The role of the HelpDesk Technician is to assist customers who are experiencing any procedural or operating difficulty with the use of A/V applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the HelpDesk Technician is responsible to ensure that an effective solution is provided to the user.
Responsibilities:
- Effectively, professionally, and respectfully represents other Information Technology & Audio Video staff members, teams, and their services to the client community.
- Provides support for all Information Technology & Audio Video products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
- Determines the most effective manner to resolve the customerâs technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
- Records required customer and problem information in Work Order/Ticketing System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
- Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
- Verifies that suggested solutions effectively resolve the usersâ problems through verbal or email follow up.
- Works on HelpDesk related projects as assigned by supervisor.
- Ability to be on call on weekends and/or nights
Requirements:
- AV Experience Required: Includes but not limited to â Crestron, Peavey, QSC, Video Wall Digital Displays (Samsung, LG, Phillips), BS, Extron, Shure, Vaddio, Just Add Power, BTX, CTS, Dante Level 1 and 2, Crestron, QSC Certificates preferred.
- Experience in hardware, software, network troubleshooting, basic to intermediate operating system functionality or equivalent training and/or education is necessary. Operating systems include: Windows, OS X, iOS & Android.
- This position also requires basic to intermediate functionality or equivalent training and/or education in Control Systems and Digital Signal Processing including but not limited to: Crestron Control Systems, Peavey Media Matrix, BSS London & Rane Digital Signal Processing. Certifications held in any of the aforementioned systems will be highly regarded. Additionally, customer service experience is preferred.
- AV Programming knowledge is preferred.
- This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact
- This position involves projects and/or assignments requiring considerable decision-making authority regarding procedures, plans, and schedules.
- Ability to work independently and in a team setting is imperative.
- Must be able to learn and support new and quickly-changing technologies.
- Ability to be on call on weekends and/or nights
- Ability to research solutions or information regarding technical issues.
- Must have a good command of the English language in order to provide effective phone, desk-side, and email support.
- Needs ability to use a keyboard to enter and retrieve data.
Must have good eyesight to view computer monitor and phone.
