Address
Form of workPosition Title:Help Desk Coordinator
Team: Managed Services
Manager: Director of Managed Services and Install
Schedule: Hybrid
Office Location: Wixom
Who We Are:
At Bluewater, we live for the opportunity to spread joy in the world through our work, and interactions in the AV, retail, and live/virtual event technology spaces. We are planners, makers, and innovators; crafting moments that connect and inspire. We believe it is the intersection of strategy, creativity, and innovation in tech that creates the strongest experiences for our clients. We play with heart, we stay in-bounds, and we always take the field together. Above all, we have fun doing it. Delivering world class executions of our projects makes us the happiest!
Summary:
We are seeking a Help Desk Coordinator who will be responsible for responding to user inquiries, troubleshooting problems, and providing resolutions to end users.
Responsibilities:
- Provides tier one support to external and internal clients supporting AV and Technical issues.
- Understands warranty and/or service level agreements (SLAs) and works well in a fast- paced changing environment.
- Professionally responds to telephone and e-mail requests for AV and IT Technical support requests. Must be able to troubleshoot issues as well as research documents and track the problem to ensure timely resolution.
Skills/Qualifications:
- Superior customer service skills and ability to work in a team environment.
- Possess excellent troubleshooting and documentation skills.
- Working knowledge of Windows, Android, Mac, and IOS support with a willingness to learn new technologies.
- Must have experience with remote access programs (I.E. Logmein) and over the phone remote support.
- 1 to 2 years of IT work experience with working knowledge of basic hardware and software problem solving troubleshooting skills.
- Basic understanding of Audio, Video and Control Systems including but not limited to Biamp, Extron, Crestron, AMX, Polycom, Projectors, etc.
- Strong networking background and the ability to remotely troubleshoot.
- Ability to read and understand CAD drawings and wiring diagrams.
- Strong knowledge of customer support ticketing system tools (Q360 Solution Database preferred)
- Normal working hours are Monday – Friday 8:00 a.m. to 5:00 p.m. and on-call every other week/weekend.
Physical Demands:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Individuals must be able to sit and use a computer for extended periods of time, may require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as are required to file documents or store materials throughout the workday. Proper lifting techniques required. Position may include lifting up to 25 pounds for files, equipment, etc. on occasion.
