Help Desk Technician

Sight & Sound Brand; Branson (MO); On-site; USD 45,000 - 60,000; Full time

Job summary

Sight & Sound is seeking a Help Desk Technician to provide exceptional wide-area support and customer service, working closely with the System Administrator team to maintain service quality.

The role requires troubleshooting, setting up PCs, managing user accounts, VPN, printers, and file permissions; travel may be required; OS X and Windows experience; knowledge of networking and AV tech is preferred.

Qualifications

• Associates degree in Information Technology or related field.
• 3–5 years’ experience in a similar Help Desk role.
• Experience with A/V technology is preferred.
• Experience supporting mobile devices.
• Strong troubleshooting and communication skills.
• Ability to travel as needed.
• Working knowledge of OSX and Windows.
• Networking knowledge: DNS, TCP/IP, DHCP, SMTP, switches and wireless access points.
• OS deployment knowledge.

Responsibilities

• Provide first and second-tier support for internal users' computers, phones, and printers.
• Manage user creation, email, VPN, printer configuration, and Windows file permissions.
• Set up PCs and moves; maintain documentation; monitor help desk requests.
• Ensure security and availability of company information.
• Collaborate with System Administrator team to maintain services.
• Proactively respond to help desk requests with promptness.

Skills

Troubleshooting

Communication

Travel readiness

OSX

Windows

Mobile devices

Networking basics

Printer configuration

Documentation

Education

Associates degree in Information Technology or related field

Tools

VPN

Printer setup

Active Directory

DNS

TCP/IP

DHCP

SMTP

Job description

Sight & Sound is an organization comprised of people with diverse talents coming together as one in Christ to 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 Technician plays an important role in providing exceptional and wide-area Help Desk support while upholding a commitment to delivering excellent customer service. This position will work closely with the System Administrator team as required, collaborating to maintain the quality and availability of our services.

Essential Duties and Responsibilities:

• Exemplify character, commitment, and competence in every interaction while delivering exceptional technical assistance to our team members.
• Manage and support user creation, user email, VPN, printer configuration, and Windows file permissions.
• Responsible for PC setup/moves, maintaining and updating documentation, daily support activity within customer environments.
• 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.
• Ensure the safety, integrity, confidentiality, and availability of company information.
• Proactively monitor and respond promptly to requests received through the help desk application, fostering a culture of responsiveness and excellence.
• All other duties as assigned.

Prerequisites:

• Strong troubleshooting skills with demonstrated critical thinking.
• Effective communication and organizational skills, with the ability to share information, listen, and follow instructions from diverse personalities while maintaining professionalism.
• Ability to work with security cameras and access control systems.
• Ability to run cable, including Cat6 termination and patching.
• Willingness and ability to travel as needed.
• Capacity to operate mechanical lifts, such as cherry pickers and scissor lifts, or willingness to learn.
• Working knowledge of OSX and Windows .
• Experience supporting mobile devices like iPad, iPhone, Android, PC-based tablets, etc.
• Working knowledge of networking concepts including DNS, TCP/IP, DHCP, SMTP, as well as switches and wireless access points.
• Awareness of OS deployment solutions.

Education and / or Experience: Associates degree in a technical discipline and/or 3 – 5 years’ experience in a similar role. Strong experience with A/V Technology is preferred.

Physical Demands: While performing the duties of this job, the employee is required to: stand frequently, walk frequently, run occasionally, position self on top of or underneath objects occasionally, including stooping, kneeling, crouching and crawling. Balance occasionally, ascend and descend ladders occasionally, transport weights and/or exert force up to 50 pounds occasionally, seldom up to 75 pounds, observe details at a close range, detect color, detect peripheral objects, determine depth, and have ability to adjust focus between close range and distant objects.

A valid driver's license may be required to operate motorized passenger vehicles and heavy equipment.

Work Environment: While performing the duties of this job, the employee can be exposed to: high, precarious places, risk of electrical shock, outdoor weather, including sun, rain, snow, extreme heat and cold, and noise levels that are typically low.

Qualifications

Behaviors

Preferred

Team Player

Works well as a member of a group

Dedicated

Devoted to a task or purpose with loyalty or integrity

Education

Required

Associates or better in Information Technology or related field.

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.