IT Service Desk Technician

Job Description

Job Description

The IT Service Desk Technician provides responsive, reliable frontline technology and audiovisual support that enables Krause Group associates to work effectively. Reporting to the Manager IT, this onsite individual contributor serves as the first point of contact for service requests and incidents; troubleshoots common end-user, connectivity, Microsoft 365 (M365), hardware, conference room, and AV issues; and supports identity, access, and device lifecycle activities. Audio Visual support is a significant component of the position and is expected to represent approximately 20-30% of the role. The position balances timely resolution with disciplined escalation, accurate documentation, proactive room testing, and clear communication with non-technical users. Through broad exposure to systems, users, meetings, events, and business needs across Krause Group, the technician builds versatile technical capability while helping strengthen service consistency, security, and the associate technology experience.

Key Responsibilities

Service Desk & Ticket Management

• Serve as the first point of contact for incoming technology issues and service requests, delivering helpful and professional user experience.
• Triage and prioritize tickets based on business impact and urgency; maintain accurate status, ownership, and resolution details in the IT service management platform.
• Meet established service-level expectations for response, communication, escalation, and resolution; promptly escalate issues outside assigned authority, ability, or experience to the Manager IT.

End-User & Device Support

• Diagnose and resolve common Windows 11, Microsoft 365 (M365), Teams, connectivity, hardware, and peripheral issues using documented troubleshooting practices.
• Configure, deploy, replace, and support laptops, desktops, mobile devices, and standard peripherals in accordance with IT standards.

Audio Visual & Conference Room Support

• Provide frontline support and troubleshooting for Microsoft Teams Rooms and conference room technology.
• Support Crestron scheduling panels and room control systems, displays, cameras, microphones, speakers, cabling, and meeting room peripherals.
• Provide meeting and event technology support for executive, leadership, and company-wide meetings.
• Set up, test, maintain, and track AV equipment; coordinate repairs, replacements, warranties, and vendor service when needed.
• Proactively monitor and test conference room technology to identify and resolve issues before scheduled meetings and events.
• Document room configurations, recurring issues, support procedures, and equipment lifecycle information.
• Escalate complex AV design, programming, networking, or integration issues to the Manager IT or an approved vendor.

Identity, Access & Microsoft 365 Administration

• Create, modify, disable, and secure user accounts in Active Directory and Microsoft Entra ID using approved access procedures.
• Administer routine Exchange Online, Teams, SharePoint, security group, shared mailbox, distribution list, password, multifactor authentication, and Microsoft 365 license requests.
• Apply least privilege and approval requirements consistently, escalating exceptions or elevated-access requests to the Manager IT.

Onboarding, Offboarding & Access Changes

• Prepare and deploy laptops, user accounts, mailboxes, licenses, and group memberships so new associates are ready by their scheduled start dates.
• Complete approved offboarding and access-change activities, including disabling accounts, revoking access, preserving mailbox information as directed, and coordinating equipment return.

Documentation, Communication & Improvement

• Communicate clearly with non-technical users, set realistic expectations, and provide timely updates through resolution.
• Follow and improve knowledge articles, standard operating procedures, setup guides, and user self-service resources.
• Identify recurring incidents, service patterns, documentation gaps, and improvement opportunities; share findings with the Manager IT and support approved corrective actions.

Work Location & Schedule

• This is an onsite position due to the hands-on requirements of end-user support, hardware deployment and troubleshooting, conference room technology, and AV support.
• Hybrid or remote work arrangements are not a routine component of this position. Limited exceptions may be considered on a case-by-case basis based on business needs and management approval.
• The anticipated core work schedule is approximately 8:00 a.m. to 4:00 p.m., or a similar schedule established by management, to support business-day coverage and overlap with the broader IT team.
• Occasional schedule flexibility may be required to support executive meetings, company events, technology deployments, outages, or other business needs.

Supervisory Responsibilities

• Position has no formal leadership responsibilities and no direct reports.

Level of Supervision Received

• This position receives general direction and has access to supervision as needed to resolve issues or problems. The technician is expected to work independently within documented procedures and escalate matters outside assigned authority, ability, or experience.

Experience

• 2+ years of experience in an IT service desk, help desk, desktop support, or customer-facing technical support role.
• Hands-on experience troubleshooting Windows 11, Microsoft 365 applications, connectivity, hardware, and peripherals.
• Experience performing routine user, group, mailbox, license, password, and multifactor authentication administration in Active Directory, Microsoft Entra ID, Exchange Online, Teams, or SharePoint.
• Associate or bachelor’s degree in information technology, computer science, or a related field, preferred.
• Experience with basic PowerShell commands or scripts, preferred.
• Hands-on experience supporting conference room AV technology, Microsoft Teams Rooms, displays, cameras, microphones, speakers, and related peripherals, strongly preferred.
• Experience supporting Crestron scheduling panels or room control systems, preferred.
• Experience providing technology support for executive meetings, leadership meetings, or company events, preferred.

Skills and Competencies

• Working knowledge of basic networking concepts, including TCP/IP, DNS, DHCP, and VPN connectivity.
• Structured troubleshooting and analytical skills across a broad range of user, device, application, and access issues.
• Exceptional customer service and the ability to translate technical information into clear, practical guidance for non-technical users.
• Clear written and verbal communication, including the ability to set expectations, provide timely updates, and maintain complete ticket documentation.
• Ability to organize competing requests, manage time effectively, and maintain attention to detail in a fast-moving service environment.
• Ability to follow documented procedures precisely, protect confidential information, and apply sound judgment to access-related work.
• Demonstrated initiative and independence, paired with the discipline to ask questions or escalate rather than guess.
• Strong AV troubleshooting skills and the ability to isolate issues across room controls, displays, cameras, microphones, speakers, cabling, peripherals, and network-connected meeting technology.
• Ability to provide calm, discreet, and responsive support during executive meetings, leadership sessions, and company events.
• Ability to proactively inspect and test conference rooms and maintain accurate AV equipment and configuration records.

Physical Requirements of The Job

• Normal office environment. The role regularly uses a computer, phone, and standard office and technology equipment.
• The associate frequently communicates in person, by telephone, and by video conference; uses hands to operate computer and technology equipment; and sits, stands, walks, bends, stoops, and reaches. This position occasionally lifts, carries, or otherwise moves and positions equipment weighing up to 25 pounds.
• The physical demands and work environment described here are representative of those that must be met by an associate to perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Duties and responsibilities, as required by business necessity may be added, removed, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, assignments, and work location may be changed at any time, as required by business necessity.

Krause Group believes in People First. We are an Equal Opportunity Employer building a culture of equity and inclusion.

Krause Group Purpose

Our purpose is to enhance the way people experience the world.

Krause Group Mission

Our mission is to nurture our family of brands, creating opportunities to do good in the world.

Krause Group Values

• Agility- We challenge the status quo with open minds, flexibility, and speed. We are comfortable being uncomfortable. We view change as opportunity.
• Courage - We take risks. We innovate. We win or learn. We push limits, disrupt norms, and define our own path.
• Growth Mindset - We are building an organization and legacy that will outlive us. We are continuously learning. There is no final-destination, only the journey to be better than we were yesterday.
• Inclusion - We actively seek and welcome alternative points of view. Diverse perspectives improve decision-making and make us all more successful.
• Integrity - We do the right thing, even when it’s difficult. We do not take shortcuts and always take accountability.
• Community Focused - We are committed to positively impacting our communities, stakeholders, and associates. We do good and encourage others to join us.