Desktop Support Specialist @ Indianapolis, IN
7 days ago
Onsite Role
Virtual Interviews
Locals preferred
Position: Desktop Support Specialist
Location: Indianapolis, IN
Duration: 6 Months with EXT
Experience: 5+ years
Top Skills:
- Surface Hubs
- MTR devices
Job Description:
Support Responsibilities:
- Provide global support for Surface Hubs, MTR devices, and traditional AV hardware (Logitech, Crestron, AMX, Poly, etc.).
- Take ownership of incidents in the Modern Meetings team global queue.
- Ensure compliance with Service Level Agreements (SLAs) and update ticketing system (Service Now) incidents accordingly.
- Identify and follow up on device-related problems.
- Adhere to the documented escalation process.
- Maintain communication by providing updates to IT site service leaders.
- Utilize and support current and upcoming AV management tools, including XIO Cloud, MMR, and QSC Reflect.
- Provide necessary maintenance and support for devices and management tools.
- Engage in daily discussions with the global team to uphold a high level of service and support.
- Follow change management procedures diligently.
- Be prepared for potential travel to other sites worldwide if necessary.
Deployment / Project Responsibilities:
- Review new device firmware and Microsoft Teams features; communicate relevant information to the business as required.
- Conduct room surveys virtually for your region and physically for local offices, as needed.
- Take charge of new standard meeting room equipment installation projects.
- Perform requested new technology reviews and testing.
Desired Skills and Experience:
- Previous experience in first-line desktop support.
- Familiarity with Microsoft Surface Hubs.
- Prior experience with Microsoft Teams.
- Proficiency in delivering Collaboration, AV, and digital workplace technologies.
- Demonstrated ability to work independently, and manage self-set tasks and objectives.
- Skilled in both independent and team-based work environments.
- Capacity to challenge conventions and think creatively.
- Experience in installation and commissioning of MTR systems.
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