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Audio-Visual Support Technician

2 months ago

Oak Ridge, Tennessee, United States Northwind Group Full time

Job Title: Technical Support Specialist (NWS CS0003)

North Wind Services is seeking dedicated professionals who can enhance national security through their expertise in science, technology, and engineering as part of our supplemental labor team at critical federal research and development facilities. NWS has a proven track record of supporting the success of its clients' missions. Employment opportunities may vary from administrative and logistical roles to advanced technical positions.

Applicants must be U.S. citizens, at least 18 years old, and meet pre-employment requirements, including necessary physical examinations, drug screenings, and background checks to fulfill clearance obligations.

Successful candidates will be employed by NWS, a leading government contractor committed to hiring highly motivated and qualified personnel to advance the missions of various federal facilities. Although employed by NWS, employees will receive daily guidance from technical staff directly associated with the research laboratories. Compensation, benefits, and human resource functions are managed by NWS.

North Wind Services has an opening for a Technical Support Specialist to provide troubleshooting and resolution for audio-visual and telecommunication software, hardware, or connectivity issues using technical expertise. The successful candidate will engage with customers directly through various communication channels. Strong customer service skills are essential for delivering effective solutions to customer inquiries.

Key Responsibilities

  • Arrange and prepare conference room equipment for audio-visual teleconferencing.
  • Exhibit strong customer service and interpersonal communication abilities.
  • Coordinate and oversee video teleconference meetings across multiple rooms.
  • Complete necessary documentation to maintain the security of classified conference rooms.
  • Interact directly with customers through phone, email, chat, remote access, or in-person support.
  • Provide effective resolutions to customer inquiries and issues.
  • Escalate unresolved issues to higher levels of support as needed.
  • Utilize service management tools to log work notes and updates.
  • Follow up with customers, offering feedback and ensuring issues are resolved.
  • Maintain comprehensive knowledge of company software, hardware, and relevant policies affecting the user environment.
  • Apply technical skills and product knowledge to diagnose and resolve customer-reported issues.
  • Guide end users on the proper use of tools and equipment.
  • Troubleshoot and resolve software, hardware, and connectivity challenges using technical knowledge acquired through education, research, vendor support, and experience.
  • Adapt quickly to support urgent issues or unexpected requests in a dynamic environment as new technologies and upgrades are introduced.

Essential Skills and Qualifications

  • Knowledge and experience with videoconferencing, mobile devices, telecommunications, and audio-visual systems.
  • Experience in troubleshooting and supporting Automated Information Systems (AIS) hardware and software.
  • Ability to communicate information clearly and effectively in both written and verbal formats.
  • Strong time management skills to handle multiple incident tickets simultaneously.
  • Capacity to thrive in a technically demanding, fast-paced environment.
  • Ability to convey technical details accurately and concisely to customers.
  • Quick decision-making skills to address solutions for 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 be required 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 work-life balance. We prioritize safety, reliability, and dedication to our workforce. For more information about our benefits or hiring philosophy, please visit the North Wind Career Opportunities Page.

Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform essential job functions. The nature of accommodations will be determined on a case-by-case basis. If you are an individual with a disability and require assistance with the application process, please contact our Helpline for support.

North Wind is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. All applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.