Help Desk Technician

Hachette Book Group•New York, NY

8d•$55,000 - $70,000•Onsite

About The Position

Hachette Book Group seeks a Help Desk Technician who delivers strong customer service, clear communication, and consistent execution. This role provides front line and deskside technical support across end user devices, software, mobile technology, and conference room systems. The technician works closely with the broader IT team to keep employees productive, manage tickets with discipline, and maintain a high support standard across the business.

Requirements

Strong working knowledge of Windows and Mac operating systems, common end user hardware, standard peripherals, and core troubleshooting methods.
Working knowledge of networking fundamentals such as Ethernet, Wi Fi, DHCP, VPN, and basic connectivity troubleshooting.
Understanding of web based, cloud based, and Microsoft 365 style business applications.
Experience supporting mobile devices and operating systems, including iOS and Android.
Experience using and supporting audio visual equipment in conference rooms and event spaces.
Strong verbal and written communication skills, with the ability to explain technical issues clearly and professionally.
Customer focused approach with patience, follow through, and good judgment under pressure.
Strong organizational skills, attention to detail, and ability to manage multiple priorities while maintaining ticket discipline.
Interest in technology, business operations, and practical support needs within a publishing environment.
Ability to work independently on assigned tasks and effectively as part of a larger team.
Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent combination of education and relevant work experience.
2 or more years of help desk, desktop support, or technical support experience in a professional environment.
Experience using a ticketing system and working within documented support processes and service levels.
Experience installing software, configuring hardware, and supporting standard end user devices in an enterprise setting.
5 days in office

Nice To Haves

Technical certifications such as A+, Microsoft, Apple, or similar are a plus.
Experience in a publishing, media, creative, or similarly fast paced office environment is a plus.

Responsibilities

Provide first and second level support for incidents and service requests involving Windows and Mac computers, laptops, mobile devices, printers, docks, peripherals, operating systems, and standard business applications.
Diagnose and resolve technical issues related to hardware, software, user accounts, file access, connectivity, printing, conference room technology, and collaboration platforms.
Support users in person, remotely, and through the ticketing system, translating technical issues into clear, understandable guidance for users with different levels of technical experience.
Install, configure, image, deploy, and support new hardware and software, including laptops, desktops, mobile devices, monitors, docks, and other end user equipment.
Assist with onboarding, offboarding, laptop refreshes, office moves, and day to day provisioning tasks in partnership with the broader IT organization.
Support audio visual and meeting room technology, including NEAT, Cisco, Yealink, Crestron, displays, microphones, and conferencing platforms in small and large conference rooms.
Escalate complex issues to the appropriate support team with complete troubleshooting notes, business impact, and clear next steps.
Create and maintain documentation, standard operating procedures, knowledge articles, and accurate records of user interactions, resolutions, and recurring issues.
Provide user training and practical guidance on supported technologies and standard ways of working.
Contribute to team assignments, projects, and continuous improvement efforts as needed.