As a Help Desk Technician, you will serve as the first point of contact for technical support across a diverse range of end user systems. Your primary responsibility is to maintain smooth day-to-day operations by resolving issues related to computers, mobile devices, software applications, and conference room technology. You’ll support employees through in-person, remote, and ticket-based channels, delivering clear and effective solutions tailored to varying technical skill levels.
Key Responsibilities
- Provide frontline support for Windows and Mac devices, including laptops, desktops, mobile phones, printers, docks, and peripheral equipment.
- Diagnose and resolve issues involving operating systems, user access, file permissions, network connectivity, printing, and cloud-based applications.
- Support audio visual systems in meeting spaces, including Crestron, NEAT, Cisco, and Yealink platforms, ensuring seamless functionality for in-person and virtual meetings.
- Install, configure, and deploy new hardware and software, ensuring devices meet organizational standards before distribution.
- Assist with employee onboarding and offboarding, including provisioning accounts, issuing equipment, and decommissioning devices.
- Respond to support tickets promptly, manage workload based on urgency and business impact, and maintain consistent communication with users throughout the resolution process.
- Escalate complex technical problems with detailed documentation, including troubleshooting steps and business context, to ensure efficient handoff.
- Develop and maintain knowledge base articles, standard operating procedures, and resolution records to support team consistency and audit readiness.
- Conduct deskside visits, remote sessions, and walk-up support to quickly restore service and minimize downtime.
- Stage and prepare equipment for deployment, verify standard configurations, and support office moves and device refresh cycles.
- Monitor the support queue during business hours, acknowledging new tickets within 30 minutes and providing daily updates on active cases.
- Ensure critical incidents—such as outages, security events, or executive requests—are escalated immediately with clear next steps.
- Follow through on recurring tasks, track aging tickets, and proactively follow up on vendor-related delays to maintain service levels.
- Document all interactions thoroughly, ensuring tickets reflect accurate resolution details and future reference points.
- Work closely with infrastructure, security, and operations teams to align support activities with broader IT initiatives.
Required Qualifications
- Proficiency with Windows and macOS environments, common hardware, and standard troubleshooting techniques.
- Familiarity with networking concepts including Ethernet, Wi-Fi, DHCP, and VPN connectivity.
- Experience supporting Microsoft 365 and other cloud-based business applications.
- Hands-on experience with iOS and Android device management and support.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
- Customer service mindset, with reliability, patience, and sound judgment under pressure.
- Excellent organizational abilities and attention to detail, with experience managing multiple priorities.
- Ability to work independently and collaboratively within a team-oriented IT environment.
- Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience.
- Minimum of two years of experience in help desk, desktop support, or technical support roles in a professional setting.
- Proven experience using ticketing systems and adhering to documented support processes and service level agreements.
- Experience configuring, imaging, and supporting end user devices in enterprise environments.
- Commitment to full-time, onsite presence five days per week, with limited flexibility based on operational needs.
Preferred Qualifications
- Technical certifications such as CompTIA A+, Microsoft, or Apple are considered a plus.
- Experience in publishing, media, or fast-paced creative environments is advantageous.
Technology Environment
Support spans a mixed environment including Windows and Mac systems, Microsoft 365, NEAT, Cisco, Yealink, and Crestron conferencing platforms, with core networking over Ethernet, Wi-Fi, DHCP, and VPN. Mobile device support includes iOS and Android operating systems.
Work Mode
This is an onsite position requiring consistent presence at the office location five days a week. Limited flexibility may be granted based on business requirements.
