Senior Help Desk Technician

Hachette Book Group•New York, NY

5d•$70,000 - $80,000•Onsite

About The Position

Hachette Book Group seeks a Senior Help Desk Technician who delivers strong customer service, clear communication, technical depth, and consistent execution. This role provides advanced front line and deskside support across end user devices, software, mobile technology, collaboration tools, and conference room systems. The senior technician serves as the first level of escalation within the Help Desk team, helps keep ticket quality and service levels on track, and works on site five days a week to support employees and business operations.

Requirements

Advanced working knowledge of Windows and Mac operating systems, common end user hardware, standard peripherals, and core troubleshooting methods.
Strong working knowledge of networking fundamentals such as Ethernet, Wi Fi, DHCP, VPN, and basic connectivity troubleshooting.
Strong understanding of web based, cloud based, and Microsoft 365 style business applications and collaboration tools.
Ability to coordinate troubleshooting efforts between IT teams and external vendors and keep issues moving with clear ownership and follow through.
Experience supporting mobile devices and operating systems, including iOS and Android.
Strong experience using and supporting audio visual equipment in conference rooms and event spaces.
Excellent verbal and written communication skills, with the ability to explain technical issues clearly, professionally, and calmly.
Customer focused approach with sound judgment, patience, accountability, and follow through under pressure.
Strong organizational skills, attention to detail, and ability to manage multiple priorities while maintaining ticket discipline.
Ability to work independently on assigned tasks and effectively as part of a larger team.
Interest in technology, business operations, and practical support needs within a publishing environment.
Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent combination of education and relevant work experience.
7 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, service levels, and escalation paths.
Experience installing software, configuring hardware, and supporting standard end user devices in an enterprise setting.
Experience supporting mobile technology and operating systems, including Android and iOS.
Experience using and supporting A V equipment such as NEAT, Cisco, Yealink, Crestron, and similar conference room platforms.

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 advanced 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.
Serve as the first escalation point within the Help Desk team for complex tickets, stalled issues, repeat incidents, and high impact support needs.
Diagnose and resolve technical issues related to hardware, software, user accounts, file access, connectivity, printing, conference room technology, and collaboration platforms.
Coordinate troubleshooting efforts across End User Computing, Infrastructure, Security, Applications, and external vendors to drive issues to resolution.
Support users in person, remotely, and through the ticketing system, translating technical issues into clear, professional guidance for users with different levels of technical experience.
Own high visibility support work including executive support, business critical issues, major meeting support, and urgent office incidents until resolved or formally handed off.
Install, configure, image, deploy, and support new hardware and software, including laptops, desktops, monitors, docks, mobile devices, and other end user equipment.
Assist with onboarding, offboarding, device 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.
Set the example in following standard operating procedures, documentation requirements, communication expectations, and ticket handling discipline.
Create, review, and update knowledge articles, standard operating procedures, and technical instructions that improve support quality and consistency.
Provide coaching, practical guidance, and informal training to other technicians and end users as needed.
Identify recurring support issues, process gaps, and service risks, then recommend improvements that reduce repeat work and strengthen the user experience.
Lead daily or weekly team meetings as needed to review queue health, priorities, escalations, and operational follow through.
Monitor the support queue throughout the day and acknowledge new tickets within 30 minutes during business hours, or sooner for high priority issues.
Review assigned and team tickets daily, prioritize work by business impact and urgency, and help keep queue assignments balanced when service levels are at risk.
Provide same business day updates on open work, with daily progress notes for higher priority issues until resolved, transferred, or awaiting customer action.
Step into escalations quickly for outages, security concerns, executive support issues, conference room failures, and business critical incidents that cannot wait for normal queue handling.
Perform deskside support, remote troubleshooting sessions, walk up assistance, and hands on device swaps to restore service as quickly as possible.
Check conference rooms and shared technology spaces, prepare for important meetings or events, and respond quickly when audio visual issues affect the business.
Coordinate onboarding and offboarding tasks, including device preparation, account readiness, equipment recovery, and access changes based on approved process.
Document meaningful troubleshooting steps, resolutions, vendor interactions, and handoffs so tickets can be understood, audited, and supported by the team.
Review aging tickets, repeat incidents, and vendor dependencies, follow up proactively, and escalate risks early so service levels remain on track.
Coach newer technicians on troubleshooting approach, ticket quality, documentation, and professional user communication.
Own tickets from intake through resolution or formal escalation. Tickets should not sit without action, communication, or clear next steps.
Meet help desk service level expectations for acknowledgement, triage, user communication, escalation, and closure quality.
Acknowledge new tickets within 30 minutes during business hours, update active tickets the same business day, and maintain daily progress notes for high priority work.
Escalate immediately for outages, security incidents, executive support issues, major meeting failures, and business critical problems that require rapid coordination.
Close tickets with clear and professional resolution notes that explain what was done, what the user should expect next, and any follow up required.
Maintain strong attendance, reliability, and on site support coverage. This role is expected to be in the office five days a week at the assigned location.
Work collaboratively with End User Computing, Infrastructure, Security, Operations, and vendor partners to resolve issues efficiently and consistently.