I. Position Summary: 

Under the direction of the Manager of Technical Services, the Helpdesk Technician is responsible for the overall management and support of all service tickets and orders. The Helpdesk Technician is responsible for receiving, documenting, and managing all AV service requests from both RT clients and internal staff from the initial support request to the close of the service ticket.

    II. Major Responsibilities:

• Create and manage Audio Visual service tickets in a timely manner for client and internal issues per our SLA’s; tracking the progress through resolution, including any billing requirements
• Provide remote technical support (Tier 2 support) to Red Thread clients and staff on Audio Visual products and services
• Advise client on suggested changes/configurations as required
• Ensure that all required Preventative Maintenance visits are being scheduled and completed as per our SLA’s.
• Schedule Service technicians and Subcontractors for service tickets that require on-site support
• Work with Vendors for equipment repairs or replacements when under warranty
• Serve as primary helpdesk contact for Large Red Thread client account
• Serve as main coordinator of sub-contracted labor outside the New England market for audio visual on-site support
• Assist GroupCare helpdesk coordinators to resolve open service tickets
• Create and manage all service orders related to tickets as well as Submit orders for replacement, loaner, and demo equipment, parts and supplies as required
• Gather and providing equipment/information for Service technicians when making service calls
• Provide professional and customer service oriented communication both verbal and written with clients and staff
• Adhere to the established Departmental Methodologies and Policies and Procedures
• Attend variety of meetings and other similar duties as required or as needed
• Protects the confidentiality of information, including Client list and interactions, within areas of own position responsibilities