Technical Support IV

Business Unit/Group:

MPO_IT Cust Support Desktop Corp_US10

Requisition Number:

35103-1

Intended Start Date:

6/1/2026

Contract Duration:

2-years Possibility For Extension / Conversion? Possible. Not Guaranteed.

Max Hourly Pay Rate:

$44.57/hr OT Required / Expected? Not required. Possible. WB Games Resource(s)? No CNN Resource(s)? No Open to former Intern(s)? Yes What We Do/Project The Workforce Support Technician operates within WBD offices and provides both remote and in-person IT assistance across the organization. This role is essential in delivering front-line support for hardware and software issues, with a strong emphasis on excellent customer service. Job Responsibilities / Typical Day in the Role

• Provide on-site technical support for employees in WBD offices through the Tech Bar.
• Deliver remote and virtual support using Bomgar/Zoom or other remote tools.
• Manage incidents and requests assigned to Workforce Support via ServiceNow, ensuring timely updates.
• Utilize IT tools-including Okta admin, Active Directory, Intune, ServiceNow, and Zoom-to resolve issues at the first level.
• Accurately and promptly update incidents and requests in the ServiceNow ticket management system.
• Communicating with Tier 2 and Tier 3 support teams for incident follow-ups and escalations.
• Provide escalation support from Level 1 support using ServiceNow.
• Set up and break down IT equipment on desks as needed.
• Provide support for Windows, OSX, iOS, and Android operating systems.
• Support Apple and Dell devices.
• Review Techline and Knowledge Article updates regularly to stay informed about IT changes.
• Assist with printing and multifunction printer (MFP) setups within the WBD environment.
• Participate in global projects to deliver new services, as required.
• Perform other ad hoc responsibilities as requested by the Manager.

Must Have Skills / Requirements 1) Good interpersonal skills related to Customer Service a. Customer Service experience with ability to manage complex issues and situations. 2) Demonstrated ability to display initiative. a. Resourcefulness when questions arise and ability to find work and jump into fast-paced situations. 3) Experience Managing Multiple Projects and Timelines within a fast-paced environment. Nice to Have Skills / Preferred Requirements 1) Bachelor's degree preferred 2) Atlassian Suite (Jira, Confluence).

Soft Skills:

1) Ability to work 100% onsite, with occasional remote work as business needs dictate. 2) Willingness to travel for business purposes, as required. 3) Availability for occasional night and weekend work, as needed.

Technology Requirements:

1) Experience managing outages and technical incidents. 2) Experience with Mac and PC - Mac is primarily used by the teams on-site. 3) Mobile Support. 4) Experience with Zoom Conference Room.

Education / Certifications

1) High school diploma or equivalent required Interview Process / Next Steps 1) 1st round with Hiring Manager (basic screening) 2) 2nd round with Hiring Manager and Manager, Workforce Support. Additional Notes

• Sourcing in WA - Bellevue.
• On-site role.

5-days a week (M-F) required at least for training period. Please note that this is a contract role providing services to Warner Bros. Discovery through external staffing partners of Allegis Global Solutions. If you are selected for this role, you will be employed by AGS and will not be an employee of Warner Bros. Discovery. This role is eligible for the following benefits: Medical, dental & vision Hospital plans 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents) Company paid short and long-term disability Health & Dependent Care Spending Accounts (HSA & DCFSA) Employee Assistance Program Time Off/Leave(PTO, Allegis Group Paid Family Leave, Parental Leave Benefits are subject to change and may be subject to specific elections, plan, or program terms. AGS is an Equal Opportunity Employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email accommodation@allegisglobalsolutions.com for other accommodation options. In accordance with the Immigration Reform and Control Act of 1986, employment is contingent upon verification of identity and authorization to work in the United States. All persons hired will be required to complete Form I-9 and provide acceptable documentation as required by law. Please note that we may use artificial intelligence (AI) tools to screen, assess, or select applicants for this position. These tools may analyze application materials and assist our team in identifying candidates whose qualifications best match the requirements of the role. If you have questions about our use of AI in the hiring process, or would like more information, please contact us.

• We reserve the right to pay above or below the posted wage based on factors unrelated to protected classifications.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

San Francisco Candidates only:

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. City of Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring.