Help Desk 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 Technician plays an important role in providing exceptional and wide-area Help Desk support while upholding a commitment to delivering excellent customer service. This position will work closely with the System Administrator team as required, collaborating to maintain the quality and availability of our services.

Essential Duties and Responsibilities:

• Exemplify character, commitment, and competence in every interaction while delivering exceptional technical assistance to our team members.
• Manage and support user creation, user email, VPN, printer configuration, and Windows file permissions.
• Responsible for PC setup/moves, maintaining and updating documentation, daily support activity within customer environments.
• 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.
• Ensure the safety, integrity, confidentiality, and availability of company information.
• Proactively monitor and respond promptly to requests received through the help desk application, fostering a culture of responsiveness and excellence.
• All other duties as assigned.

Prerequisites:

• Strong troubleshooting skills with demonstrated critical thinking.
• Effective communication and organizational skills, with the ability to share information, listen, and follow instructions from diverse personalities while maintaining professionalism.
• Ability to work with security cameras and access control systems.
• Ability to run cable, including Cat6 termination and patching.
• Willingness and ability to travel as needed.
• Capacity to operate mechanical lifts, such as cherry pickers and scissor lifts, or willingness to learn.
• Working knowledge of OSX and Windows .
• Experience supporting mobile devices like iPad, iPhone, Android, PC-based tablets, etc.
• Working knowledge of networking concepts including DNS, TCP/IP, DHCP, SMTP, as well as switches and wireless access points.
• Awareness of OS deployment solutions.

Education and / or Experience: Associates degree in a technical discipline and/or 3 – 5 years’ experience in a similar role. Strong experience with A/V Technology is preferred.

Physical Demands: While performing the duties of this job, the employee is required to: stand frequently, walk frequently, run occasionally, position self on top of or underneath objects occasionally, including stooping, kneeling, crouching and crawling. Balance occasionally, ascend and descend ladders occasionally, transport weights and/or exert force up to 50 pounds occasionally, seldom up to 75 pounds, observe details at a close range, detect color, detect peripheral objects, determine depth, and have ability to adjust focus between close range and distant objects. 

A valid driver's license may be required to operate motorized passenger vehicles and heavy equipment.

Work Environment: While performing the duties of this job, the employee can be exposed to: high, precarious places, risk of electrical shock, outdoor weather, including sun, rain, snow, extreme heat and cold, and noise levels that are typically low.