Service Help Desk

The Help Desk Technician will monitor live customer dashboards to potentially resolve problems prior to customer knowing they have any issue. This proactive approach is key to the level of support we provide our clients within our MSA offering. This technician will also receive trouble tickets raised by users through emails, telephones, or in-person. As the front line for the service desk, they need to comfortably handle these issues independently. A positive work ethic centered around outstanding and careful customer interaction and support is required. This position serves as the first point of contact for troubleshooting hardware/software, AV equipment, and associated MSA Linux PC support. The position is responsible for following standard procedures (where present) and written instructions (when provided) to accomplish assigned tasks. The position assists users via telephone, email, chat, and in person with a wide range of questions, problems, and requests related to AV software, hardware, peripherals, applications, and basic network issues. Remote support of project team during the commissioning phase of projects will also be required.

Job Description

60% - Meet client requirements through first-contact resolutions with excellent customer service and satisfaction. Provide technical support via phone, email, chat, remote, or in person. Identify if the technical issue can be quickly resolved or if it needs to be escalated. Continuously look to improve current support and business processes through these interactions. Training will be provided as needed or required by implementation of new technologies. This support will include:

• Support of a variety of audio video hardware and software systems utilized by stakeholders in wide variety of environments.
• Monitor customer dashboards to identify and create service tickets as necessary
• Creating/updating/escalating trouble tickets as required to meet service level agreements.
• Identification as to whether the technical issues encountered can be quickly resolved remotely or determine if an on-site visit / escalation will be necessary.
• Support, install and upgrade new and existing audio video equipment including firmware upgrades and required updates.
• Troubleshooting hardware and software issues for various AV environments.
• Quality troubleshooting skills are a must to test and isolate the source of issues.
• Preparation of spaces prior to use to ensure requested technology is available and working when requested for classes, meetings, or events.
• Confirming customer understanding of the solution and provide additional customer education as needed.
• Documentation: Maintain accurate inventory information for both hardware and software products. Create and update procedures and knowledgebase articles. Generate technical and layman reports as required

40% - Complete projects and other duties as assigned, including but not limited to:

• Provide quotes for new equipment procurement.
• Maintain accurate inventory information for both hardware and software products.
• Support, install and upgrade equipment, including imaging of MSA computers.
• Create and document trouble tickets as required by the workflow.
• Create and update company procedures and knowledgebase articles.
• Develop broad and in-depth knowledge of software and hardware that are unique to the support area.

Security Profile:

• This position shares in responsibility for information security by following all applicable security policies and procedures.
• This position is authorized to handle sensitive or confidential data in accordance with established procedures in the performance of job duties.
• This position is authorized to use elevated privilege accounts in the performance of job duties.

Required Qualifications

• High School Diploma/GED and two years of relevant experience. (Experience can be via work history and/or class work or projects.)
• Excellent communication skills as evidenced by application materials and interview.

Preferred Qualifications

• Experience providing technical support and excellent customer service ranging from an academic environment to a diverse corporate office space.
• Experience providing general audio-visual systems support.
• Experience with Crestron or QSC system environments.
• Experience with various network topologies and network configuration.
• Experience with a ticketing system such as ServiceNow or ConnectWise.
• Experience creating technical documentation and troubleshooting tasks.
• Associate degree, technical college certificate, or higher degree in a technology-related field.

Advertised Salary Range

$45,000- $55,000

As a local leading technology solution provider, Link Integration Group strives to provide solutions that exceed client expectations. From boardrooms to classrooms, command centers to training rooms, and video conferencing spaces to auditoriums, our team is designing and building systems that allow them to collaborate in ways like they never realized. Our exceptional team delivers innovative solutions and is constantly growing to serve new markets. Come help us create the next innovative solutions for our expanding list of clients!

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• Hardworking And Dedicated