The Role

As an Onsite Helpdesk Technician, you will be responsible for supporting the user experience by managing and maintaining IT and AV assets, providing basic troubleshooting and onsite support, and ensuring the seamless functioning of end-user workstations. This role is essential in maintaining the operational efficiency of our office environment and providing high-quality service to our users.

Responsibilities

•  User Support: Assist users with receiving and setting up computers (laptop, desktop, Windows 11, macOS) and phones (Android, iOS). Provide basic troubleshooting and onsite support for hardware and software issues, ensuring quick resolution to minimize downtime.
•  Workstation Maintenance: Ensure end-user workstations are always functioning, including screens, hubs, and peripherals. Regularly check and maintain equipment, supply peripherals and cables as needed, and proactively address potential issues before they impact users.
•  Asset Management: Keep track of all corporate IT assets in the IT/AV environment. Maintain asset records through barcoding and conduct regular audits. Ensure assets are utilized for their mandated period and replace them after the period has passed. Implement efficient inventory management practices to streamline asset tracking and utilization.
•  Logitech Teams Rooms Maintenance: Maintain Logitech Teams rooms, ensuring they are patched, updated, and functioning properly. Conduct routine checks and updates to prevent disruptions during meetings and presentations.
•  Software Updates: Support laptop version updates, ensuring all devices are up-to-date with the latest software. Coordinate with users to schedule updates at convenient times to minimize disruption.
•  Onsite Availability: Always be onsite during office hours to provide immediate support. Be the first point of contact for any IT-related issues, ensuring prompt and effective resolution.
•  Minor Repairs and RMAs: Perform minor repairs as needed. Manage RMAs and handle external warranty and repair processes efficiently, coordinating with vendors to ensure timely resolution.
•  Engineering Support: Assist engineering teams with tasks on machines, such as investigations or application management. Ensure compliance with all security protocols and procedures during these tasks.
•  Onboarding and Offboarding: Support the onboarding and offboarding lifecycle by handing out and collecting machines, ensuring end-users have everything they need from day one. Provide thorough orientation for new hires on IT policies and usage.
•  Whiteglove Service: Provide whiteglove service for executive management and directors to ensure maximum uptime for these users. Be proactive in addressing their IT needs and offer personalized support to enhance their productivity.
•  Peripheral Management: Ensure all end-user peripherals and cables are in working order and readily available. Conduct regular audits of peripheral stock and reorder as necessary to maintain sufficient supplies.
•  Dante Sound Network and OBS: Learn and use a Dante sound network as well as OBS for basic studio presentations conducted by the company. Support users in a producer role for presentations, ensuring high-quality audio-visual output and smooth operation.
•  Training and Documentation: Provide training sessions for users on common IT tasks and best practices. Create and maintain documentation for troubleshooting procedures and IT policies to ensure consistency and ease of access for users.
•  Collaboration and Teamwork: Work closely with other IT team members and departments to address and resolve complex issues. Participate in team meetings and contribute to the continuous improvement of IT services and support processes.

Requirements

•  Educational Background: Some educational background in IT or related field. Certifications such as MD-102 are a plus.
•  Experience: Entry-level position suitable for newcomers. Demonstrated technical savviness is required. Prior experience in a technical support or helpdesk role is beneficial.
•  Technical Skills: Basic understanding of IT hardware and software, including Windows 11, macOS, Android, and iOS. Familiarity with Logitech Teams rooms, Dante sound network, and OBS is a plus.
•  Interpersonal Skills: Strong communication and interpersonal skills, capable of providing excellent customer service to users at all levels within the organization. Ability to explain technical concepts in a clear and understandable manner.
•  Organizational Skills: Ability to manage and track IT assets meticulously, ensuring accuracy in asset management and auditing. Strong time management skills and the ability to prioritize tasks effectively.
•  Problem-Solving Skills: Proactive and resourceful in troubleshooting and resolving technical issues. Ability to think critically and adapt to changing circumstances.
•  Onsite Presence: Must be available onsite during office hours to provide immediate support. Reliable and punctual, with a commitment to providing consistent and dependable service.
• This position offers an excellent opportunity for individuals looking to start their career in IT support, providing hands-on experience in a dynamic office environment. You will gain exposure to a wide range of IT and AV technologies, enhance your technical skills, and contribute to the efficiency and productivity of our organization.