability to be creative in finding innovative solutions to technical challenges.
• Very organized with the ability to multitask and prioritize competing demands effectively.
• Ability to thrive and be positive in a fast-paced, high-accuracy needed environment.
• High agility and adaptability to change.
• Ability to work collaboratively with fellow team members and other departments.
• Ability to work independently; must be self-motivated.
• Must be able to maintain high confidentiality.

Education:

• Bachelor’s Degree in Information Technology, Computer Science, or a related field preferred.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Technician (MCDST) may be advantageous.

Supervisory Responsibilities:

None.

Travel Required:

0-10%

Big Machine Label Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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