AV Helpdesk Specialist — On-Site in Indianapolis

American Sound; Indianapolis (IN); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401k

Vacation, PTO & Paid Holidays

Job summary

American Sound, a Midwest AV integration and service provider, seeks an AV Remote Support Tier 1 specialist based in Indianapolis, IN. You will handle front-desk emails and calls, create and update tickets, and manage SLA timers while guiding customers through ticket resolution.

Ideal candidates bring 2+ years in helpdesk or customer service, strong organization, and clear communication. On-site role with comprehensive benefits and growth opportunities.

Qualifications

• 2+ years helpdesk experience or direct customer service support.
• Attention to detail and the ability to stay organized.
• Ability to prioritize and stay on task.
• Great customer skills with a focus on customer satisfaction and communication.

Responsibilities

• Provide front door coverage of emails and phones for American Sound’s Remote Operation Center.
• Open and update support tickets.
• Respond in a timely manner to keep customers and teammates up to date on ticket life cycle.
• Be responsible for SLA timers and escalation needs.
• Assist with RMA management and shipping requests.
• Assist with customer billings and communications post ticket resolutions.

Skills

Helpdesk experience

Customer service

Communication skills

Organizational skills

Remote support tools

Tools

ServiceNow

Screen Connect

RDP

Jump boxes

Job description

American Sound, a Midwest AV integration and service provider, seeks an AV Remote Support Tier 1 specialist based in Indianapolis, IN. You will handle front-desk emails and calls, create and update tickets, and manage SLA timers while guiding customers through ticket resolution.

Ideal candidates bring 2+ years in helpdesk or customer service, strong organization, and clear communication. On-site role with comprehensive benefits and growth opportunities.