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Executive Video Conferencing Support Specialist
2 months ago
Overview:
This role is designed for a skilled technician within the VIP Desktop Support team, tasked with collaborating with both design teams and service desk personnel to deliver assistance for essential infrastructure and desktop technologies that are standard in the operational environment.
Key Responsibilities:
- Provide primary desktop support for Windows Operating Systems, Mobile Device Management frameworks, Video Conferencing systems, and IT-to-IT assistance for all Workforce Enablement products.
- Ensure uniform processes, procedures, and technologies are applied throughout the enterprise environment.
- Adhere to guidance from team leads and managers across various products and service towers.
- Record recurring issues in the Knowledge Base.
- Maintain detailed documentation of case statuses and tasks completed in the ITSM system.
- Follow the critical incident management protocols.
- Deliver high-level technical support for executive management and significant events.
- Comply with safety protocols and participate in regular safety and compliance training.
- Bachelor’s degree in IT or Computer Science is preferred.
- Self-motivated and accountable in a dynamic, independent work environment.
- Ability to approach technical challenges creatively and methodically.
- Strong interpersonal, customer service, and conflict resolution abilities.
- Willingness to learn and adapt to the organizational culture.
- Technologies - A minimum of 5 years of combined experience with proficiency in the following technologies:
- Mobile Device Management and Mobile Web Applications, including iOS.
- Advanced troubleshooting of Windows 10 Operating System; adept in using Windows registry.
- Advanced troubleshooting of Microsoft Office 365.
- Hardware troubleshooting with the capability to distinguish between hardware and software issues.
- General knowledge and troubleshooting skills for Mac systems.
- Basic understanding of Networking principles.
- Familiarity with Microsoft Intune.
- Printer support.
- Teams Video Conferencing system support.
- Understanding and troubleshooting of Azure MFA.
- Desktop imaging techniques.
- Experience with desktop and notebook hardware, operating systems, and software.
- Proficient in writing business requirements, process flows, functional and technical specifications, test scripts, and end-user documentation.
- Analytical & Problem-Solving Skills - Proven analytical and problem-solving capabilities; able to assess situations, create mental models of complex issues, and propose effective solutions. Ability to articulate a compelling business case for IT through a strong understanding of business drivers and opportunities.
- Teamwork/Interpersonal Skills - Ability to lead through influence and collaborate with geographically dispersed colleagues; build consensus using appropriate methods. Demonstrates an inclusive, collaborative approach to ensure results are achieved and supported. Strong facilitation skills and ability to engage with various support functions and regional offices.
- Business Knowledge - Experience in one or more IT delivery teams. Awareness of operational environments and cultures outside the US. Understands how business strategies, plans, and regional IT needs differ and the impact on service delivery globally, regionally, and locally.
- Microsoft Certified Professional
- Microsoft Certified Technology Specialist
Relocation will not be considered.
