Audio and Visual Technical Support Specialist

Edgewater Federal Solutions, Inc.Oak Ridge, TN
10hOnsite

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.
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