It Desktop Support

Description:

IT Desktop Support

Role Overview

The L1 + AV Technician will provide onsite support for desktops, audio-visual systems, basic network/infra checks, and conference room operations. The technician will perform troubleshooting, coordinate with remote teams and vendors, and ensure smooth day-to-day operations across the site. This role includes both dispatch and resident support depending on location needs.

Responsibilities

Perform desktop and notebook troubleshooting, including warranty repair coordination and break-fix activities.

Manage and track loaner/spare devices using customer-provided systems.

Provide L1 AV support for meeting rooms, including device checks, resets, room readiness, and basic hardware troubleshooting.

Manage conference room accounts (add/remove users, password resets, ownership updates).

Assist with basic troubleshooting of corporate printers (toner replacement, waste cartridge changes).

Provide smart-hands assistance for onsite infrastructure and network checks (ports, cabling, patch panels, access points, power verification, device resets).

Coordinate with third-party vendors and procurement teams when required.

Support equipment replacement or reset during failures under guidance from central IT.

Ability to work at height when required (ladder/lift).

Maintain communication with onsite/offsite teams to report changes, issues, or updates.

Support emergency or high-impact issues with availability within 4–8 business hours.

Ensure proper coverage during leaves and follow site operational processes/SOPs.

Must-Haves

2–4 years of experience in IT and AV support.

Hands-on troubleshooting experience with desktops, laptops, and meeting room devices.

Basic understanding of network fundamentals (LAN ports, cabling, patching, device resets).

Familiarity with conferencing platforms (Microsoft Teams, Zoom, Webex).

Ability to perform physical tasks, including lifting equipment and working at height.

Strong communication, customer service, and documentation skills.

Ability to follow SOPs, ticketing processes, and escalation guidelines.