Customer Support Technician

Must Haves:

• A minimum education level of: High School Diploma or its equivalency (Bachelor of Arts/Sciences Degree Preferred).
• 3-4 years’ technical support work experience.
• Demonstrate excellent verbal and written communication skills.
• Excellent interpersonal skills for interaction with internal and external staff.
• Experience troubleshooting hardware/software issues on MAC, PC, and iPhone.
• Familiarity supporting Office 365 services like email, Outlook, Word, Excel
• Experience with cloud file storage solutions like Dropbox, SharePoint/OneDrive, and Box - Strong interpersonal skills with the ability to build and cultivate relationships.

Plusses:

• A+ certification
• Knowledge of the music industry preferred

Day to Day:

The Customer Support Technician serves as the primary desktop support specialist for delivering prompt and effective technical assistance to office users. This position is responsible for troubleshooting and resolving issues related to desktops, laptops, mobile devices, and office peripherals. Reporting directly to the Service Desk Manager, the technician ensures a high level of customer service and collaborates closely with IT teams to maintain the office’s technology infrastructure. The role requires strong problem-solving skills, attention to detail, and a commitment to supporting the dynamic technology needs of the office. Key Responsibilities include providing frontline technical support and troubleshooting for desktop computers, laptops, mobile devices, printers, and other office technology.

Responsibilities:

• Daily - 35% of day – Diagnose and resolve problems on all types of technology related hardware, software, and transmission devices/media including PC’s, MacBook’s, iPhones and printers and basic networking issues.
• Daily - 30% of day - Process paperwork for new hire onboarding and offboarding, including user account management using MS Active Directory, Office 365, Exchange Online, Windows and Mac operating systems.
• Daily – 20% of day - Provide support through assessing and assigning Help Desk requests via telephone and email, ensuring that all trouble tickets are handled in a controlled manner while interfacing with the user community.
• Weekly - 5% - Coordinate large computer workstation moves and deployments, software upgrades and new office setups.
• Monthly – 10% - Venue staff IT support which requires travel between venue locations.