Audio-Video Technical Support Specialist 03648 NWS

Location: Oak Ridge, Tennessee
Title: Audio-Video Technical Support Specialist
Schedule (FT/PT): Regular Full Time
Travel Required: No
Clearance: Ability to Obtain

North Wind Services is a high performing, low risk firm with the experience and qualifications to successfully manage and execute a wide range of technical services, including environmental investigation and restoration, construction, demolition, radioactive and hazardous waste management, public communication and involvement, information management, health and safety/industrial hygiene and emergency response/HAZMAT services.

POSITION PURPOSE:
As a Technical Support Specialist, you will be responsible for onsite IT Audio Video Technical Support, including desktop support for users, as well as assist the IT team with other production systems support, as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Report each day to client site and check in with client support team on daily tasks.
• Interact with client Customer Help Desk ticketing system to respond to end user requests.
• Operate and test daily functionality of all AV and integrated conference rooms.
• Perform routine testing and problem diagnosis for all installed conference room systems and equipment. (projectors, microphones, speakers, amplifiers, cameras, and displays)
• Perform preventative maintenance to resolve problems or identify problems requiring escalation to appropriate manager, vendor, or manufacturer.
• Troubleshoot AV/V problems on the fly as required, “emergency” as well as “non-critical” situations.
• Assist with company meetings/functions as required.
• Setup and breakdown of all onsite meetings
• Daily system testing to confirm equipment and room system is functional.
• Responsible for documenting, communicating, and escalating all break fix issues to their manager and service team for resolution.
• Ensure all conferencing systems and spaces are presentable and ready for use.

MINIMUM QUALIFICATIONS:
Education and Experience:
Associates degree with limited experience or high school diploma with 1 to 4 years of experience. Requires basic knowledge and familiarity with equipment in area of expertise.

OR

Bachelors degree in a technical field with limited experience or Associates degree in a technical field and 2 to 5 years of related experience. Requires general knowledge and understanding in area of expertise and associated equipment, processes or systems.

Skills and Abilities:

• Schedule and set up conference room equipment for audio-visual teleconferencing.
• Strong customer service and interpersonal communication skills.
• Schedules and manages video teleconference meetings in various rooms.
• Completes paperwork required to open and close classified conference rooms to maintain the integrity of each room.
• Work directly with customers via phone, email, chat sessions, remote connection, or in person.
• Provide resolutions to customer issues/requests.
• Properly escalate unresolved queries to the next level of support.
• Utilize service management tools to document work notes and updates.
• Follow up with customers, provide feedback and see problems/requests through to resolution.
• Maintain broad knowledge of company software/hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impact the user work
• environment.
• Apply technical expertise, product knowledge, and problem-solving skills to drive the diagnosis and resolution of customer reported issues.
• Coach end users on tools and equipment usage.
• Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through course work, Internet research, contacting vendor support,
• and work experience.
• Ability to quickly support emergent issues or address unexpected or undefined work requests in a fluid environment as new technologies and equipment upgrades are introduced.

Special Requirements:

• Knowledge and experience in videoconferencing, mobile devices, telecommunications, and audio-visual equipment.
• Experience troubleshooting and supporting Automated Information Systems (AIS) hardware and software.
• Ability to convey information accurately and effectively in both written and oral form.
• Effective time management skills to handle multiple incident tickets at once.
• Able to work technically demanding fast-paced environment.
• Able to able to concisely and accurately describe technical details to customers.
• Quick decision making when assessing