Help Desk Technician
Help Desk Technician
Hachette Book Group seeks a Help Desk Technician who delivers strong customer service, clear communication, and consistent execution. This role provides front line and deskside technical support across end user devices, software, mobile technology, and conference room systems. The technician works closely with the broader IT team to keep employees productive, manage tickets with discipline, and maintain a high support standard across the business.
Core Responsibilities
- Provide first and second level support for incidents and service requests involving Windows and Mac computers, laptops, mobile devices, printers, docks, peripherals, operating systems, and standard business applications.
- Diagnose and resolve technical issues related to hardware, software, user accounts, file access, connectivity, printing, conference room technology, and collaboration platforms.
- Support users in person, remotely, and through the ticketing system, translating technical issues into clear, understandable guidance for users with different levels of technical experience.
- Install, configure, image, deploy, and support new hardware and software, including laptops, desktops, mobile devices, monitors, docks, and other end user equipment.
- Assist with onboarding, offboarding, laptop refreshes, office moves, and day to day provisioning tasks in partnership with the broader IT organization.
- Support audio visual and meeting room technology, including NEAT, Cisco, Yealink, Crestron, displays, microphones, and conferencing platforms in small and large conference rooms.
- Escalate complex issues to the appropriate support team with complete troubleshooting notes, business impact, and clear next steps.
- Create and maintain documentation, standard operating procedures, knowledge articles, and accurate records of user interactions, resolutions, and recurring issues.
- Provide user training and practical guidance on supported technologies and standard ways of working.
- Contribute to team assignments, projects, and continuous improvement efforts as needed.
Day in the Life
- Monitor the support queue throughout the day and acknowledge new tickets within 30 minutes during business hours, or sooner for high priority issues.
- Review assigned tickets daily, prioritize work by business impact and urgency, and keep users informed with same business day updates on open work.
- Provide immediate escalation for outages, security concerns, executive support issues, and business critical incidents that cannot wait for normal queue handling.
- Perform deskside support, remote troubleshooting sessions, walk up assistance, and hands on device swaps to restore service quickly.
- Stage and deploy new user equipment, replace aging devices, verify standard builds, and confirm equipment is ready for business use before handoff.
- Check conference rooms and shared technology spaces, prepare for important meetings or events, and respond quickly to audio visual issues.
- Follow through on onboarding and offboarding tasks, including device preparation, account readiness, equipment recovery, and access changes based on approved process.
- Document all meaningful troubleshooting steps, resolutions, and handoffs so tickets can be understood, audited, and supported by the team.
- Review aging tickets and vendor dependencies, follow up proactively, and escalate risks early so service levels remain on track.
Service Expectations
- Own tickets from intake through resolution or formal escalation. Tickets should not sit without action, communication, or clear next steps.
- Meet help desk service level expectations for acknowledgement, triage, user communication, escalation, and closure quality.
- Acknowledge new tickets promptly, update active tickets the same business day, and provide daily progress notes for high priority issues until resolved or transferred.
- Close tickets with clear, professional resolution notes that explain what was done, what the user should expect next, and any follow-up required.
- Maintain strong attendance, reliability, and on-site support coverage. This role is expected to be on site at the assigned office location five days a week, with limited flexibility based on business needs.
- Work collaboratively with End User Computing, Infrastructure, Security, and Operations teams to resolve issues efficiently and consistently.
Qualifications and Skills
- Strong working knowledge of Windows and Mac operating systems, common end user hardware, standard peripherals, and core troubleshooting methods.
- Working knowledge of networking fundamentals such as Ethernet, Wi Fi, DHCP, VPN, and basic connectivity troubleshooting.
- Understanding of web based, cloud based, and Microsoft 365 style business applications.
- Experience supporting mobile devices and operating systems, including iOS and Android.
- Experience using and supporting audio visual equipment in conference rooms and event spaces.
- Strong verbal and written communication skills, with the ability to explain technical issues clearly and professionally.
- Customer focused approach with patience, follow through, and good judgment under pressure.
- Strong organizational skills, attention to detail, and ability to manage multiple priorities while maintaining ticket discipline.
- Interest in technology, business operations, and practical support needs within a publishing environment.
- Ability to work independently on assigned tasks and effectively as part of a larger team.
Education, Experience, and Requirements
- Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent combination of education and relevant work experience.
- 2 or more years of help desk, desktop support, or technical support experience in a professional environment.
- Experience using a ticketing system and working within documented support processes and service levels.
- Experience installing software, configuring hardware, and supporting standard end user devices in an enterprise setting.
- 5 days in office
- Technical certifications such as A+, Microsoft, Apple, or similar are a plus.
- Experience in a publishing, media, creative, or similarly fast paced office environment is a plus.
As a leading book publisher, we believe that including and representing diverse voices in all aspects of our business is fundamental to what we do. Our publishing programs must reflect the broad range of backgrounds, experiences, political views and ideas that shape our society and publish books for all readers.
Hachette Book Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
The compensation range for this position is $55,000 - $70,000. Salary can vary based on a number of factors including skills, experience, and location — talk with your recruiter to learn more. There may be times that you will be required (or requested) to work overtime due to the nature of your role or exceptional workload issues or special projects.
The following benefits are offered by the company: medical, dental, vision, basic and supplemental life, short-term and long-term disability, accidental death and dismemberment, critical illness, hospital indemnity, long-term care, health and dependent care FSA, commuter benefit plan, employee assistance program, tuition reimbursement, travel assistance, 401(k), discretionary bonus program, PTO (15 vacation days, 2 personal days, 10 holidays and generous sick leave) and group discounts on auto and home insurance and legal services. Eligibility requirements apply to some benefits and may depend on your job classification, hours worked and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.