NewSenior Help Desk Technician

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

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

Strong understanding of web based, cloud based, and Microsoft 365 style business applications and collaboration tools.

Ability to coordinate troubleshooting efforts between IT teams and external vendors and keep issues moving with clear ownership and follow through.

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

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

Provide advanced 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.

Coordinate troubleshooting efforts across End User Computing, Infrastructure, Security, Applications, and external vendors to drive issues to resolution.

Support users in person, remotely, and through the ticketing system, translating technical issues into clear, professional guidance for users with different levels of technical experience.

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