Service Desk Technician (Tier 1)

Our client, For The Record (FTR), is a SaaS provider focused on modernizing legal proceedings with technology that accelerates access to justice. FTR's vision is to be the sound and sight of justice. From digital recording tools and advanced speech-to-text platforms to secure cloud-based storage and online ordering of court content, FTR pioneers end-to-end solutions for courts around the world. The team values reliability, transparency, customer focus, progressive ideas, and accountability. This is a global organization, with physical offices in Brisbane, Queensland; Boston, Massachusetts; and Phoenix, Arizona.

Job Summary

As a Service Desk Technician, you will play a key role in enhancing customer experience by providing comprehensive technical support for FTR products and solutions. This role combines first-line customer service with advanced technical support, involving both remote assistance and onsite service for recording products and court systems.

You will be part of a global team of skilled technicians and engineers working to provide technical and product support to both external and internal customers, meeting and exceeding service-level agreements while ensuring high client satisfaction and success.

This role is an in-office position, working as part of a focused team, committed to providing dedicated service support to customers between the hours of 4:00 AM and 6:00 PM Pacific Time. Although the position will have an established schedule, candidates must be flexible to assist with coverage when needed during the full service time period. This position may work in either the AZ or the MA office.

Essential Functions and Responsibilities

Customer Support & Service

• Provide first-line technical support for FTR products, virtual solutions, and court recording systems
• Triage and manage support requests via customer portal, email, phone, and internal escalations
• Own customer issues through resolution or escalation, ensuring clear and timely communication
• Deliver support in line with defined SLAs for response, resolution, and customer satisfaction

Technical Support & Maintenance

• Diagnose and resolve Tier 1 hardware, software, and AV-related issues across supported environments
• Perform troubleshooting across PCs, networks, and Windows-based systems
• Provide remote support, with onsite support as required
• Escalate complex or non-standard issues in accordance with standard operating procedures

Audio/Visual Systems Management

• Maintain and operate audio equipment used in the recording and distribution of multi-channel audio and video
• Troubleshoot and resolve issues across components including microphones, DSPs, mixers, recording devices, and control systems (e.g., Biamp, Crestron)
• Assist with deployment and configuration of portable and installed AV solutions

Documentation & Case Management

• Accurately record, categorize, prioritize, and update all cases in ServiceNow in a timely manner
• Maintain clear and detailed case notes to support resolution, reporting, and knowledge sharing
• Develop and maintain knowledge base articles, FAQs, and technical documentation
• Maintain asset records for AV equipment across customer environments and internal inventory

Project Support & Communication

• Provide progress updates on incidents, service requests, and assigned tasks
• Support implementation and project teams as required
• Collaborate with internal stakeholders to resolve issues and improve service delivery

Minimum Qualifications

Required Service Skills

• Strong customer focus with the ability to deliver professional support in high-pressure environments
• Ability to work collaboratively across teams to resolve issues and improve outcomes
• Positive, proactive attitude with a commitment to continuous improvement

Required Technical Skills

• Formal experience supporting AV systems in installed or operational environments
• Basic understanding of audio principles and common AV hardware
• Experience with hardware installation or cabling (e.g., displays, conferencing systems)
• Exposure to Microsoft technologies and Windows-based systems
• Ability to troubleshoot PC, network, and application issues
• Familiarity with video over IP and digital recording systems is desirable

Required Communication Skills

• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Detail-oriented with the ability to accurately document and adhere to process and SLAs
• Ability to follow standard procedures while identifying opportunities for efficiency and improvement

Required Work Experience and Environment Abilities

• Minimum two years of Service Desk Technician experience supporting users across varying levels of technical ability
• Must have remote support tools (e.g. Splashtop, TeamView, BeyondTrust) and collaboration and communication platform experience (e.g. SharePoint, RingCentral)
• Must have experience with office productivity tools such as Microsoft Teams and Microsoft Office
• Must be able to pass a background check
• Position requires lifting at times up to 50lbs and work in environments requiring bending, reaching, and use of ladders as well as work in confined spaces
• Must be willing to travel up to 25% as required
• Must be available for occasional after-hours support and on-call duties
• Must have ability to be on-call in the event of emergencies or as needed
• A valid driver’s license and reliable transportation is required

Success in This Role Measurements

• Timely and accurate case management aligned with SLAs
• Reliably high first-contact resolution rate for Tier 1 issues
• Positive customer feedback and satisfaction
• Effective triaging, escalation and team collaboration
• Self-motivated to continue to gain and improve skills
• Capable of pivoting between priorities
• Comfortable with autonomously accomplishing tasks

Preferred Qualifications

Preferred Work Experience / Preferred Tools & Systems Skills

• Court environment, broadcasting, entertainment, stadium, and/or concert venue technical service desk/support experience is preferred
• Prefer case management (such as ServiceNow) experience

Preferred Education Requirements

• Education: Related vocational school training, equivalent on-the-job experience, and/or Associates Degree
• Certifications: Industry certifications for various product lines are helpful but not required

Demonstrates the Following Values

· Innovation. Innovating for Access

• Break barriers to address real-world challenges, transforming the justice system by accelerating access to justice through innovative technology.

· Customer Commitment. Building Trust, Creating Impact

• Forge long-term, meaningful partnerships to ensure FTR products and services make a positive impact on the justice system and the communities they serve.

· Work Together, Win Together. Teamwork Makes Justice Work

• Collaborate and communicate openly, leveraging and respecting diverse perspectives to drive collective success within the team and with customer partnerships.

· Champion FTR Products. Knowledge Empowers The FTR Mission

• Take ownership and continuously deepen understanding of FTR products and services, empowering teammates to be experts and ensuring customers experience the full value of what FTR offers.

· Prompt and Proactive. Justice Delayed is Justice Denied

• Act swiftly and anticipate needs, ensuring timely solutions that keep the FTR team and FTR customers moving forward so justice is never postponed.

Job Type: Full-time

Pay: $57,000.00 - $72,000.00 per year

Application Question(s):

• Are you available to work any shift within the hours of 4:00 AM and 6:00 PM Pacific Time?

Education:

• Associate (Preferred)

Experience:

• Service Desk Technician: 2 years (Required)

License/Certification:

• Driver's License (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: In person