Help Desk Technician

We are looking for a customer service-oriented Senior Help Desk Technician to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the Punch Studio. In this role, the Senior Help Desk Technician will assist in providing technical support for 200+ employees, including a portion who are on a hybrid schedule as well as several employees working remotely. Under the direction of the Information Technology Manager, the Sr. Help Desk Technician will troubleshoot, diagnose, and resolve problems related to computer hardware, software, mobile devices, printers, network issues, and other technology tools and products. Working in a team environment, this role will provide end-users first-level troubleshooting support for a variety of technical computing support issues while ensuring the highest-level customer service.

Essential Job Functions:

• Develop, track, report, and improve agreed-upon Service Legal Agreements (SLAs) with department leads.
• Lead initial problem resolution to resolve end-user issues/requests.
• Identify improvements, training, skill advancements, and discipline.
• Identify and address the automation needs in the IT service delivery and end-user onboarding/offboarding process.
• Provide training, advice, and support to the organization to facilitate the use of information technology and promote awareness of the compliance policy, including security and appropriate use of assets.
• Build and maintain the IT support knowledge base internally for department reference and public user reference.
• Analyze and evaluate existing Helpdesk best practices and procedures and make recommendations to management for improvement.
• Interact with end-users to facilitate and promote the effective use of information technology within the guidelines of the company.
• Track and maintain IT equipment while overseeing the onboarding and offboarding processes for employees, ensuring they have the necessary access and resources.

• An AA or Bachelor’s degree in Information Systems or industry-related certificates is preferred but not required
• At least two (2) years of experience in a Help Desk or Desktop Support role
• Strong verbal and written communication skills with the ability to adapt communication according to the target audience
• Possess high-quality customer service skills with a keen ability to diffuse situations as needed
• Skilled in the use and troubleshooting of Microsoft Office and Adobe Creative software
• Proven analytical ability, problem-solving skills, and data-driven decision-making capability
• Ability to navigate through complex/conflicting priorities
• A dedication to customer service that will permeate the entire organization

• A dependable team player with strong integrity, a sense of urgency, accountable, results-driven, and self-motivated

COMPENSATION: $26 to $28 per hour

• Competitive compensation
• Paid Holidays and PTO
• Benefits plan including medical, dental, and vision
• 401k and profit sharing