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About the Role

UB Associates is seeking a User Desktop Support Technician/Audio-Visual professional to provide comprehensive support for desktop systems, hardware, software, and end-users across the organization. This role involves installing, configuring, maintaining, and troubleshooting computer systems and applications, while ensuring excellent customer service. The position also includes participation in a rotating on-call support schedule.

Responsibilities

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

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.

Skills

Desktop support
Hardware support
Software support
End-user support
AV systems support
Windows
macOS
Microsoft 365
Collaboration tools
Troubleshooting
Customer service
Communication
Microsoft 365
Zoom
Microsoft Teams
Panopto
SCCM
BOX
OneDrive
JAMF
BeyondTrust (Bomgar)
Windows 11 Pro
macOS
Network troubleshooting
Printer troubleshooting
Peripheral troubleshooting
Operating system deployment
Software licensing management
Workstation lifecycle management
IT knowledge base maintenance
Password resets
Account support
Audio systems support
Mobile device connections

Location

Onsite

Work Type

Full-Time
Onsite

Experience Level

1-2 years of desktop or technical support experience preferred

Education Level

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

Salary/Compensations

$65,000-$70,000

Benefits

Upon successful certification, base salary will increase by $5,000.

About the Company

UB Associates, Inc.

Equal Opportunity

UB Associates, Inc. is an Equal Employment Opportunity (EEO) employer.