Help Desk Senior Technician

Sight & Sound Brand • Ronks, PA

18d

About The Position

The Help Desk Senior Technician ensures high levels of customer service while providing senior-level help desk support. The position serves as an escalation point for help desk technicians, helping with critical thinking and high-level troubleshooting, and also performs project-based work. The role supports end-user technology services and day-to-day IT operations while helping maintain the safety, integrity, confidentiality, and availability of company information.

Requirements

• Ability to remain calm under pressure and prioritize wisely while handling multiple problems and projects.
• Excellent discernment, negotiating, and problem-solving abilities.
• Advanced knowledge of OSX, Windows, and mobile devices.
• Strong interpersonal, organizational, and communication skills, including the ability to share information with people with varying levels of technical awareness.
• Self-motivated, with a passion for technology and helping people.
• Working knowledge of networking concepts, including DNS, TCP/IP, DHCP, SMTP, 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 and fiber.
• Must verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.

Nice To Haves

• Net+ certification preferred.

Responsibilities

• Proactively monitor and promptly respond to requests received through the help desk application.
• Reinforce quality standards established by the Help Desk Lead and IT Operations Supervisor.
• Provide escalation support to help desk technicians, including critical thinking and high-level troubleshooting.
• Manage and support end-user technology services, including account provisioning, device lifecycle management, system access, collaboration tools, A/V technologies, documentation, and day-to-day IT operations.
• Set up and move systems and maintain and update documentation.
• Ensure the safety, integrity, confidentiality, and availability of company information.
• Provide first- and second-tier support for internal customers experiencing technical issues with computers, phones, and printers, including hardware support.
• Perform project-based work and other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed