Unified Communications Associate

Immersive Concepts LLC•Washington, DC

6d•$78,000 - $83,000

About The Position

Immersive Concepts is seeking a full-time Unified Communications Associate to support the USAGM project. This role combines hands‑on technical troubleshooting with leadership, process improvements, and a strong focus on customer service & quality.

Requirements

HS Diploma
6+ years of relevant experience
Strong experience with Windows-based software and current operating systems, VTC systems, and A/V equipment.
Demonstrate strong customer service skills.
Flexible work schedule to provide support as necessary
Ability to independently set-up, diagnose, troubleshoot and resolve end-user questions in the following VTC areas of support.

Nice To Haves

IT Bachelors Degree (Preferred)

Responsibilities

Serve as the SME on Conference room operations
Manage hardware lifecycle tasks including tracking, light maintenance, and inventory.
Serve as Zoom SME / ADHOC Support & License monitoring
Proactive research and evaluation of new technology, processes or initiatives to expand or enhance the usage and delivery of AV/VTC services
Provide Follow-up trainings post IC improvements with client or end-user
Conference Room Facilitator (Client Interaction & Support)
Onsite maintenance (within scope, major PMI’s submit Service Tickets)
Develop & Maintain Checklist Documentation
Maintain Weekly reporting documentation
Vendor relations and meeting preparation
CSR Admin/ Documentation Support: i.e. service tickets, pricing, quotes, etc
Troubleshoot and resolve escalated technical issues or submit service tickets as needed
Conduct analyses, optimize functionality, evaluate A/V services and resolve delivery issues
Organize, prioritize, and assist with daily technical support
Provide comprehensive end-user support and routine maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose and troubleshoot system malfunctions and defects.
Assist with device imaging, deployment, updates, and basic repairs.
Help maintain IT equipment inventory and asset tracking
Troubleshoot service-related issues with the telecommunications vendor to resolve routing and technical issues
Create and maintain Standard Operating Procedures (SOPs) for IT workflows