Help Desk Senior Technician

Sight & Sound is an organization comprised of people with diverse talents coming together as one in Christ to tell His story through who we are and what we do.  We foster a culture of love for God and love for others, trust and teamwork, and a collaborative environment in which we get to do our best work every day.   

The Help Desk Senior is responsible for ensuring high levels of customer service while providing a senior level of helpdesk support. This role will function as an escalation point for the helpdesk technicians to assist with critical thinking and high-level troubleshooting. This will also include project-based work.

Essential Duties and Responsibilities: 

• Proactively monitor and respond promptly to requests received through the help desk application, fostering a culture of excellence.

• Reinforce quality standards established by the Help Desk Lead and IT Operations Supervisor
• Strong troubleshooting skills with demonstrated critical thinking.
• Strong organizational and communication skills involving the ability to disseminate information and knowledge to people with various levels of technical awareness.
• Manage and support end user technology services including but not limited to account provisioning, device lifecycle management, systems access, collaboration tools, A/V technologies, documentation, and day-to-day IT operations.
• Responsible for system setup/moves, maintaining and updating documentation.
• Ensure the safety, integrity, confidentiality, and availability of company information.
• Provide first and second-tier support for internal customers, addressing technical issues with their computers, phones, and printers, including hardware support, while demonstrating competence and care.
• All other duties as assigned.

Prerequisites: 

• Ability to remain calm under pressure and wisely prioritize when juggling multiple problems and projects
• Excellent discernment, negotiating and problem-solving abilities
• Advanced knowledge of OSX, Windows, and mobile devices
• Strong interpersonal skills
• Self-motivated with a passion for technology and helping people
• Working knowledge of networking concepts including DNS, TCP/IP, DHCP, SMTP, as well as switches and wireless access points
• Working knowledge of OS deployment technologies
• Strong experience with A/V Technology
• Strong experience with Entra ID/Azure
• Ability to run and terminate Cat6 cable/Fiber
• Net+ Certification preferred

The physical demands of this position include a blend of active and desk work. You will be on your feet for most of the day, standing and walking frequently, potentially kneeling, crouching, stepping onto ladders, and/or working at a desk. This position is expected to frequently lift/exert up to 50 lbs. of force, seldom up to 75 lbs. The full physical requirements of this job are available upon request.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.