Desktop Support/AV Technician

Benchmark Education Company; New Rochelle (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

Benchmark Education Company in New Rochelle, NY is seeking a Desktop Support Technician to provide day-to-day IT support for employees and contractors, with emphasis on desktop and AV equipment, conferencing systems, and event support. The role requires strong customer service, ability to troubleshoot across Windows and Mac environments, and experience with Teams, Zoom, and other conferencing tools.

Office presence is required; travel once or twice a year may be needed.

Qualifications

• 2+ years in desktop and AV support.
• Experience supporting conference rooms and company events.
• Experience with Windows and Mac environments.

Responsibilities

• Deliver professional, courteous desktop support to employees as needed.
• Handle inbound service requests via phone, chat, email, or ticket system.
• Setup and configuration of new machines.
• Keep inventory up to date.
• Participation in IT projects as needed.
• Perform regular testing of systems, including daily walkthrough and issue escalation.
• Provide training and support to business users.
• Support leadership with white-glove level service during events.

Skills

Desktop support

AV support

Windows (Advanced)

Mac environments (Advanced)

Teams/Office apps

Customer service

Troubleshooting

Education

Bachelor's degree in IT/related field

High school diploma/GED with 4+ years desktop/AV/IT experience

Tools

Teams

Zoom

WebEx

Job description

*This position is onsite at our New Rochelle, NY office.

Role Description

As a Desktop Support Technician, you will assist with day-to-day support of IT services for employees and contractors of Benchmark Education and it's subsidiaries. You will also be responsible for support of Conference Rooms and Company Events, ensuring operational success for AV related technology, supporting hardware and functionality. The AV Technician provides support to the company's end users and their use of in house and remote conferencing and presentation technology. This role provides support to Benchmark Education's business operations at offices in New Rochelle and for remote employees. A strong skill set in supporting desktop, AV equipment, and applications are required with a focus on providing a high level of customer service. We need a someone with a natural curiosity and interest in all things tech. An innovative troubleshooter who can use multiple sources of information to find a solution to any problem they encounter.

Job Functions/Primary Responsibilities

• Deliver professional, courteous, Desktop Support services to employees as needed.
• Handle inbound service requests and incidents reported via phone, chat, e-mail, or ticket system.
• Setup and configuration new machines.
• Keep inventory up to date.
• Participation in IT projects as needed.
• Perform regular testing of the systems, including daily walkthrough and issues escalations.
• Provide training and support to business users.
• Delivers a "white glove" level of customer support to key leadership.
• Provide digital studio video and audio recordings of leadership videos, teleprompter setup, and video editing.
• Escalate issues to other Support Teams as required (e.g., vendor & infrastructure issues).
• Build and maintain solutions for our conferencing systems.
• Demonstrate an understanding of the concepts around Microsoft Teams, Microsoft Teams Rooms, Zoom and other conferencing systems. (i.e. WebEx, BlueJeans, etc.)
• Ensure all AV spaces are presentable for use.
• The ability work well under high-pressure situations and process feedback.
• Be a self-starter. Anticipate business needs and plan accordingly.
• Be able to present ideas and plans in a concise and well thought out manner.
• Maintain a calendar of events and plan resources, both technological and workforce, accordingly.
• Assist with show-running company events. (Town Halls, Sales Meetings, etc.)

Education, Skills, and Experience

• Legally eligible to work in the United States.
• Bachelor's degree and a minimum 2 years of Desktop and AV support experience OR in lieu of degree, a High School Diploma/GED, and minimum 4 years of Desktop and AV/IT experience.
• Minimum 2 years of experience working with client technology functions including A/V equipment configuration, and technical troubleshooting.
• Must be willing to work in our New Rochelle office full time.
• Must be willing to travel once or twice a year for offsite conferences/events.
• Organizational and analytical skills, and ability to navigate complex issues, and achieve strategic goals.
• Self-motivated, flexible, and highly resourceful.
• Strong verbal & written communication skills, with demonstrated experience in addressing all levels of the organization.
• Ability to prioritize and meet multiple aggressive deadlines.
• Knowledge of both the Windows and Mac environments - Advanced
• Mobile Device Use/Management, iOS and Android - Intermediate
• Microsoft Products (Office, Teams, Outlook to name a few)
• A/V Equipment & Related Technologies - Advanced
• Works under general supervision. Uses discretion and has awareness of health and safety at work.
• Takes initiative in identifying and negotiating appropriate development opportunities.
• Able to define and follow instructions and procedures.
• Demonstrates the ability to absorb and apply technical information.
• Uses broad range of information systems, technology functions and applications in line with IT industry standards as appropriate to the role.
• Demonstrates an organized approach to work.
• Demonstrates ability to engage and influence on complex issues at all levels both internally and customer facing.
• Proven ability to work under pressure and meet tight deadlines.
• Routine administrative skills
• Able to meet the physical requirements of the usual and customary methods of performing the job functions, including: a variety of standing, sitting, and walking throughout the day; lifting of up to 50 pounds.

Key Competencies

• Empathetic : Want to genuinely help other people. Have the willingness to understand another person's experience and see it through their eyes.
• Emotional Intelligence : Capability of recognizing, controlling, and expressing one's emotions and how to handle interpersonal engagements judiciously and empathetically.
• Problem Solver / Solution Provider : Strong analytical skills to assess a problem, determine the cause, and identify a clear path to a solution.
• Internet Savvy : Knowing how the Internet, Cloud, and IoT functions and the