Help Desk Technician

Role Overview: For more than two decades, Telestream has been a pioneer in the digital video industry, offering innovative solutions for file-based video transcoding and media exchange over IP networks. As a Help Desk Technician at Telestream, you will play a crucial role in the Information Technology Group, providing essential support to internal users and services. Your responsibilities will include offering technical assistance, troubleshooting hardware and software issues, and managing workstation lifecycle. Key Responsibilities: - Provide technical support to end-users through various channels such as phone, email, or in-person interactions. Address user inquiries, troubleshoot hardware and software problems, and swiftly resolve technical issues to minimize downtime. - Diagnose hardware, software, and network problems by analyzing symptoms and performing troubleshooting steps. Use diagnostic tools effectively to isolate and resolve issues. - Resolve technical issues related to desktops, laptops, printers, peripherals, and software applications. Escalate complex problems to senior technicians or system administrators as needed and ensure timely resolution. - Install, configure, and maintain software applications, operating systems, and device drivers on end-user devices. - Manage end-user provisioning and access rights as well as workstation provisioning and setup. Qualifications: - Previous experience in a technical support role or helpdesk environment. - Proficiency in troubleshooting hardware, software, and network problems. - Strong knowledge of Windows and/or macOS operating systems. - Familiarity with ticketing systems and remote support tools. - Ability to work independently and collaborate effectively within a team. - Experience in Windows and MacOS end-user support. - IT certifications such as CompTIA A+, Network+, or Google IT Support Professional Certificate are a plus.,