User Support Technician​/Desktop Support

User Support Technician / Desktop Support

Full-Time | Onsite

Company: UB Associates
Pay Range: $65,000-$70,000

Hours:

Core hours are from 8:30am-4:30pm with rotating 24/7 on-call coverage

UB Associates is seeking a User Desktop Support Technician/ Audio-Visual (AV) professional to provide desktop, hardware, software, and end-user support across the organization. This role installs, configures, maintains, and troubleshoots computer systems, peripherals, and business applications while delivering excellent customer service. The position participates in rotating after-hours on-call support.

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

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

• Specific MAC/PC/application troubleshooting experience.
• Effectiveness in working with diverse people having a broad range of skill levels and disciplinary backgrounds.
• Experience with one or more of the following (or similar):
  Microsoft 365, Zoom, Microsoft Teams, Panopto, SCCM, BOX, One Drive, JAMF, Beyond Trust (Bomgar), Windows 11 Pro, and macOS.
• Experience supporting higher education environments.
• Experience supporting medical practice environments.
• Experience supporting AV systems.
• Strong MAC/PC operating system troubleshooting skills.

• 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.
• Diagnosing 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, One Drive, JAMF, SCCM, and Beyond Trust.
• 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.

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