Help Desk Technician - AV, IT & Digital Signage

Help Desk Technician

Red Dot Digital Media, Inc. is at the forefront of national and global digital signage deployments. As a rapidly growing industry driven by emerging technologies, it offers an excellent opportunity for individuals with a growth mindset. We are a leading global digital signage company, specializing in custom HTML programming, creative content, hardware integration, and technical support for all BrightSign media players, utilizing CMS software such as BrightSign, Carousel, Signagelive, Navori, Wallboard, and more.

We are seeking an individual who excels in client service, enhances our work environment, and contributes to our leadership in the industry. You will be a vital and valued member of our team.

We offer ongoing training and certifications as part of your career development. We encourage all employees to stay updated with industry knowledge to maintain the high level of expertise required for both individual and team success.

Job Description:

The Help Desk Technician is responsible for identifying, researching, and resolving complex technical issues. This role will become an in-house expert on third-party software, providing support to end users and field technicians facing software or device failures, network issues, file access problems, or hardware malfunctions. The technician will document, track, and monitor problems using relevant systems and tools.

This position collaborates with other departments on deployments and installations. Responsibilities include setting up and configuring media players, configuring network settings, testing software, and ensuring the technical functionality of hardware for deployments. The technician will also coordinate with other teams or specialists to resolve issues and handle escalated problems of higher difficulty.

The ideal candidate is self-motivated, eager to learn, and driven to succeed. They will work independently within established procedures and are expected to train or assist less experienced team members. This role requires a high level of organization and the ability to multitask effectively.

This is an in office position, not remote.

Responsibilities:

• Provide technical assistance with digital signage, IT and AV hardware and software.
• Handle customer inquiries, resolve issues for clients via phone or electronically.
• Troubleshoot and resolve software issues and concerns with hardware and software.
• Develop and maintain a knowledge base of the evolving products and services.
• Recommend hardware and software improvements. Provide information about the products and services.
• Testing hardware and software products to help improve them, and the client experience.
• Track customer issues and resolutions in ticketing software. Document and update customer records based on interactions.
• Troubleshooting their hardware and software products, remotely
• Training clients on how to use software and technology more effectively.
• The successful candidate will work with staff and clients on sustaining audio visual, networking and multimedia applications in commercial and retail locations.
• Provide technological expertise based on basic electrical/electronic knowledge.
• Perform system level troubleshooting over the phone to our clients.
• Instruct on preventative/fix/repair maintenance on an assortment of video and digital signage.
• Setting up and configuring media players, testing network connectivity, and programming.
• Demonstrate an understanding of audio/video signal flows and control systems for distributed audio, video, and signage systems and the ability to diagnose and troubleshoot problems
• Become our in-house expert on 3-5 different CMS software platforms.

• Testing and developing hardware and software functionality and compatibility
• Perform R&D for new products, software, and project feasibility.
• Configure, test, and deploy hardware specific for projects following workflow guidelines.
• Perform client training on content management software and hardware.
• Perform software demos pre-sale.
• Have a good understanding of both Audio Video systems and IT networks.
• Well-organized, flexible, and responsible with an aptitude for problem-solving is a must.
• Able to quickly learn new software.
• Ability to work in a team environment or individually with little direct supervision.
• Basic skills using Office365 products and other office software (email, calendars, spreadsheets, Word, Teams, etc.)
• Ability to Work Under Pressure to Meet Deadlines.
• Candidate must be able to demonstrate a sense of leadership in negotiations and critical thinking.
• Highly motivated to exceed and go above and beyond minimum requirements.
• Strong verbal and written skills with proficiency of the English language.
• Provide excellent customer service and support.
• Ability to learn new skills and systems related to the Digital Signage technical profile.
• Perform weekly ticket status updates if necessary.
• Ability to set up and test issues locally with minimal interruption to client.
• Work with internal teams to communicate issues and test resolutions with programmers.
• Work with manufacturer s technical support for advanced level tech support specific to certain issues
• Interface with and manage department resources internally and externally.
• Maintain basic technical needs of office technologies.
• Potential travel and perform on-site technical support locally.
• Track time spent on projects in 3rd party software

Qualifications:

• Requires 3-5 years of related experience
• Pass a thorough background check.
• Four-year degree or combination of schooling and field experience in AV and/or IT
• Must have excellent computer skills: Proficient with Microsoft Office 365, Zoho, and Teams
• Excellent written and verbal communication skills, proficient in English language.
• Background in Networking, IT, & Audio-Visual systems
• Ability to work after hours when needed for call with clients overseas.
• Knowledge of established industry standard project management methodology
• Prior experience managing multiple complex projects simultaneously.
• Excellent interpersonal skills demonstrated by ability to lead client and internal team through the duration of the project.
• Demonstrated ability to manage project scope change and billing within a for profit environment.
• Ability and desire to learn new skills and systems related to the Digital Signage technical profile.
• Self-motivated, resourceful, ability to solve unusual or unexpected problems.
• Candidate must be able to demonstrate a sense of leadership in negotiations and critical thinking and be able to communicate effectively in a team. Positive and inclusive attitude in and outside the office
• Self-motivated desire to exceed and excel beyond minimum requirements.
• Professional and well-kept appearance, we embrace personal style and welcome it, grooming and personal hygiene are always required.

Salary, Benefits, Office:

• Compensation is commensurate with experience.
• Health Insurance
• 401k
• Paid Vacation
• Paid Sick
• Salary adjustments and performance-based bonuses.
• Advancement opportunities are based on performance and availability.
• Our office is located in a Class A building in Carlsbad, featuring collaborative workspaces designed to foster teamwork and innovation. Amenities include a full gym, showers, a patio area, and an in-suite kitchen. Each workspace is equipped with a hydraulic sit-stand desk, a laptop computer, a large monitor, a wireless keyboard and mouse, a noise-cancelling headset, and an ergonomic chair. The office is within walking distance to various dining options and conveniently close to the I-5 Freeway.