Reference #: a53d6569-d873-4a02-87cf-4898b2dd19bd
Description

Cenero employees are truly empowered to innovate at every level, in every function. We hire high energy activators, that aren't afraid to leverage their passion and expertise. And we're agile, which means you can make a difference with your career, while learning, growing and having fun!
JOB SUMMARY
The Help Desk Technician in Malvern, PA provides onsite and telephone technical support for end-users related to hardware and software issues. Cenero is looking for a Help Desk Technician to support our in-house team with day-to-day issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Serve as a frontline contact for end-users to troubleshoot/resolve technical incidents and handle service requests
Resolve end-user inquiries through effective communication and anticipate potential future inquiries
Provide world class customer service through first-call resolution
Document every correspondence with end-users clearly and concisely
Collaborate and communicate with other internal support teams and escalate issues to appropriate individual(s) as needed
Log issues, report them to the IT Manager, and assist in creating solutions to said issues
Deliver timely, accurate and actionable information to support teams as appropriate
Respond and react to assigned helpdesk tickets in Ticketing System in a timely manner
Address Allied employees' inbound inquiries via phone, secure chat, walk up, and email regarding support requests and incidents
Request and secure required documentation according to company procedures
Improve upon/refine customer service knowledge and techniques through ongoing training
Master various systems for issue tracking, end user account management, inventory, and procurement
PCs, Systems & Software
Computer and network system maintenance
Documentation of all related processes
Troubleshooting hardware issues/errors
Fundamental Microsoft Office troubleshooting
Microsoft Office and Office 365
Sharepoint and OneDrive
Fundamental network troubleshooting
DHCP
Printers
TCP/IP connectivity
VPN
Fundamental Windows Desktop troubleshooting
Active Directory & Group Policy
NTFS file permissions
Printers
User education
Windows 10 Pro and Windows 11 Pro
Knowledge of Linux is a plus
IT Helpdesk Tickets
1st level of support for all user tickets
Escalation of issues to the administrator/engineers as required
Apply problem-solving skills and advanced understanding of hardware and software to resolve tickets
Identify trends and follow problem management procedures to isolate root causes in order to prevent repeat issues
Document root cause analysis findings for all Severity 1 tickets
Demonstrate superior support service, ensuring that all SLAs are met
Documentation of all processes followed, and steps taken during issue resolution
EDUCATION and/or EXPERIENCE
High school degree or GED required, Bachelor's degree is preferred
Preferred 2 years of experience providing service desk support, or equivalent experience/knowledge
Preferred Licenses/certificates/registrations: CompTIA A+, CompTIA Network+, AZ-900, MS-900, CCNA
up to 5% travel to different offices
KEY REQUIRED CHARACTERISTICS
Communicate well with others
Research solutions to problems
Organization and time management
Open to learning new skills and information
Identify and manage risk
Accountable, taking initiative and responsibility for your task
Resourceful
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
LANGUAGE SKILLS
Ability to read, analyze, and interpret the complex documents including product specifications, wiring diagrams, and architectural drawings.  Ability to respond effectively to sensitive customer inquiries or complaints.  Ability to clearly and unambiguously communicate verbally or in writing.
MATHEMATICAL SKILLS
Ability to comprehend and apply principles of modern algebra and acoustical equations.
REASONING ABILITY
Strong ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.  Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases.  Ability to deal with a variety of abstract and concrete variables.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to operate a computer and telephone keyboard; and talk or hear.  The employee is often required to stand, walk, and reach with hands and arms.  Heavy lifting is not usually required.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LOCATION
This position is on site five days a week at 1150 Atwater Drive, Malvern, PA 19355
BENEFITS AND PERKS:
Industry-leading healthcare coverage begins on your first day of employment. Includes medical, dental, vision, and prescription
Savings and 401K Investments with company match
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Dependent Care Spending Account (DCA)
100% Company paid Life insurance
100% Company paid Short Term Disability
Optional Long Term Disability
Paid Time Off awarded at hire
On-site gym, weight room, locker room
Giving Programs
Employee Tuition Reimbursement
Opportunities to network and connect
Lucrative Employee Referral program
Delicious Free coffee and
Warm Philly soft pretzels every Wednesday

Since 1999, Cenero has helped organizations gain a competitive edge by leveraging audio visual and conferencing technology as productivity tools. Our extensive knowledge of Audio Visual Systems, Video Conferencing and Network Infrastructure delivers solutions that improve communication and drive efficiency throughout the client's organization. The right technology can make or break a video meeting. Smart AV solutions can offer both in-office and remote participants an equal seat at the table, so everyone can engage and interact easily and comfortably. AI-informed technology can improve audio, video and interactive experiences, creating a consistency across spaces and seamlessly connecting remote teams.

Our Constant Connect solution is a suite of managed services that assures technology readiness for all collaboration spaces.  The suite includes:

Proactive Managed Services identify and solve issues before meetings even start
UC Proactive Managed Services monitors rooms and UC platforms like Teams and Zoom to keep spaces fully functional
Reactive Managed Services provide immediate assistance for all tech issues
An Analytics Dashboard provides detailed data for more informed business planning
AV Staffing Services provide on-site support of complex AV technology

Company information
We are growing rapidly, and our recent acquisition by Ricoh in October 2022 has accelerated our growth. This acquisition will help RICOH support its customers with their growing number of offices, meeting rooms, and learning spaces that are quickly being modified to support hybrid working and learning models. Cenero has a new headquarters building in Malvern, PA, and 4 other U.S. offices. (New York, Washington DC, Charlotte, and Dallas)  We offer a range of flexible AV solutions that... For full info follow application link.

Cenero 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities