Audio and Visual Technical Support Specialist

Edgewater Federal Solutions, Inc.•Oak Ridge, TN

10h•Onsite

About The Position

Edgewater Federal Solutions is seeking an Audio and Visual Technical Support Specialist to support a major Department of Energy complex. This is onsite in Oak Ridge, TN.

Requirements

High School diploma and 1-4 years of experience for level 1; Associate's degree and 2-5 years of experience for level 2.
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 service

Responsibilities

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.
Quickly support emergent issues or address unexpected or undefined work requests in a fluid environment as new technologies and equipment upgrades are introduced.