Job Description
Knowledge, Skillset, and Abilities (KSAs) –
- Schedule and set up conference room equipment for audio visual teleconferencing.
- Strong customer service and interpersonal communication skills.
- Schedules and manages video teleconference meetings in various rooms.
- Completes paperwork required to open and close classified conference rooms to maintain the integrity of each room.
- Work directly with customers via phone, email, chat sessions, remote connection, or in person.
- Provide resolutions to customer issues/requests.
- Properly escalate unresolved queries to the next level of support.
- Utilize service management tools to document work notes and updates.
- Follow up with customers, provide feedback and see problems/requests through to resolution.
- Maintain broad knowledge of company software/hardware and procedures, and policies such as IT, HR, finance, cyber security, and technical security that impact the user work environment.
- Apply technical expertise, product knowledge, and problem solving skills to drive the diagnosis and resolution of customer reported issues.
- Coach end users on tools and equipment usage.
- Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through course work, Internet research, contacting vendor support, and work experience.
- Ability to quickly support emergent issues or address unexpected or undefined work requests in a fluid environment as new technologies and equipment upgrades are introduced.
Essential Job Functions: Specific Requirements –
- Knowledge and experience in videoconferencing, mobile devices, telecommunications, and audio visual equipment.
- Experience troubleshooting and supporting Automated Information Systems (AIS) hardware and software.
- Ability to convey information accurately and effectively in both written and oral form.
- Effective time management skills to handle multiple incident tickets at once.
- Able to work technically demanding fast-paced environment.
- Able to able to concisely and accurately describe technical details to customers.
- Quick decision making when assessing a solution to a problem, that is creating a business or production delays.
- Well-developed IT troubleshooting skills and customer service.
Educational Requirements:
Level 1 – Associates with limited experience or high school diploma w/ 1 to 4 years experience. Level 2 – Bachelors degree with limited experience or Associates with 2 to 5 years, or high school with 6 to 8 years.
