Information Technology Support Technician

JOB DESCRIPTION

• AV, conferencing, or live production support experience

• Experience supporting performances, events, or artist-related environments

• Intune/InTune-based imaging experience (Windows)

• Mac imaging and support experience

• Background in environments shaped by acquisitions or mixed technology stacks

• Familiarity with Crestron, Cisco codecs, Logitech conferencing hardware

REQUIRED SKILLS AND EXPERIENCE

• Desktop support experience in a Windows-focused environment

• Strong troubleshooting skills across hardware, software, and user issues

• Experience supporting Exchange, Outlook, Teams, and Active Directory

• Excellent customer service, communication, and in-person support skills

• Comfortable working in a high-touch, walk-up support environment

• Willingness to work onsite 5 days per week

• Experience working from a ticketing system (ShareWell, ServiceNow, or similar)

NICE TO HAVE SKILLS AND EXPERIENCE

We’re looking for a customer-focused Desktop Support Technician to join a small, hands-on IT team supporting 180 users (growing to ~200). This role supports Windows-heavy environments with light Mac usage, proprietary business applications, and a strong emphasis on AV, conferencing, and live production support. Personality, responsiveness, and customer service are as important as technical skill.

Day-to-Day Responsibilities

• Provide desktop and end-user support for Windows 11 and a growing Mac user base

• Support Microsoft environment: Active Directory, Exchange, Outlook, Teams, and Copilot

• Troubleshoot proprietary internal applications and support ongoing integration from acquisitions • Handle 5–15 support requests daily via ticketing system, walk-ups, and calls

• Meet SLAs: 2-hour response time; resolution within 48 hours

• Set up and support meetings, presentations, lunch-and-learns, and live artist performances

• Provide AV and conferencing support across 8 conference rooms and a small performance venue • Support technologies including Crestron, Cisco codecs, Logitech USB rooms, and web-based video conferencing

• Assist with office move planning, IT design, and execution for new offices next year

• Collaborate closely with a small IT team (currently 2 people, expanding)