IT/AV Analyst

As an IT Analyst, your primary responsibility is to provide technical support and assistance to end users within an organization. You will be responsible for ensuring the smooth operation of desktop systems, troubleshooting hardware and software issues, and maintaining a high level of customer satisfaction. Your role will involve working closely with users to identify and resolve technical problems, as well as escalating more complex issues to appropriate teams when necessary. Additionally, you will be responsible for performing routine maintenance and updates on desktop systems to ensure optimal performance and security.

What you'll do: 

• Provide technical support to end users, including troubleshooting hardware and software issues related to desktop systems.
• Respond to user inquiries and requests promptly and professionally, ensuring excellent customer service.
• Install, configure, and maintain desktop hardware and software, including operating systems, applications, and peripheral devices.
• Perform routine maintenance tasks, such as software updates, security patches, and system optimizations, to ensure optimal performance and security.
• Collaborate with other IT team members to resolve complex technical issues that cannot be addressed at the desktop level.
• Document and maintain accurate records of all support activities, including incident reports and resolution steps, in a ticketing system.
• Educate users on basic troubleshooting techniques and best practices to minimize future issues and enhance their technology skills.
• Support remote users through remote access tools and provide guidance on connectivity and network-related issues.
• Participate in the evaluation and testing of new hardware and software solutions, providing feedback and recommendations.
• Stay up-to-date with the latest technology trends and advancements in the IT field to ensure the delivery of high-quality support services.
• Install, configure and maintain AV systems and equipment.  
• Have a strong understanding of computer and AV wiring management and solutions.
• Troubleshoot AV systems and coordinate repairs and changes/upgrades to office AV systems.
• Manage office A/V, room scheduling systems, IP telephony systems, and conferencing software.

Qualifications: 

• 5 years of proven experience in customer facing or a similar technical support role. Specifically installation and troubleshooting of AV systems and equipment.
• Strong knowledge of desktop hardware, operating systems (such as Windows and macOS), and common software applications.
• Proficiency in troubleshooting hardware and software issues, especially AV related issues.
• Familiarity with Google Workspace and/or Jumpcloud or similar SSO enabled user account management.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation and the ability to remain calm and professional in high-pressure situations.
• Ability to prioritize and manage multiple tasks effectively, while maintaining attention to detail.
• Problem-solving and analytical thinking skills, with a proactive and solution-oriented mindset.

What you have: 

• Proven experience in desktop and AV support or a similar technical support role.
• Strong knowledge of desktop hardware, operating systems (such as Windows and macOS), AV systems and tools, and common software applications.
• Proficiency in troubleshooting hardware and software issues, including network connectivity problems.
• Familiarity with Google Workspace and/or Jumpcloud or similar SSO enabled user account management.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation and the ability to remain calm and professional in high-pressure situations.
• Ability to prioritize and manage multiple tasks effectively, while maintaining attention to detail.
• Problem-solving and analytical thinking skills, with a proactive and solution-oriented mindset.
• Relevant certifications around networking, end user operating systems, or management systems a plus.

Benefits you’ll receive: 

In addition to your great compensation package, company subsidized medical/dental/vision coverage plans and matching 401(k), we’ll shower you with perks including: 

• Break room with ping pong, endless snacks and in-office lunch once a week
• Flexible PTO to encourage a healthy work/life balance (2- weeks STRONGLY encouraged!)
• Modern work schedule focused on getting the job done, not hours clocked
• Workplace flexibility
• Company and team outings, we encourage a tight-knit workplace
• Generous Maternity AND Paternity leave (16 weeks!)
• Annual bonus & stock options
• Wellness program
• Company equipment provided (Windows & Mac options)
• Annual performance reviews with opportunity for growth and career development