Desktop Support/AV Technician

Benchmark Education Company•New Rochelle, NY

1d•Onsite

About The Position

The Desktop Support/AV Technician provides day-to-day IT services for Benchmark Education employees and contractors, including remote employees and staff at the New Rochelle office. The role supports desktop hardware and applications, conference rooms, company events, and in-house and remote conferencing and presentation technology. The technician is expected to provide a high level of customer service, including “white glove” support to key leadership, and to troubleshoot technology issues using multiple sources of information. This role also supports digital studio recordings of leadership videos, including audio and video recording, teleprompter setup, and video editing. The technician works under general supervision, uses discretion and awareness of workplace health and safety, and applies technical information and IT systems in line with industry standards. The position is onsite and requires travel once or twice a year for offsite conferences or events.

Requirements

Legally eligible to work in the United States.
Either a bachelor’s degree and at least 2 years of desktop and AV support experience, or a high school diploma/GED and at least 4 years of desktop and AV/IT experience.
At least 2 years of experience working with client technology functions, including AV equipment configuration and technical troubleshooting.
Willingness to work full time in the New Rochelle office.
Willingness to travel once or twice a year for offsite conferences or events.
Organizational and analytical skills, including the ability to navigate complex issues and achieve strategic goals.
Self-motivated, flexible, and highly resourceful.
Strong verbal and written communication skills and experience addressing all levels of an organization.
Ability to prioritize and meet multiple aggressive deadlines.
Knowledge of Windows and Mac environments.
Advanced mobile device use and management skills for iOS and Android.
Knowledge of Microsoft products, including Office, Teams, and Outlook.
Advanced knowledge of AV equipment and related technologies.
Ability to absorb and apply technical information and use a broad range of information systems, technology functions, and applications.
Organized approach to work and routine administrative skills.
Ability to engage and influence on complex issues with internal stakeholders and customers.
Proven ability to work under pressure and meet tight deadlines.
Ability to meet physical job requirements, including standing, sitting, and walking throughout the day and lifting up to 50 pounds.

Responsibilities

Deliver professional and courteous desktop support to employees.
Handle inbound service requests and incidents received by phone, chat, email, or ticket system.
Set up and configure new machines and keep inventory up to date.
Participate in IT projects as needed.
Perform regular system testing, including daily walkthroughs, and escalate issues.
Provide training and support to business users.
Provide “white glove” customer support to key leadership.
Record leadership videos in the digital studio, including audio and video recording, teleprompter setup, and video editing.
Escalate issues to other support teams as required, including vendor and infrastructure issues.
Build and maintain solutions for conferencing systems.
Support Microsoft Teams, Microsoft Teams Rooms, Zoom, WebEx, BlueJeans, and other conferencing systems.
Ensure AV spaces are presentable and ready for use.
Maintain an events calendar and plan technological and workforce resources accordingly.
Assist with show-running company events, including town halls and sales meetings.
Anticipate business needs, plan accordingly, and present ideas and plans clearly.
Prioritize work and meet multiple deadlines while working under pressure.
Identify and negotiate appropriate development opportunities.
Follow instructions and procedures and maintain routine administrative skills.