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IT Support Specialist

2 months ago

Washington, United States Insight Global Full time

Job Summary:

This position will assist the client's end users onsite and remotely on a variety of desktop and user issues, providing technical support to staff and/or visitors for conference rooms.

The Desktop Support Specialist will identify, research, and resolve technical problems. This position requires a combination of good verbal communication and technical skills.

Key Responsibilities:

  • Audiovisual and Videoconferencing Support: Oversees testing, maintenance, asset management, operation of audiovisual (AV) and videoconference (VTC) equipment, including microphones, video cameras, audio systems, and integrated AV systems.
  • IT Support: Performs IT-related setup, support, and breakdown for on-site meetings.
  • Troubleshooting: Troubleshoots audiovisual and videoconferencing related technology and follows through on escalation of issues.
  • User Education: Provides consultation and education to all levels of end users on presentation technologies.
  • User Training: Performs biweekly/monthly user training.
  • Preventive Maintenance: Performs regular preventive maintenance checks to maintain conference room integrity.
  • Issue Escalation: Escalates housekeeping and technical issues outside of AV and conferencing technology and applications to the vendor.
  • Process Management: Maintains the process used to create trouble tickets, customer issue resolution logs, and asset management.
  • Customer Support: Responds to escalated tickets, provides solutions for reported customer problems, and prioritizes and manages ticket queue.
  • On-Site Support: Supports in-office walk-ups and remote assistance while providing a great customer experience.
  • Hardware and Software Support: Identifies, troubleshoots, and resolves hardware and software problems and provides employee training.
  • Desktop Equipment Support: Desktop equipment moves, adds, and changes.
  • Timely Response: Responds in a timely manner to service issues and requests.
  • Ticketing System: Utilizes a ticketing system to log, track, and document incidents to ensure customer problems are resolved to customer satisfaction.
  • Project Support: Handles projects assigned by management.
  • Independent Work: Works independently on day-to-day operations.
  • Special Events: Supports special events at remote locations as needed.
  • Additional Responsibilities: Performs related work as assigned.

Requirements:

  • Education: High school diploma plus 6 years of experience in IT desktop support and AV equipment support.
  • Skills: Excellent hands-on and remote customer service skills, ability to work independently and within a team environment, strong interpersonal and communication skills, strong work ethic, and positive attitude.
  • Technical Skills: Active Directory, Microsoft Windows 10, Microsoft O365, and Google suite.
  • Availability: Must be able to work on site and be able to work a flexible schedule as assigned, occasional weekend work.