Information Technology Support Technician (New York)

IT Support Audio Technician

Job Description

Provide technical support for office staff, consultants, and guests regarding AV and IT systems. This includes, but is not limited to, managing issues and requestslogged as ticketsrelated to computer hardware and software, mobile devices, network connectivity, video conferencing, convening space systems, and teleconference systems, as well as any other related technical tasks.

Provide technical support and set-up assistance for audio / video (AV) equipment and connectivity to support client staff, consultants, and external groups utilizing office facilities for meetings, presentations, and other AV activities.

Provide support and assistance for system or application testing carried out by the client's AV and IT Department.

Assist in implementing ongoing preventive maintenance and updates as needed.

Ensure convening systems are updated and tested, and provide necessary support as required

Assist in resolving critical AV system issues and be available as needed

Assist the AV and IT department in ensuring the physical and network security of the offices systems.

Responds to end-user calls promptly, adhering to the Service Agreement Level (SAL). Escalates unresolved issues to the appropriate internal level, follows up on status, and provides timely updates. Provide essential remote support for technical issues encountered by staff working from home or in flexible arrangements.

Collaborate closely with the New York Information Technology department and the Global Service Desk to coordinate and escalate tickets that require further assistance or fall outside the core responsibilities or access rights.

Record and update all service issues, requests, and change requests in the clients ticketing system.

Assist the IT department in ensuring proper accounting of the clients AV / IT assets. Track all asset changes and update the clients asset tracking system as needed.

Provide periodic status reports covering all ongoing issues, requests, change requests, system status, inventory status, and completed activities. The operational support scope for these categories includes fulfilling the following functions :

Product updates and upgrades are subject to client policies and procedures

System proactive maintenance and monitoring of IT equipment.

Proactive tracking of video conferencing and convening equipment.

Root cause analysis that may interrupt AV system and office, convincing space

Problem Management of incidents occurring due to the monitoring agent identification

Telephonic call answering

Monthly activities report consolidation. Qualifications and skills requirements of the assigned resource

Proven experience in AV / IT service desk or other tech customer support role.

Tech-savvy with good working knowledge and understanding of AV systems, computer systems, mobile devices, and different tech products.

Technical ability to diagnose and resolve basic technical issues.

Excellent verbal and written communication skills in English

A technical, logical thought process and customer-oriented

An ability to prioritize and escalate. Familiar with ITIL Foundation

CompTIAs A+ and Network+ certificates

Education :

• Bachelors degree or higher with a technology focus.
• Majors include Math, Engineering, Computer Science, Computer Information Systems, Information Technology, Cyber Security, and others.
• 3.0 GPA or higher.
• LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.
• Our client requires all the employees working on this engagement to be COVID-19 vaccinated.
• If you need a reasonable accommodation for a sincerely held religious belief or medical condition, please contact covid-19@ltimindtree.com