Meeting Services & Technical Support Specialist

American Council on Education•Washington, DC

7d•$59,266 - $74,082•Onsite

About The Position

The American Council on Education (ACE) is the major coordinating body for the nation's colleges and universities. ACE is a membership organization that mobilizes the higher education community to shape effective public policy and foster innovative, high-quality practices. With a diverse base of member institutions, ACE represents nearly 1,700 college and university presidents and executives, serving as the only major higher education association to represent all types of U.S. accredited, degree-granting institutions. ACE's mission includes serving 280 minority serving institutions, 25,000 higher education professionals, and 7.7 million students enrolled in colleges and universities. ACE membership extends to all 50 states, Washington DC, Puerto Rico, Guam, and 21 other countries. The Meeting Services & Technical Support Specialist provides foundational technical support for end users while supporting meeting and event technologies. This role focuses on troubleshooting basic IT issues, assisting users with hardware and software, and ensuring seamless operation of virtual, hybrid, and in-person meetings. The Specialist serves as a first point of contact for IT support and meeting services at ACE.

Requirements

High school diploma or equivalent; Associate's degree in IT or related field preferred.
0–2 years of experience in IT support, help desk, or customer service.
Basic understanding of Windows and/or macOS systems.
Familiarity with common collaboration tools such as Zoom, Microsoft Teams, and Webex.
Strong communication and customer service skills.
Willingness to learn and develop technical skills.

Nice To Haves

Internship or hands-on experience in IT support or A/V setup.
Basic knowledge of networking concepts — Wi-Fi, VPN, and connectivity troubleshooting.
Entry-level certifications such as CompTIA A+, or currently working toward certification.
Detail-oriented and able to manage multiple tasks with strong organizational skills.
Excellent interpersonal skills and a demonstrated ability to collaborate effectively.

Responsibilities

Provide technical support for meetings, webinars, and events — virtual, hybrid, and in-person.
Set up and test A/V equipment including microphones, cameras, projectors, and conferencing systems.
Support collaboration platforms including Zoom, Microsoft Teams, and Webex.
Troubleshoot basic audio, video, and connectivity issues before and during meetings.
Monitor live sessions to ensure smooth operation.
Coordinate with event organizers to confirm technical readiness.
Provide first-level technical support for desktops, laptops, and peripherals.
Assist users with basic hardware and software troubleshooting.
Install and configure standard software applications and updates.
Support password resets, account access, and basic user administration tasks.
Set up workstations and assist with onboarding new employees.
Log, track, and resolve help desk tickets in a timely manner.
Escalate complex issues to senior IT staff as appropriate.
Maintain documentation of common issues and solutions.
Provide basic training and guidance to users on IT tools and meeting platforms.
Follow IT policies, procedures, and security guidelines.
Assist with routine IT maintenance tasks and projects.