Help Desk Specialist - Level 2, Fremont, California

Who we Are:

Avidex stands as a leading force in the audiovisual and IT integration industry, celebrated for delivering cutting-edge solutions to a diverse clientele. Our fundamental principles center on an unwavering commitment to excellence, profound technical expertise, and an entrepreneurial spirit that defines our unique identity.

In our continuous journey of expansion, we are actively seeking an exceptionally skilled Audiovisual (AV) Service and Support Representative-II to play a pivotal role within our Service team. This critical position is perfect for individuals who are well-organized, personable, responsible, adept at multitasking, detail-oriented, clear communicators, and dedicated to providing excellent customer support. A robust background in electronics, computers, and audiovisual industry best practices is a prerequisite for success in this role.

What we Offer:

• Competitive compensation plan
• Full medical, dental and vision benefits
• 401(k) with employer match
• up to 120 PTO, accrued weekly
• 9 paid holidays and 1 Floating Holiday
• 8 hours to volunteer on your favorite cause
• Tuition reimbursement
• Career and personal development opportunities

Position Overview:

The Audiovisual (AV) Service and Support Representative - II is responsible for providing operational support for the Managed Services department and its customers. This role identifies, researches, and resolves technical problems for customers with accounts. You will be responding to email and phone support requests, as well as documenting, monitoring, and tracking service requests to ensure timely resolutions. This person has knowledge of managing services help desk procedures and best practices.

Requirements

• High School Diploma or GED
• Associate degree is preferred
• 2+ years in a Help Desk support position or a similar job role
• An AVIXA CTS certification is preferred
• Good computer skills including proficiency using Microsoft Office and a PDF editor are required
• Customer relationship management (CRM) and service ticketing software experience preferred
• Must possess good customer service, problem-solving, and time-management skills, and be able to prioritize and organize workloads for effective implementation
• Must be able to work successfully in a fast-paced and multitasking environment
• Must have good verbal, written, and listening communication skills
• Must be able to effectively oversee stressful situations in a calm and professional manner

Responsibilities

• Represent our company values while providing our customers with Help Desk support
• Provide Help Desk support per department process workflow and management
• Provide case management including opening, notating, tracking, updating, and reporting on service tickets and work orders
• Assure parts and equipment repairs are processed accurately and in a timely manner
• Coordinate with vendors for orders, repairs, RMAs, and return status
• Facilitate subcontractor estimates, quotes, purchase order requests, and invoice processing
• Review and submit sub-contractor invoices to management for approval
• Process equipment returns and assist with advanced replacements
• Escalate all unresolved repair problems to management

If you have experience working as a Service and Support Specialist with strong background in help desk support, communication, and ability to manage variety of service tickets, and work orders, we need your skills. Apply today!

Avidex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to providing a workplace that is free from discrimination and harassment, and where all employees are treated with respect and dignity. We value diversity and believe it contributes to our success as an organization.