Help Desk Field Service Analyst - AV/IT

  • TierPM
  • Newark, NJ, USA
  • Jun 23, 2022

Job Description


We have an exciting opportunity for an AV/IT Help Desk Associate in the New York/New Jersey Metro area. Virtual/Hybrid Work from home.

The ideal candidate will have a super customer service focused attitude, excellent  technical AV/IT analytical troubleshooting skills, and a hunger to constantly learn.  

This position is an excellent foot in the door with a growing tech company. 

Position Responsibilities
  • Process and respond to customer help desk calls and service tickets submitted.
  • Creating service orders of parts that have failed after a CSA has performed remote troubleshooting. 
  • Schedule 3rd part onsite support and  work with the third party while they are onsite to swap in the failed hardware.  
  • If needed, travel to client locations to perform swaps or oversee third party labor.

Experience and Abilities 
  • Experience with any call center ticketing system and softphone software.
  • ? Ability to work independently and be a ‘ hunter’ of computer systems/security issues and vulnerabilities. 
  • Drive technical IT and AV  issues to resolution and properly document solutions for use in the future by other members of the team. 
  • Ability to be client facing on the phone or using a web meeting to assist in troubleshooting remote issues with non-technical individuals.
  • The ideal candidate will be able to ‘ see’ outside of their specific role when evaluating and solving problems.  This involves direct observation when evaluating issues
  • Ability to collaborate with team members.   
Required Technical Skills
  • Operate and maintain knowledge of audio/video distribution systems
  • Ability to work on network configurations of audio visual and IT networked hardware and devices.
  • Maintain Inventory records for all equipment