Help Desk Senior Technician

Sight-; Strasburg Township (PA); On-site; USD 65,000 - 90,000; Full time

Job summary

Sight & Sound is seeking a Senior Help Desk professional to serve as an escalation point and lead high-level troubleshooting, while supporting end-user technology services and daily IT operations.

The role emphasizes strong communication, problem solving, and the ability to manage multiple priorities in a fast-paced environment. On-site work and project-based duties are expected.

Qualifications

• Calm under pressure and able to 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 and effective communication with varied technical audiences.
• Self-motivated with a passion for technology and helping people.
• Working knowledge of DNS, TCP/IP, DHCP, SMTP, switches and wireless access points.
• Working knowledge of OS deployment technologies.
• Experience with A/V technology.
• Experience with Entra ID/Azure.
• Ability to run and terminate Cat6 cable/Fiber.
• Net+ Certification preferred.

Responsibilities

• Proactively monitor and respond to help desk requests.
• Support end user technology services including provisioning, device lifecycle, access, collaboration tools, and A/V tech.
• Maintain and update documentation; ensure security and availability of company information.
• Provide first and second-tier support for internal customers (computers, phones, printers).
• Escalate and assist with complex issues as a senior escalation point.
• Assist with project-based work and IT operations improvements.

Skills

Calm under pressure

Troubleshooting

Customer service

Problem solving

Networking basics

DNS/TCP-IP/DHCP

Communication skills

Education

Associates degree or better

Net+ Certification preferred

Tools

Entra ID/Azure

A/V Technology

OS deployment technologies

Cat6 / Fiber cabling

Job description

Sight & Sound is an organization comprised of people with diverse talents coming together as one in Christto 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 Help Desk Lead and IT Operations Supervisor
• Strong troubleshooting skills with demonstrated critical thinking.
• 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.
• 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
• Strong experience with Entra ID/Azure
• Ability to run and terminate Cat6 cable/Fiber
• Net+ Certification preferred

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Qualifications

Education

Preferred

Associates or better.

Experience

Preferred

5 years:

Experience in a similar role

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.