User Support Technician/Desktop Support

User Support Technician / Desktop Support

Full-Time | Onsite

Company: UB Associates
Pay Range: $65,000-$70,000
Hours: Core hours are from 8:30am-4:30pm with rotating 24/7 on-call coverage 

Position Summary

UB Associates is seeking a User Desktop Support Technician/ Audio-Visual (AV) professional to provide desktop, hardware, software, and end-user support across the organization. This role installs, configures, maintains, and troubleshoots computer systems, peripherals, and business applications while delivering excellent customer service. The position participates in rotating after-hours on-call support.

Key Responsibilities

· Provide first-line technical support in person, by phone, email, and ticketing system.

· Provide teir 1 support for AV systems.

· Install, configure, image, and deploy Windows and Mac workstations.

· Troubleshoot hardware, software, network, printer, and peripheral issues.

· Document incidents and resolutions in the ticketing system.

· Install hardware components and software updates.

· Support Microsoft 365 and common collaboration tools.

· Travel to remote practice locations as needed.

· Participate in rotating 24/7 on-call support.

Requirements

· Bachelor's degree in IT or related field, or equivalent experience/certification.

· 1–2 years of desktop or technical support experience preferred.

· Strong troubleshooting skills with Windows, macOS, Microsoft 365, and common desktop technologies.

· Excellent customer service and communication skills.

· Valid driver's license and ability to travel to remote sites.

· Must obtain the required professional IT certification within one year of hire. Upon successful certification, base salary will increase by $5,000.

Preferred Qualifications

· Specific MAC/PC/application troubleshooting experience.

· Effectiveness in working with diverse people having a broad range of skill levels and disciplinary backgrounds.

· Experience with one or more of the following (or similar): Microsoft 365, Zoom, Microsoft Teams, Panopto, SCCM, BOX, OneDrive, JAMF, BeyondTrust (Bomgar), Windows 11 Pro, and macOS.

· Experience supporting higher education environments.

· Experience supporting medical practice environments.

· Experience supporting AV systems.

· Strong MAC/PC operating system troubleshooting skills.

Detailed Responsibilities

· Provide first-contact technical support for Windows and Mac workstations and related technology services.

· Provide support during core hours, extended hours, and select weekends across multiple locations.

· Diagnosing and troubleshoot hardware, software, network, and system issues.

· Coordinate downtime communications with stakeholders.

· Create, update, document, and close support tickets.

· Support users via phone, email, remote access, ticketing system, and in person.

· Install, configure, image, and deploy operating systems and software.

· Install and replace hardware components including drives, memory, network and video cards.

· Manage software licensing and workstation lifecycle.

· Maintain desktop technology and related services across practice locations.

· Use and maintain the IT knowledge base and document best practices.

· Perform password resets and account support.

· Support Windows, macOS, Microsoft 365, BOX, OneDrive, JAMF, SCCM, and BeyondTrust.

· Provide tier-one AV support during meetings, classrooms, and events.

· Assist with microphones, displays, mobile device connections, lighting, audio systems, and room controls.

· Support AV technologies including Zoom, Microsoft Teams, and Panopto.