IT Support Technician - Sterling, United States - Addison Group

Description

Join our dynamic team as an IT Help Desk In this role, you'll be the hero solving technical puzzles, enhancing live events with your audiovisual expertise, and ensuring seamless operations for our users. You'll also dive into exciting project-based work, from upgrades to installations, making a real impact every day.

Responsibilities:

• Provide top-notch customer service, ensuring every user feels supported.
• Set up and configure Desktop/Laptop PCs and peripherals, including printers and USB-connected devices.
• Tackle hardware and network connectivity issues like a pro.
• Troubleshoot and document solutions for Office 365 and Windows OS problems.
• Handle hardware provisioning remotely, making life easier for our team.
• Maintain detailed records of your actions to keep everything running smoothly.
• Analyze complex service requests strategically, finding efficient solutions.
• Assist fellow technicians with escalated service requests, collaborating to overcome challenges.
• Don't hesitate to escalate issues to higher-level technicians or management when needed.
• Contribute to creating SOPs that keep our team operating at peak efficiency.
• Fine-tune audiovisual setups, ensuring high-quality broadcasts and recordings.

Requirements:

• 2-4 years of experience in enterprise helpdesk or computer support, with a solid grasp of audiovisual concepts.
• Preferably experienced at level 2 or higher in a similarly complex IT environment.
• Familiarity with support portal software and adept at triaging service requests.
• Knowledgeable about testing and troubleshooting audiovisual equipment, from video to control systems.
• Expertise in Windows PC hardware and software.
• Understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve moderately complex technical and audio issues.
• Detail-oriented with the ability to multitask and prioritize effectively.