Help Desk Senior Technician

Sight & Sound • Paradise Township, PA

19d

About The Position

Sight & Sound is an organization of people with diverse talents who come together in Christ to tell His story through who they are and what they do. It fosters a culture of love for God and others, trust, teamwork, and collaboration.

The Help Desk Senior provides senior-level help desk support and ensures high levels of customer service. The role serves as an escalation point for help desk technicians, offering critical thinking and advanced troubleshooting, and also performs project-based work. It supports end-user technology services and internal customers, including account provisioning, device lifecycle management, system access, collaboration tools, A/V technologies, documentation, and day-to-day IT operations. The position also helps protect the safety, integrity, confidentiality, and availability of company information.

Requirements

• Ability to remain calm under pressure and prioritize effectively while handling 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, and 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 and fiber.
• All hires 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.
• Serve as an escalation point for help desk technicians, providing 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.
• Help ensure the safety, integrity, confidentiality, and availability of company information.
• Provide first- and second-tier support to internal customers for technical issues involving computers, phones, printers, and hardware.
• 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