Audio Visual and Conferencing Support Technician

Orchard•Bethesda, MD

29d•Onsite

About The Position

Audio Visual and Conferencing Support Technician Bethesda, MD @Orchard LLC is searching for a Desktop Support Technician to provide leading-edge desktop solutions to world-renowned healthcare and research organizations in the Washington, DC metro area and around the world. This position is based in Bethesda, MD. Responsibilities This role provides support for the operation, maintenance, and end-user support services for conference rooms and collaboration technologies across seven (7) rooms, including five (5) huddle rooms and two (2) conference rooms (resource and/or divisible configurations). Additional white-glove support for Top 5 Executives may be required. Supported systems include Microsoft Teams Room (MTR) solutions and integrated AV environments consisting of displays, Logitech Rallybar (or equivalent), touch panels, cameras, ceiling-mounted microphones and speakers, AV bridges, codecs/switchers, digital sound processors, amplifiers, and associated rack-mounted equipment. Support includes: Day-to-day operations and maintenance of A/V equipment, systems, and associated technologies Perform troubleshooting, reconfiguration, and necessary programming of existing AV equipment to ensure functionality Ensure meeting readiness during core support hours Onsite and remote support for MTR systems and associated peripherals Support for hybrid meetings (audio, video, and content sharing) Basic configuration and coordination of AV and rack-based systems Coordination with vendors, OEMs, and internal service providers for escalation and repair Meeting and event support, including setup and real-time troubleshooting Development and maintenance of SOPs and documentation Tracking and reporting of issues in alignment with Service Desk SLAs Responds to customers via phone, in person, and through remote support channels. Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance. Records all activities within the client central ticket tracking system (ServiceNow) and documents cases thoroughly and accurately in real time, per service standards. Document problem resolutions as knowledge records in the IT Knowledge Base. Follows quality control workflow to ensure proper documentation and quality of case handling. Must coordinate with communications channels during major incidents and record problem investigations in the central ticketing system in a timely fashion. Deliverables include monthly reporting, SOP documentation, and inventory/status tracking of AV assets.

Requirements

Three (3) years’ experience solving technical problems using analytical approaches
Bachelor's degree in Computer Science or a relevant field, or an equivalent combination of education and professional experience, and appropriate technical certifications
One or more years of experience supporting audio-visual systems and conferencing technologies
Ability to gain and/or maintain a Public Trust clearance
Excellent written and oral communications, and strong customer service orientation

Nice To Haves

Excellent ServiceNow skills
Previous experience providing help desk support within NIH
General experience includes increasing responsibilities in information technology service management
Knowledge of current Windows and Apple Macintosh operating systems.

Responsibilities

Day-to-day operations and maintenance of A/V equipment, systems, and associated technologies
Perform troubleshooting, reconfiguration, and necessary programming of existing AV equipment to ensure functionality
Ensure meeting readiness during core support hours
Onsite and remote support for MTR systems and associated peripherals
Support for hybrid meetings (audio, video, and content sharing)
Basic configuration and coordination of AV and rack-based systems
Coordination with vendors, OEMs, and internal service providers for escalation and repair
Meeting and event support, including setup and real-time troubleshooting
Development and maintenance of SOPs and documentation
Tracking and reporting of issues in alignment with Service Desk SLAs
Responds to customers via phone, in person, and through remote support channels.
Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
Records all activities within the client central ticket tracking system (ServiceNow) and documents cases thoroughly and accurately in real time, per service standards.
Document problem resolutions as knowledge records in the IT Knowledge Base.
Follows quality control workflow to ensure proper documentation and quality of case handling.
Must coordinate with communications channels during major incidents and record problem investigations in the central ticketing system in a timely fashion.
Deliverables include monthly reporting, SOP documentation, and inventory/status tracking of AV assets.