What are the responsibilities and job description for the Help Desk Senior Technician position at Sight & Sound?
Job Details
Description
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 provided 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.
Essential Duties And Responsibilities
Description
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 provided 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.
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 user creation, user email, VPN, printer configuration, and file permissions.
- 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.
- 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