We are seeking a positive and enthusiastic IT Help Desk / Audiovisual Technician who loves working as part of a team to support students and staff in a higher education setting. Under the direction of the Director of IT, the IT Help desk / Audiovisual Technician provides first and second-level phone and in-person support to users for email, connectivity, networking, operating system, and application issues; responsible for generating support tickets, troubleshooting IT-related problems and escalating trouble tickets as necessary to specialized staff for resolution.
The IT Help desk / Audiovisual Technician will also participate in project-based work such as upgrades, installations, etc., and must be effective in interpersonal communication and problem-solving, set up and operate the video, audio, and lighting equipment used to enhance live events. They assemble microphones, mix sound boards, coordinate graphics, operate spotlights, manage video recordings, and provide technical support.
Provide exceptional customer service to all users
Install and configure Desktop/Laptop PCs and peripherals such as printers and USB-connected devices.
Configure and support mobile devices such as iOS (iPhone and iPads) and support Android mobile phones.
Troubleshoot hardware and network connectivity issues at an advanced level.
Troubleshoot and document resolution for Google Workspace and Windows Operating System Issues.
Provisioning of hardware devices remotely.
Collect, provide, and maintain detailed records in service requests regarding actions taken to resolve.
Strategically analyze complex service requests to resolve them in a time-efficient manner.
Support escalation process by working on service requests escalated by fellow IT Support Technicians.
Escalate service requested to higher-level Support Technicians/Management in a timely manner when needed.
Help create SOPs to support the team in the resolution of service requests.
Conduct quality control analysis during performances and adjust as needed
Connecting, tuning, and configuring AV setups to ensure high-quality broadcasting and recordings
Work directly with clients and implement their specifications
The job may require after-normal business hour support as well as possible weekends
1-3 Years minimum experience in an enterprise helpdesk or computer support environment with working knowledge of Audiovisual concepts.
Experience serving as a level 2 or higher technician in a similarly complex IT environment is preferred.
Familiarity with the support portal software application and how to triage incoming service requests among the support team.
Knowledge of testing audio-visual equipment and fixing issues related to video, audio, switching, and control systems.
Demonstrated expertise in Windows PC hardware and software.
Good understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and resolve moderately complex technical and audio issues.
Demonstrated ability to work with a high degree of attention to detail.
Ability to multi-task, set priorities and ensure that all support tickets are resolved promptly.
Success working within an office environment, collaborative working with a broad spectrum of internal customers.
Proficiency in English.
Excellent communication skills.
Customer-oriented and cool-tempered.
Bachelor's Degree required or equivalent combination of education and work experience;
2-3 years (s) of relevant experience required to provide technical support to end users
Desktop training certification from Microsoft (MCDST or MCITP), CompTIA A+, and HDI-DST Certification) is preferred. Additional certification a plus C+, Network Plus, Google IT Support, and Microsoft IT Support
Experience with Google Workspace Suite, Microsoft Office Suite, Windows 10, PC and MAC, Antivirus Software, and Imaging.
General knowledge of Help Desk Tracking database tools (Freshworks, KACE, Jira, etc.)
Experience developing processes and procedures for end-user instructional use
Understanding of Active Directory, Storage, Systems, and Networking, a plus
Candidate must be a quick learner with exceptional communication and customer service skills
A proactive mindset with a focus on constant improvement and follow-through at all levels
Strong technical problem-solving skills
Ability to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problems
Ability to pass a background check which includes criminal and credit inquiries
For Applications please visit the link below:
NON-DISCRIMINATION: Divine Mercy University is an Equal Opportunity/Affirmative Action Employer, actively committed to increasing diversity within its community. As required by the Title VII of the Civil Rights Act of 1964, as amended, and the Americans with Disabilities Act, as amended, DMU does not discriminate against applicants on the basis of race, color, religion, national origin, sex, or disability.