User Support Technician/Desktop Support

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., * 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, 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.

• 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.

Preferred Qualifications

• 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, OneDrive, JAMF, BeyondTrust (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.