Help Desk Senior Technician

Sight & Sound is an organization comprised of people with diverse talents coming together as one in Christ to tell His story through who we are and what we do. We foster a culture of love for God and love for others, trust and teamwork, and a collaborative environment in which we get to do our best work every day.

The Help Desk Senior is responsible for ensuring high levels of customer service while providing a senior level of helpdesk support. This role will function as an escalation point for the helpdesk technicians to assist with critical thinking and high-level troubleshooting. This will also include project-based work.

Essential Duties and Responsibilities:

• Proactively monitor and respond promptly to requests received through the help desk application, fostering a culture of excellence.
• Reinforce quality standards established by the IT Operations Supervisor
• Demonstrate strong critical-thinking and troubleshooting skills, with the ability to independently investigate and resolve complex or unfamiliar technical issues.
• Strong organizational and communication skills involving the ability to disseminate information and knowledge to people with various levels of technical awareness.
• Manage and support end user technology services including but not limited to account provisioning, device lifecycle management, systems access, collaboration tools, A/V technologies, documentation, and day-to-day IT operations.
• Demonstrate advanced troubleshooting skills across both Windows and macOS environments, including the use of macOS Terminal and command-line tools to diagnose and resolve complex issues.
• Responsible for system setup/moves, maintaining and updating documentation.
• Ensure the safety, integrity, confidentiality, and availability of company information.
• Provide first and second-tier support for internal customers, addressing technical issues with their computers, phones, and printers, including hardware support, while demonstrating competence and care.
• All other duties as assigned.

Prerequisites:

• Ability to remain calm under pressure and wisely prioritize when juggling 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, SMTP, as well as switches and wireless access points

• Working knowledge of OS deployment technologies

• Strong experience with A/V Technology