Audio-Video Technical Support Specialist 03648 NWS - North Wind Group

Location: Oak Ridge, Tennessee
Title: Audio-Video Technical Support Specialist
Schedule (FT/PT): Regular Full Time
Travel Required: No
Clearance: Ability to Obtain

North Wind Services is a high performing, low risk firm with the experience and qualifications to successfully manage and execute a wide range of technical services, including environmental investigation and restoration, construction, demolition, radioactive and hazardous waste management, public communication and involvement, information management, health and safety/industrial hygiene and emergency response/HAZMAT services.

POSITION PURPOSE:
As a Technical Support Specialist, you will be responsible for onsite IT Audio Video Technical Support, including desktop support for users, as well as assist the IT team with other production systems support, as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Report each day to client site and check in with client support team on daily tasks.
• Interact with client Customer Help Desk ticketing system to respond to end user requests.
• Operate and test daily functionality of all AV and integrated conference rooms.
• Perform routine testing and problem diagnosis for all installed conference room systems and equipment. (projectors, microphones, speakers, amplifiers, cameras, and displays)
• Perform preventative maintenance to resolve problems or identify problems requiring escalation to appropriate manager, vendor, or manufacturer.
• Troubleshoot AV/V problems on the fly as required, “emergency” as well as “non-critical” situations.
• Assist with company meetings/functions as required.
• Setup and breakdown of all onsite meetings
• Daily system testing to confirm equipment and room system is functional.
• Responsible for documenting, communicating, and escalating all break fix issues to their manager and service team for resolution.
• Ensure all conferencing systems and spaces are presentable and ready for use.

MINIMUM QUALIFICATIONS:
Education and Experience:
Associates degree with limited experience or high school diploma with 1 to 4 years of experience. Requires basic knowledge and familiarity with equipment in area of expertise.

OR

Bachelors degree in a technical field with limited experience or Associates degree in a technical field and 2 to 5 years of related experience. Requires general knowledge and understanding in area of expertise and associated equipment, processes or systems.

Skills and Abilities:

• 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.
• Ability to quickly support emergent issues or address unexpected or undefined work requests in a fluid environment as new technologies and equipment upgrades are introduced.

Special Requirements:

• 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

PREFERRED QUALIFICATIONS:

• Active DOE or DOD Security Clearance

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to sit for part of the day. The employee is frequently required to stand, walk, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, and drive.
• The employee may frequently lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, depth perception and the ability to adjust focus. Manual dexterity abilities required performing calculations using computer or calculator.
• Must be capable of wearing standard personal protective equipment (hard hat, gloves, coveralls, safety glasses, hearing protection, and safety shoes) as needed.

WORKING ENVIRONMENT:

• Indoor tasks to be expected.
• Elevated noise levels possible.

North Wind offers a competitive pay and benefits package to include health, life, and disability insurance benefits, 401(k) with company match, generous paid leave and tuition reimbursement for eligible employees. As a company, we are committed to employee wellness, professional development, and work-life balance. We value safety, reliability, and commitment to our people! For more information about our benefits or hiring philosophy, visit the North Wind Career Opportunities Page.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The nature of those accommodations will be determined on a case-by-case basis.  If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact our Helpline +1.208.528.8718 or use the Request for Reasonable Accommodation form to get assistance.

North Wind is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, religion, or other legally protected status. All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability.

Proof of citizenship will be required as a condition of employment.

Candidates may be required to obtain and hold a Secret or Higher US Government Clearance.