IT Desktop Tech I

IT Service Desk Tech I

The IT Service Desk Tech I is part of the IT Operations team that provides support for Sorenson production systems for the entire company. The IT Service Desk Tech I is primarily responsible for supporting our 24/7/365 End User computing environments in our US, International, and work from home locations. Work with the Enterprise Application and Development teams regarding the use of endpoint management tools to support Windows desktops, SIP video and audio endpoints, VPN connectivity, and network connectivity. Support the Security and Engineering teams with software deployments, patching, and compliance. Help company employees and contractors with technical issues related to client systems. This position is a Hybrid position.

Essential Duties and Responsibilities

• Complete all assigned tasks with close supervision.
• Manage the Service Desk ticket support queue.
• Answer IT Support request calls from end users.
• Resolve tickets within defined service levels.
• Communicate with end users related to status changes of their tickets.
• Take responsibility for project-based IT tasks at the Salt Lake site and remote Interpreting Centers.
• Maintain, configure, and support Interpreting Center workstations.
• Support server applications.
• Provide technical assistance to all users in all departments.
• Escalate problems to appropriate department for problem determination and resolution.
• Answer incoming tech support calls, emails, and IM's from customers.
• Ship replacement equipment to sites as needed to maintain equipment functionality.
• Schedule appointments with customers and field personnel to install, replace, remove or upgrade VRI equipment in customer environments.
• Support Sorenson staff and field personnel while on site with customers.
• Maintain database with equipment status, asset tags, location information and other inventory data as required.
• Monitor reports that provide information on the "health" of VRI equipment and proactively reach out to sites for support in preparation for upcoming meetings.
• Maintain necessary warehouse inventory and warehouse organization.

Knowledge/Skills/Abilities Required

• Ability to install, configure and troubleshoot network devices.
• Ability to install, configure and troubleshoot operating systems and common business applications.
• Demonstrated understanding of desktop/server hardware and operating systems (Windows and Mac).
• Good understanding of TCP/IP based network configuration, VoIP, Active Directory and custom applications.
• Must be detail-oriented and have the ability to manage time and projects.
• Must be able to write and speak in English effectively.
• Work well with co-workers.
• Ability to communicate well with non-technical end users.
• Must be able to keep customers posted as to the progress on their projects and service requests.
• Must have excellent communication and typing skills.
• Must remain positive and professional especially during stressful situations.
• Must have excellent customer service skills and a strong customer focus.

Experience/Education/Certifications

• Microsoft desktop or other applicable certification preferred.
• Experience with basic network troubleshooting.

Other General Requirements/Additional Notes

• Ability to lift objects up to 50lbs in weight.
• Ability to maneuver under desks and in network closets.
• Ability to sometimes use a ladder.
• May need to work in engineering or testing labs, network, and server rooms.
• Positive, professional attitude, team player, good interpersonal communication skills, and able to work across company departments.
• Some travel may be required.

Equal Employment Opportunity: Sorenson Communications is an Equal Opportunity, Affirmative Action Employer