IT/AV Technician L2

***Client Job Description***

Summary
Ideal candidates will be proactive, possess strong written and verbal communication skills, comfortable in high-pressure environments and forward thinking during slow periods. Must possess critical thinking for technical troubleshooting and create knowledge base articles/user stories. Should proactively improve user experience with innovative support strategies and application design ideas. Strong communication skills required for engaging end users and stakeholders and knowledge-sharing with other technicians. Ability to partner effectively with cross-functional teams is essential.
 
Job Responsibilities:
IT Support

• Be the escalation for L1 support and oversee that weekly support tasks are done
• Troubleshoot and support Mac & Windows corporate devices and escalate challenging support issues to Tier 3 when needed
• Provide face-to-face and virtual support for corporate end user hardware and software issues
• Provide “White Glove” support by liaising with Executive support team to assist with Executive support needs

• Provide support for end user devices running on either Windows OS, Apple OS X, Chrome OS (Chromebooks), iOS, or Android
• Troubleshoot and support SW related issues with Zoom, Google Suite, Google Meet, Jamf, Intune, and other corporate applications
• Assign, deploy, and collect laptops from corporate users
• Provide local network & infrastructure operational support as needed
• Image and Provision Macs and PCs to employees as needed
• Wipe Macs and PCs recovered from employees leaving the org. or devices being retired
• Monitor, track, and update support tickets associated with the DC location
• Author and edit support procedures tied to knowledge base articles

• Fix or replace broken and damaged corporate
• Deploy, troubleshoot, and replace monitors and peripherals used by end users
• Perform HW Installs, Moves, Adds, and Changes (IMAC) in the DC office as needed
• Maintain inventory counts of all IT peripherals, Macs, PCs, print toners, and miscellaneous assets
• Maintain Storage room assets and inventory
• Perform printer management and preventative maintenance
• Handle devices being retired and properly prepare device for E-waste

AV Support

• Be escalation point for T1 AV technician troubleshooting and support tickets
• Provide “White Glove” conference room and meeting support for executives
• Setup of 8th floor event space/conference room with mobile cart for employee happy hours and other employee events
• Execute kick off for tier 1 AV events including equipment set up, drop-off, and pick up as needed
• Be onsite AV Support but not limited to equipment removal/replacement, cable management, and initial troubleshooting/break-fix
• Perform conference room preventative maintenance checks and regular testing of in-room equipment
• Confirm video, audio, and room peripherals are working as intended
• Work hand-in-hand with team members and administrative staff to arrange and configure conference rooms
• Ensure excellent user experience in conference rooms and shared office space
• Report metrics and track trends on AV equipment health and condition

Required Qualifications / Experience:

• 3+ years of experience supporting Apple devices (Macs, iPhones, and iPads) in a corporate environment
• 2+ years of experience as a Level-2 Support Technician working in an IT Help Desk / Service Desk providing support to corporate users
• 1+ year of experience working with Inventory Tracking Systems for IT asset management
• 1+ year of experience working with Ticketing Systems, like Zendesk or ServiceNow
• 1+ year of experience providing AV operations or event support in a corporate environment
• Experience troubleshooting and supporting Google Meet Series One devices and services
• Highly dependable, punctual, and able to work independently as well as with diverse groups

Preferred Qualifications / Experience:

• A+ Certification
• 3+ years of HW/SW break-fix experience
• 1+ year of experience performing AV Event set up and support
• 1+ year of experience supporting PCs operating the Windows OS
• AV Equipment installation experience
• Experience facilitating teams and workflows

Job Type:

• Part-time, 32 hours per week (Monday–Thursday)

The estimated pay range for this position is USD $30.00/Hr - USD $35.00/Hr. Exact compensation and offers of employment are dependent on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.