Help Desk Technician

Help Desk Technician

Hachette Book Group seeks a Help Desk Technician who delivers strong customer service, clear communication, and consistent execution. This role provides front line and deskside technical support across end user devices, software, mobile technology, and conference room systems. The technician works closely with the broader IT team to keep employees productive, manage tickets with discipline, and maintain a high support standard across the business.

• Provide first and second level support for incidents and service requests involving Windows and Mac computers, laptops, mobile devices, printers, docks, peripherals, operating systems, and standard business applications.
• Diagnose and resolve technical issues related to hardware, software, user accounts, file access, connectivity, printing, conference room technology, and collaboration platforms.
• Support users in person, remotely, and through the ticketing system, translating technical issues into clear, understandable guidance for users with different levels of technical experience.
• Install, configure, image, deploy, and support new hardware and software, including laptops, desktops, mobile devices, monitors, docks, and other end user equipment.
• Assist with onboarding, offboarding, laptop refreshes, office moves, and day to day provisioning tasks in partnership with the broader IT organization.
• Support audio visual and meeting room technology, including NEAT, Cisco, Yealink, Crestron, displays, microphones, and conferencing platforms in small and large conference rooms.
• Escalate complex issues to the appropriate support team with complete troubleshooting notes, business impact, and clear next steps.
• Create and maintain documentation, standard operating procedures, knowledge articles, and accurate records of user interactions, resolutions, and recurring issues.
• Provide user training and practical guidance on supported technologies and standard ways of working.
• Contribute to team assignments, projects, and continuous improvement efforts as needed.

• Monitor the support queue throughout the day and acknowledge new tickets within 30 minutes during business hours, or sooner for high priority issues.
• Review assigned tickets daily, prioritize work by business impact and urgency, and keep users informed with same business day updates on open work.
• Provide immediate escalation for outages, security concerns, executive support issues, and business critical incidents that cannot wait for normal queue handling.
• Perform deskside support, remote troubleshooting sessions, walk up assistance, and hands on device swaps to restore service quickly.
• Stage and deploy new user equipment, replace aging devices, verify standard builds, and confirm equipment is ready for business use before handoff.
• Check conference rooms and shared technology spaces, prepare for important meetings or events, and respond quickly to audio visual issues.
• Follow through on onboarding and offboarding tasks, including device preparation, account readiness, equipment recovery, and access changes based on approved process.
• Document all meaningful troubleshooting steps, resolutions, and handoffs so tickets can be understood, audited, and supported by the team.
• Review aging tickets and vendor dependencies, follow up proactively, and escalates risks early so service levels remain on track.

• Own tickets from intake through resolution or formal escalation. Tickets should not sit without action, communication, or clear next steps.
• Meet help desk service level expectations for acknowledgement, triage, user communication, escalation, and closure quality.
• Acknowledge new tickets promptly, update active tickets the same business day, and provide daily progress notes for high priority issues until resolved or transferred.
• Close tickets with clear, professional resolution notes that explain what was done, what the user should expect next, and any follow-up required.
• Maintain strong attendance, reliability, and on-site support coverage. This role is expected to be on site at the assigned office location five days a week, with limited flexibility based on…