Service Desk Analyst in Edison, NJ

at Spin Master Careers

Date Posted: 5/4/2018

Job Snapshot

Job Description

Job Title:           Service Help Desk

Reporting to:    Manager, IT

Location:           New Jersey


About Spin Master


Spin Master (TSX:TOY; is a leading global children's entertainment company that creates, designs, manufactures, licenses and markets a diversified portfolio of innovative toys, games, products and entertainment properties. Spin Master is best known for award-winning brands including Zoomer®, Bakugan®, Meccano®, and 2017 Toys of the Year, Hatchimals®, Air Hogs® and PAW Patrol®. Since 2002, Spin Master has received 82 TIA Toy of The Year (TOTY) nominations with 21 wins across a variety of product categories, including 13 TOTY nominations for Innovative Toy of the Year, more than any of its competitors. To date, Spin Master has produced six television series, including 2007 success Bakugan Battle Brawlers and current hit PAW Patrol, which is broadcast in over 160 countries and territories globally. Spin Master employs over 1,500 people globally with offices in Canada, United States, Mexico, France, Italy, United Kingdom, Slovakia, Poland, Germany, Sweden, the Netherlands, China, Hong Kong, Japan, Vietnam and Australia.


Job Overview:

 Spin Master require a Level 1/2 Service Desk Analyst to provide support to our New Jersey office. The successful candidate will be responsible triaging incoming calls, tickets and walk ups to determine priority, to action and escalate as needed.


Job Responsibilities:


  • Respond to requests for technical assistance via phone, ticket or in person
  • Diagnose and resolve devices and peripherals including printer, mobile, email, internet, VPN, LAN and WiFi access problems
  • Troubleshoot Active Directory, Office 365 and the range of the Microsoft Office suite
  • Install, configure and troubleshoot PC and MAC devices
  • Detailed documentation
  • Onboarding of new employees
  • Escalate to Level 2/3 analysts for more complex problems
  • Video Conferencing troubleshooting
  • Follow up with end users on the status of their tickets
  • Identify trends and escalate when needed
  • Follow ITIL best practice


Job Requirements


  • A degree in Computer Science, Information System or minimum five (5) years related work experience, ITIL Foundation v3
  • Proven proficiency with Office 365, mobile devices, wireless technology, Polycom and Video Conferencing solutions. Windows 7 and 10, Windows Server OS
  • Excellent analytical and problem solving skills with the ability to handle multiple concurrent assignments
  • Ability to plan, implement, test, and troubleshoot system software and hardware
  • Ability to perform effectively in high pressure situations in a very busy and demanding IT environment
  • Excellent customer service, communication and interpersonal skills
  • Good understanding of Apple devices
  • Experience working in the entertainment industry would be an asset


If you were interested in being a part of Spin Master, please send us your applications to


All Internal applications / referrals, please contact your Talent Acquisition Speclialist @ Spin Master.


While applying please ensure that you highlight the source & job title in the subject line.

eg: Application for ‘ Job Title & SOURCE: (where you heard about this job) in the subject line.


We do appreciate all interest; however only those selected for interview will be contacted.