Help Desk Technician

Strong working knowledge of Windows and Mac operating systems, common end user hardware, standard peripherals, and core troubleshooting methods.

Working knowledge of networking fundamentals such as Ethernet, Wi Fi, DHCP, VPN, and basic connectivity troubleshooting.

Understanding of web based, cloud based, and Microsoft 365 style business applications.

Experience supporting mobile devices and operating systems, including iOS and Android.

Experience using and supporting audio visual equipment in conference rooms and event spaces.

Customer focused approach with patience, follow through, and good judgment under pressure.

Provide first and second level support for incidents and service requests involving Windows and Mac computers, laptops, mobile devices, printers, docks, peripherals, operating systems, and standard business applications.

Diagnose and resolve technical issues related to hardware, software, user accounts, file access, connectivity, printing, conference room technology, and collaboration platforms.

Install, configure, image, deploy, and support new hardware and software, including laptops, desktops, mobile devices, monitors, docks, and other end user equipment.

Support audio visual and meeting room technology, including NEAT, Cisco, Yealink, Crestron, displays, microphones, and conferencing platforms in small and large conference rooms.

Escalate complex issues to the appropriate support team with complete troubleshooting notes, business impact, and clear next steps.

Create and maintain documentation, standard operating procedures, knowledge articles, and accurate records of user interactions, resolutions, and recurring issues.