Audio-Visual Support Technician

2 weeks ago

Oak Ridge, Tennessee, United States Northwind Group Full time

Job Title: Technical Support Specialist (NWS CS0003)

North Wind Services is on the lookout for dedicated professionals who can enhance national security through expertise in science, technology, and engineering. As part of our supplemental labor team, you will support essential federal research and development initiatives. NWS has a proven track record of aiding our clients in achieving their objectives. Opportunities range from administrative roles to advanced technical positions.

To qualify, applicants must be U.S. citizens, at least 18 years old, and able to fulfill pre-employment requirements, including necessary physical examinations, drug screenings, and background checks for security clearance.

Successful candidates will be employed by NWS, a leading government contractor focused on hiring motivated and qualified individuals who can further the missions of key facilities. While employed by NWS, you will receive daily guidance from technical staff directly associated with the research laboratories. NWS manages all aspects of pay, benefits, and human resources.

We are currently seeking a Technical Support Specialist in Oak Ridge, TN, responsible for diagnosing and resolving audio-visual and telecommunication issues. The ideal candidate will engage with clients through various communication channels, demonstrating strong customer service abilities and effectively addressing inquiries and concerns.

Key Responsibilities

  • Set up and manage conference room equipment for audio-visual teleconferencing.
  • Exhibit exceptional customer service and interpersonal communication skills.
  • Organize and oversee video teleconference meetings across multiple rooms.
  • Complete necessary documentation for classified conference rooms to ensure their security.
  • Interact directly with clients via phone, email, chat, or in-person meetings.
  • Provide solutions to client issues and requests.
  • Escalate unresolved problems to higher levels of support when necessary.
  • Utilize service management tools to record work notes and updates.
  • Follow up with clients, offering feedback and ensuring issues are resolved.
  • Maintain a comprehensive understanding of company software, hardware, and relevant policies.
  • Apply technical knowledge and problem-solving skills to effectively address customer-reported issues.
  • Guide users on the proper use of tools and equipment.
  • Troubleshoot and resolve software, hardware, and connectivity issues using acquired technical knowledge.
  • Adapt quickly to support urgent issues or unexpected requests in a dynamic environment.

Essential Skills and Qualifications

  • Proficient in videoconferencing, mobile devices, telecommunications, and audio-visual technology.
  • Experience in troubleshooting and supporting Automated Information Systems (AIS).
  • Ability to communicate technical information clearly in both written and verbal formats.
  • Strong time management skills to handle multiple incidents simultaneously.
  • Capability to thrive in a fast-paced, technically demanding environment.
  • Ability to convey technical details accurately to clients.
  • Quick decision-making skills to resolve issues causing business delays.
  • Well-developed IT troubleshooting and customer service skills.

Special Requirements

  • Pre-Placement Medical Exam: A job-related pre-placement medical examination may be required.
  • Pre-employment Drug Test: Selected external applicants will need to pass a post-offer, pre-employment drug test.

North Wind offers a competitive compensation and benefits package, including health, life, and disability insurance, a 401(k) plan with company matching, generous paid leave, and tuition reimbursement for eligible employees. We are committed to employee wellness, professional growth, and maintaining a healthy work-life balance. For more information about our benefits or hiring philosophy, please visit the North Wind Career Opportunities Page.

We are an Equal Employment Opportunity (EEO) employer and welcome all qualified applicants. All candidates will receive fair consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or any other legally protected status.

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