Help Desk Support Representative

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.

• 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 walk‑up 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 elevate 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.

• Must have 3 -- 4 years of technical support experience in an IT Department for a medium‑sized business.
• Software & Operating Systems: Windows
  10, Windows 11, MAC OSX, Microsoft 365, , MS Active Directory, Shore Tel Communicator, Zoom video conferencing
• Hardware: Lenovo Think Pads (T & X Series), Lenovo Think Centre Desktops, Apple Mac Pro, Mac Mini, Macbook Pro.
• Phones & Mobile Devices: Shore Tel 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 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.

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

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