AUDIO-VIDEO TECHNICAL SUPPORT SPECIALIST NWS
Company: Northwind Group
Location: Oak Ridge
Posted on: October 27, 2024
Job Description:
Location: Oak Ridge, TennesseeTitle: Audio-Video Technical
Support SpecialistSchedule (FT/PT): Regular Full TimeTravel
Required: NoClearance: Ability to ObtainNorth 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.ORBachelors
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 a solution to a problem,
that is creating a business or production delays.
- Well-developed IT troubleshooting skills and customer
servicePREFERRED QUALIFICATIONS:
- Active DOE or DOD Security ClearancePHYSICAL DEMANDS:
- While performing the duties of this job, the employee is
regularly required to talk or hear. The employee is required to sit
for part of the day. The employee is frequently required to stand,
walk, reach with hands and arms, climb or balance, stoop, kneel,
crouch or crawl, and drive.
- The employee may frequently lift and/or move up to 10
pounds.
- Specific vision abilities required by this job include close
vision, depth perception and the ability to adjust focus. Manual
dexterity abilities required performing calculations using computer
or calculator.
- Must be capable of wearing standard personal protective
equipment (hard hat, gloves, coveralls, safety glasses, hearing
protection, and safety shoes) as needed.WORKING ENVIRONMENT:
- Indoor tasks to be expected.
- Elevated noise levels possible.North Wind offers a competitive
pay and benefits package to include health, life, and disability
insurance benefits, 401(k) with company match, generous paid leave
and tuition reimbursement for eligible employees. As a company, we
are committed to employee wellness, professional development, and
work-life balance. We value safety, reliability, and commitment to
our people! For more information about our benefits or hiring
philosophy, visit the North Wind Career Opportunities
Page.Reasonable accommodations may be made to enable qualified
individuals with disabilities to perform the essential functions.
The nature of those accommodations will be determined on a
case-by-case basis. If you are an individual with a disability and
require a reasonable accommodation to complete any part of the
application process, or are limited in the ability or unable to
access or use this online application process and need an
alternative method for applying, you may contact our Helpline
+1.208.528.8718 or use the Request for Reasonable Accommodation
(https://northwindgrp.com/careers/request-for-reasonable-accommodation-confidential/)
form to get assistance.North Wind is an Equal Employment
Opportunity (EEO) employer and welcomes all qualified applicants.
Applicants will receive fair and impartial consideration without
regard to race, sex, color, religion, national origin, age,
disability, veteran status, genetic data, religion, or other
legally protected status. All qualified applicants will receive
consideration for employment without regard to their protected
veteran status and will not be discriminated against on the basis
of disability.Proof of citizenship will be required as a condition
of employment.Candidates may be required to obtain and hold a
Secret or Higher US Government Clearance.
Keywords: Northwind Group, Knoxville , AUDIO-VIDEO TECHNICAL SUPPORT SPECIALIST NWS, IT / Software / Systems , Oak Ridge, Tennessee
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