Employment Type
Full-time
Location
Any Location
This position may be performed remotely from any location within approved Solutionz hiring regions. Occasional travel for training, team collaboration, customer support activities, or company meetings may be required.
Description
The Help Desk Technician plays a critical role within Solutionz's technical support organization, providing remote troubleshooting, technical support, and problem resolution for customers experiencing issues with audiovisual systems and related technologies. This position serves as a front-line technical resource responsible for diagnosing and resolving complex AV system issues while delivering an exceptional customer experience.
The Help Desk Technician collaborates closely with Support Engineers, Solution Engineers, Field Support Technicians, project teams, and equipment manufacturers to resolve customer issues efficiently and effectively. When remote resolution is not possible, the Help Desk Technician coordinates escalation and dispatch activities to ensure customer issues are addressed as quickly as possible. This role requires strong technical troubleshooting skills, excellent communication abilities, attention to detail, and a passion for customer service.
Responsibilities
Provide remote technical support for audiovisual systems, collaboration technologies, and related infrastructure.
Diagnose and resolve complex issues involving AV hardware, software, network connectivity, control systems, and system configurations.
Gather detailed information from customers, project documentation, and internal resources to accurately identify root causes of technical issues.
Analyze system symptoms, error conditions, and performance concerns to determine appropriate troubleshooting and resolution strategies.
Collaborate with Support Engineers, Solution Engineers, and other subject matter experts to resolve complex technical challenges.
Utilize internal resources, project documentation, manufacturer resources, and knowledge bases to support issue resolution.
Document customer interactions, troubleshooting activities, diagnoses, and resolutions within HubSpot and other approved support platforms.
Escalate unresolved issues to Field Support Technicians, engineers, manufacturers, or other internal resources when required.
Coordinate field dispatch activities by providing detailed diagnostic information and recommended corrective actions.
Communicate professionally with customers regarding issue status, troubleshooting progress, expected resolution timelines, and next steps.
Monitor open support tickets and ensure timely follow-up and resolution.
Perform quality assurance activities to verify successful issue resolution and customer satisfaction.
Maintain accurate and complete support documentation for future reference and knowledge sharing.
Contribute to the development and maintenance of support documentation, troubleshooting guides, and knowledge base articles.
Stay current on audiovisual technologies, industry trends, manufacturer updates, and Solutionz-supported technologies.
Participate in training programs and ongoing technical development activities.
Identify opportunities to improve support workflows, troubleshooting processes, and customer service effectiveness.
Collaborate with internal teams to improve overall service delivery and customer experience.
Support after-hours or emergency response activities when required.
Perform additional duties and responsibilities as assigned.
Universal Responsibilities
Adopt Solutionz's Four Pillars.
Understand that you are the front-line ambassador of the Solutionz brand. Work to impress our customers every day.
Always represent Solutionz in a positive and professional manner.
Productively interface with all team members and project stakeholders, both internal and external.
Understand and follow Solutionz policies and procedures.
Proactively identify and discuss ideas to improve policies and procedures.
Demonstrate respect to co-workers, customers, and vendors.
Take responsibility for your own actions and activities.
Promptly reply to all email and voicemail communications, including outside of standard work hours when required.
Complete timecards daily.
Keep work areas clean and free of clutter, including office space, company vehicles, and job sites where applicable.
Keep all scheduled activities current in your Solutionz Microsoft Outlook calendar.
Be respectful in the care and handling of all company-owned and customer-owned resources.
Qualifications
2+ years of experience in technical support, help desk, audiovisual support, IT support, or a related technical field.
Strong troubleshooting and diagnostic skills with audiovisual and IT-related technologies.
Experience supporting videoconferencing and collaboration platforms.
Working knowledge of AV control systems, DSPs, displays, conferencing systems, and network-connected technologies.
Familiarity with ticketing systems, customer support workflows, and documentation best practices.
Understanding of networking fundamentals, including IP addressing, connectivity, and basic troubleshooting.
Strong customer service and interpersonal communication skills.
Excellent verbal and written communication skills.
Ability to prioritize multiple support requests and manage workload effectively.
Strong organizational skills and attention to detail.
Proficiency with Microsoft Office applications and general PC-based technologies.
Experience with HubSpot or other ticketing/help desk platforms preferred.
Ability to work independently in a remote environment while collaborating effectively with distributed teams.
CTS certification or other industry certifications preferred but not required.
Occasional after-hours support may be required.
Compensation & Benefits
At Solutionz, Inc., we believe in supporting our employees' health and wellness. Each month, we contribute a portion toward sponsored medical, dental, and vision insurance plans. Our flexible time off (FTO) policy encourages a healthy work-life balance, and our company-paid life insurance provides peace of mind for you and your family. These are a few of the benefits that make Solutionz a great place to work!
Insurance Benefits
Benefits eligibility, including 401(k), begin on the 1st of the month after 60 days of employment for all full-time employees and include:
Medical
Dental
Vision
Voluntary and AD&D Life Insurance
Supplemental Medical Plans
Short-Term Disability
Long-Term Disability
$50,000 Company-Paid Life Insurance Policy
Employee Assistance Program (EAP)
Solutionz Wellness Program supports a healthy lifestyle and offers an opportunity to reduce your monthly medical premium
Retirement Plans
Solutionz matches 50% of your 401k contribution up to 4% of your gross income.
Employees select from these retirement saving plans:
Pre-Tax 401(k) plan
Roth 401(k) plan
Paid Time-off
Flexible Time Off (FTO) is offered to full-time employees who have completed 90 days of employment.
Paid time off includes:
Flexible Time Off
Holidays
Sick Leave
Benefits are subject to change annually.
At Solutionz, Inc., we deliver reliable, comprehensive, best-in-class audiovisual systems that transform how organizations communicate, collaborate, and operate. Our team of integrators, technologists, engineers, support technicians, and designers works together to deliver solutions our customers can rely on.