Video Teleconference Support Technician

Leidos • Baltimore, MD

23h • $38 - $42 • Onsite

About The Position

We are actively seeking a Video Teleconference Support Technician to join our team at Leidos as we strive to elevate and innovate our organization. Our mission centers on delivering user-focused IT solutions for our Centers of Medicare and Medicaid (CMS) customer base. This initiative demands continuous innovation and the ability to create seamless experiences across CMS systems, applications, and solutions. By proactively developing secure IT integrations and designs, we aim to unify end-user devices, infrastructure hardware, software, and applications, ensuring a smooth and intuitive experience for all users while safeguarding critical data. In this pivotal role, you will provide comprehensive support for unified communication and virtual teleconference tools. You will provide support for all CMS conference rooms, to include installation and maintenance of conference rooms, digital signage and associated peripheral. You will be responsible for operations to support Large Conference Facility, including Auditorium, Multipurpose Room, Media Center. In addition, you will support all other Tier 2 as directed, to include but not limited to computer workstations, printers, peripherals, and mobile devices. Success hinges on exceptional communication, technical proficiency, and analytical abilities. The ideal candidate will demonstrate a track record of resolving technical client issues with audio/visual conferencing, possess strong troubleshooting skills, be adept at analyzing data to identify the root causes of application problems, and demonstrate strong customer skills Collaboration is key, as you will work closely with both the Customer Support Service team and the Executive Support team to address user concerns promptly and professionally. As a member of our team, you will be expected to master all relevant products and actively contribute to new product features and testing initiatives. Your daily responsibilities will include diagnosing and resolving technical issues via phone and email, guided by our ticketing system, and ensuring timely and accurate support. NOTE: We are hiring for multiple positions. Location: This role is onsite. Candidate must be in a commutable distance to the Baltimore, MD area. The hourly rate for this position is approximately $37.76/hr. - $42.22/hr. This is just a range, and actual compensation will be based upon geographic location.

Requirements

• Associate degree with at least three years of relevant experience (additional experience may substitute for a degree).
• Proficiency with ServiceNow ITSM tool and Active Directory account management.
• Proficiency in Neat, Cisco, Poly/HP, and Crestron technologies.
• Strong customer orientation, with a commitment to resolving user issues efficiently and communicating resolutions clearly.
• Demonstrated experience in installing, configuring, and troubleshooting hardware, software, and peripherals.
• Success in collaborative, team-based environments, as well as the ability to work independently.
• Excellent analytical and problem-solving skills.
• Ability to explain technical concepts to both technical and non-technical audiences.
• A passion for learning and teaching new technologies.
• Skill in building productive relationships with colleagues and customers at all levels.
• Collaborative spirit, empathy, and a dedication to honoring and understanding users’ needs.
• Confidence in expressing views diplomatically, even when they might be unpopular.
• Strong active listening skills and the capability to quickly synthesize information.
• Conscientious, organized, and reliable, with a track record of meeting deadlines and commitments.
• Eligibility to obtain and maintain a Public Trust clearance.
• All candidates must have resided in the United States for at least three of the last five years to be considered.

Nice To Haves

• Technical Certifications in any one of: MCP, Dell/EMC, CompTia A+, Network+

Responsibilities

• Install, configure, troubleshoot, repair, and test a wide range of technology equipment—including workstations, printers, video teleconferencing equipment, and peripherals—in a multi-vendor setting, adhering to established policies, procedures, and Knowledge Base Articles (KBAs).
• Perform software and hardware upgrades/repairs to existing equipment using current processes and provide recommendations for improvements.
• Provide support leading up to events, including but not limited to scheduling, dry run coordination, event configuration (unique or recurring), and dissemination of conference details such as links and participant instructions, etc.
• Perform software and hardware upgrades and repairs, offering recommendations for process improvements.
• Assist Executive Support team to address executive user issues and requests as necessary.
• Mentor Tier 1 agents on how to identify and categorize user issues, leveraging active listening and analysis to expedite future resolutions.
• Continuously review and provide feedback on Tier 1 and Tier 2 knowledge articles, ensuring they empower Tier 1 agents to resolve customer issues independently, minimizing call transfers and accelerating solutions for end users.
• Field calls directly from users and Tier 1 agents, delivering expert-level support, resolving tickets remotely, and prioritizing first-call resolution.
• Train users on hardware, software, and mobile device usage in accordance with existing KBAs.
• Monitor asset performance and take proactive steps to address issues.
• Demonstrate initiative in identifying potential problems and responding before escalation.
• Work independently and as a valued member of integrated teams.
• Conduct root cause analysis and resolve complex issues.
• Be available for after-hours or weekend support as needed, including on-call emergency support.

Benefits

• Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year.
• Eleven (11) paid holidays per year.
• Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans.
• Ongoing training to support your success.
• Tuition reimbursement based on Leidos policy.
• Discounted Leidos stock purchase and other Employee Discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees