Help Desk Support Representative

Job Description

Job Description

POSITION SUMMARY

We’re looking for a tech-savvy, customer-focused, and solutions-driven Helpdesk Technician to join our dynamic IT team. In this role, you’ll be on the front lines of technical support, helping our staff, contractors, and executive leaders stay connected, productive, and secure across a wide range of devices and platforms. Reporting to the Helpdesk Manager, you’ll play a critical role in ensuring smooth day-to-day technology operations, resolving issues efficiently, and delivering white-glove support to our internal users. From deploying laptops and maintaining AV equipment to supporting virtual meetings and solving complex hardware or software problems, you’ll be the go-to resource for all things IT.

THE COMPANY

Vistage is the world’s largest CEO coaching and peer advisory organization for small and midsize business (SMB) leaders. We offer the most effective approach for SMB enterprises to achieve better results and grow faster and for SMB leaders to maximize their impact.

The 45,000+ members we serve are CEOs, owners and executives of SMB organizations located across the US and in 40 countries worldwide. These SMB executives spend a day or more with Vistage every month, immersing themselves in our comprehensive platform to become better leaders, make better decisions and achieve better results. Our platform features three core elements: valuable perspectives from a trusted group of peers, professional guidance and meeting facilitation from an accomplished business leader (the Chair), as well as deep insights from subject matter experts.

Vistage was founded more than 65 years ago, and we’ve grown every year since then by innovating to stay on the cutting edge of business and relentlessly delivering value to our members. Our success is demonstrated by Vistage member companies growing 2.2 times faster than non-Vistage peer companies. Learn more about us at

VISTAGE EMPLOYEE LIFE

Vistage’s success is anchored by a unique culture that reinforces employee commitment to the Vistage mission. It is a spirit of collective success and achievement which is also reflected in our workplace. Here’s a sample of the employee experience that helps drive our success:

• Welcome to our home. Our US headquarters sits in the heart of San Diego’s UTC area. It features an open, modern aesthetic with lots of collaboration spaces and opportunities to interact with co-workers. We stay fueled up with free snacks and a weekly free lunch day, along with free lattes and nitro cold brew coffee on tap! From our San Diego base, we collaborate with colleagues based across the country and around the world.
• We sweat the details. Our on-site gym is decked out with Peloton bikes and other top-tier fitness equipment to keep your workout challenging and fresh. Our campus also offers access to an additional gym, volleyball courts, and a scenic office park, perfect for getting in those midday steps!
• We invest in your career. Each employee has an actionable career progression plan developed through individual collaboration with their manager. We focus on promoting from within, and employee progression plans are complemented by all-staff development days held in our state-of-the-art learning center. Employees also have access to tons of individualized development resources and a generous tuition reimbursement program.
• We invest in you . Our employee benefits program is one of the most generous you’ll find. Fully-paid healthcare is provided for employees through Aetna, along with access to company-subsidized dental, vision, and life insurance coverage available to employees at very low rates. Take care of your financial future with eligibility for 401(k) matching funds after your first month as an employee. Use the free individual investment counseling we provide to help you grow the money you’ve saved. You’ll also start with 16 days of paid time off + 12 paid holidays per year to allow you to relax and recharge; employees receive additional annual paid days off based on tenure.
• We keep it fun! Whether you’re with us in the Padres luxury suite enjoying our summer baseball outing, unwinding during an employee happy hour, or toasting your co-workers at our epic annual holiday party, you’ll see that we take having fun as seriously as helping our members succeed! The office vibe is business casual with flexible schedules and the freedom to work from home two days per if you so choose! We value mutual respect and laughter . . . we hate stiff formality. You’ll have regular access to Vistage executives—our CEO even buys everyone doughnuts to fuel his informal employee chats!

Vistage’s culture and sense of mission drive employee loyalty: more than half of our staff has been with the company for five years or longer. Are you ready to start your Vistage journey?

RESPONSIBILITIES:

• Primary responsibility is technical support and customer service. Be present and visible in the helpdesk and available to customers requiring technical assistance.
• Provide in-person, e-mail, phone, chat, remote control and walkup support for Vistage staff & contractors.
• Build, deploy, update and maintain computers, mobile devices and AV equipment for Vistage staff & contractors.
• Provide technical and AV support for Vistage conferences & virtual meetings.
• Provide home-office network, hardware & software support for Executive staff.
• Perform Daily Operating Procedure systems checks and tests.
• Quickly identify and escalate non-helpdesk issues to appropriate departments.
• Manage small to medium IT projects – software deployments & upgrades, laptop & desktop refreshes, user training, etc.
• Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using the helpdesk ticketing system.
• Maintain reasonable discipline and decorum in the Help Desk area.

QUALIFICATIONS

• Must have 3 – 4 years of technical support experience in an IT Department for a medium-sized business.
• Software & Operating Systems: Windows10, Windows 11, MAC OSX, Microsoft 365, SalesForce.com, MS Active Directory, ShoreTel Communicator, Zoom video conferencing
• Hardware: Lenovo ThinkPads (T & X Series), Lenovo ThinkCentre Desktops, Apple Mac Pro, Mac Mini, Macbook Pro.
• Phones & Mobile Devices: ShoreTel IP Phones, iOS & Android handsets, tablets & software
• Audio-Visual : Wired/wireless Shure microphones, NEC/Epson projectors, matrix switchers & audio mixers
• Must have demonstrated strong performance in prior roles, with increasing levels of responsibility and independence.
• Distinctive problem solving and analytical skills.
• Excellent customer services skills.

Preferred, but not required Qualifications:

• Bachelor’s Degree in MIS or equivalent experience in IT Department in medium-sized business.
• MCSE, MCSA, A+, N+ technical certifications or equivalent experience preferred.

TOTAL COMPENSATION RANGE

$27 - $29 Hourly (salary based in San Diego, CA)

JOB LOCATION

Hybrid in San Diego; 3 days onsite, 2 days offsite