Senior Help Desk Technician - Escalation & Projects

Sight Sound; Pennsylvania; On-site; USD 65,000 - 90,000; Full time

Job summary

Sight & Sound is seeking a Senior Help Desk professional to ensure high levels of customer service and provide senior escalation support. The role includes handling end-user tech issues, system setups, and documentation updates within a collaborative IT environment.

The ideal candidate will have advanced knowledge of OSX, Windows, mobile devices, networking basics, and A/V tech, with experience in Entra ID/Azure and OS deployment. This on-site role supports daily IT operations in PA.

Qualifications

• Advanced knowledge of OSX, Windows, and mobile devices.
• Strong interpersonal skills and ability to communicate with varied technical awareness levels.
• 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.

Responsibilities

• Proactively monitor and respond to requests received through the help desk application.
• Foster a culture of excellence and reinforce quality standards with the team.
• Provide first and second-tier support for internal customers (computers, phones, printers) including hardware support.
• Escalate complex issues and serve as escalation point for technicians.
• Handle system setup/moves, documentation maintenance, and day-to-day IT operations.
• Participate in project-based work as needed.

Skills

OSX/macOS

Windows

Mobile devices

Networking basics

Documentation

Troubleshooting

Customer service

Problem solving

Education

Associates or better

Tools

Entra ID/Azure

Job description

Sight & Sound is seeking a Senior Help Desk professional to ensure high levels of customer service and provide senior escalation support. The role includes handling end-user tech issues, system setups, and documentation updates within a collaborative IT environment.

The ideal candidate will have advanced knowledge of OSX, Windows, mobile devices, networking basics, and A/V tech, with experience in Entra ID/Azure and OS deployment. This on-site role supports daily IT operations in PA.