IT Desktop Support

Sky Systems Inc needs an onsite IT Desktop Support technician to keep desktops, laptops, and meeting room audio-visual systems running smoothly in Santa Clara, CA. This role blends L1 desktop support with entry-level AV support, including coordinated troubleshooting, basic infrastructure checks, and dispatch coverage based on site needs.

You will work closely with onsite and offsite teams, document changes and incidents, and coordinate with remote teams or vendors when equipment issues require additional involvement.

Role Overview

• Provide L1 support for desktop and notebook break-fix issues, including coordination around warranty repairs.
• Deliver L1 audio-visual support for meeting rooms, focusing on device checks, resets, room readiness, and basic hardware troubleshooting.
• Support basic network and infrastructure verification using smart-hands tasks, including cabling and connectivity checks.
• Use a dispatch model to support onsite needs, including coverage during leaves following site processes and SOPs.

Responsibilities

• Troubleshoot desktops and notebooks, including warranty repair coordination and break-fix activity.
• Manage and track loaner or spare devices using customer-provided systems.
• Perform meeting room AV support: check and reset devices, confirm room readiness, and troubleshoot basic AV hardware issues.
• Manage conference room accounts, including adding/removing users, password resets, and ownership updates.
• Assist with corporate printer troubleshooting, such as toner replacement and waste cartridge changes.
• Provide smart-hands assistance for onsite infrastructure and network checks, including ports, cabling, patch panels, access points, power verification, and device resets.
• Coordinate with third-party vendors and procurement teams when needed.
• Support equipment replacement or reset during failures under guidance from central IT.
• Perform physical tasks, including working at height when required (ladder/lift).
• Maintain communication with onsite and offsite teams to report changes, issues, or updates.
• Ensure appropriate coverage during leaves and follow site operational processes and SOPs.

Requirements

• 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, including LAN ports, cabling, patching, and 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.

Tools and Technologies

• Microsoft Teams, Zoom, Webex
• ServiceNow, Jira
• Crestron Fusion and Crestron/Fusion
• TCP/IP
• CompTIA A+, ITIL Foundation

Good-to-Haves

• Experience using ITSM tools such as ServiceNow and Jira.
• Exposure to AV control or room management systems.
• Basic understanding of AV-over-IP or networked AV environments.
• Experience in an enterprise or fast-paced onsite environment.
• Entry-level certifications including CompTIA A+ and ITIL Foundation, plus basic AV training.
• Audio Visual Support; basic understanding of networking and TCP/IP; and basic familiarity with fiber and copper network infrastructure.
• Experience with Extron, Crestron, Fusion, and Managed Teams Room devices.
• Ability to explain networks and connection types and troubleshoot multiple connection scenarios.
• Skilled communications for clear, succinct updates without disclosing internal details.
• Experience supporting enterprise setups with Crestron/Fusion at the server and application layer.
• Experience supporting Microsoft, Lenovo, Client, Dell, and Apple certified environments.
• OEM certifications.

Position Details

• Location: Santa Clara, CA (onsite)
• Compensation: USD 30–35 per hour
• Experience: minimum 2 years
• Dispatch model: tickets are provided at least 24 hours in advance, with onsite work on the next day

Application Questions

• How many years of IT experience do you have?
• Do you have experience with Audio Visual systems?
• This is a dispatch/IT support role where you would be informed prior to 24 hours and required to go onsite the next day. Are you comfortable working on this model?