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Audio Visual and Conferencing Support Technician

Bethesda, MD

@Orchard LLC is searching for a Desktop Support Technician to provide leading-edge desktop solutions to world-renowned healthcare and research organizations in the Washington, DC metro area and around the world. This position is based in Bethesda, MD.

Responsibilities

This role provides support for the operation, maintenance, and end-user support services for conference rooms and collaboration technologies across seven (7) rooms, including five (5) huddle rooms and two (2) conference rooms (resource and/or divisible configurations). Additional white-glove support for Top 5 Executives may be required.

Supported systems include Microsoft Teams Room (MTR) solutions and integrated AV environments consisting of displays, Logitech Rallybar (or equivalent), touch panels, cameras, ceiling-mounted microphones and speakers, AV bridges, codecs/switchers, digital sound processors, amplifiers, and associated rack-mounted equipment.

Support includes:

• Day-to-day operations and maintenance of A/V equipment, systems, and associated technologies
• Perform troubleshooting, reconfiguration, and necessary programming of existing AV equipment to ensure functionality
• Ensure meeting readiness during core support hours
• Onsite and remote support for MTR systems and associated peripherals
• Support for hybrid meetings (audio, video, and content sharing)
• Basic configuration and coordination of AV and rack-based systems
• Coordination with vendors, OEMs, and internal service providers for escalation and repair
• Meeting and event support, including setup and real-time troubleshooting
• Development and maintenance of SOPs and documentation
• Tracking and reporting of issues in alignment with Service Desk SLAs
• Responds to customers via phone, in person, and through remote support channels.
• Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
• Records all activities within the client central ticket tracking system (ServiceNow) and documents cases thoroughly and accurately in real time, per service standards.
• Document problem resolutions as knowledge records in the IT Knowledge Base.
• Follows quality control workflow to ensure proper documentation and quality of case handling.
• Must coordinate with communications channels during major incidents and record problem investigations in the central ticketing system in a timely fashion.
• Deliverables include monthly reporting, SOP documentation, and inventory/status tracking of AV assets.

Qualifications

• Three (3) years’ experience solving technical problems using analytical approaches
• Bachelor's degree in Computer Science or a relevant field, or an equivalent combination of education and professional experience, and appropriate technical certifications
• One or more years of experience supporting audio-visual systems and conferencing technologies
• Ability to gain and/or maintain a Public Trust clearance
• Excellent written and oral communications, and strong customer service orientation

Preferred Qualifications

• Excellent ServiceNow skills
• Previous experience providing help desk support within NIH
• General experience includes increasing responsibilities in information technology service management
• Knowledge of current Windows and Apple Macintosh operating systems.

Compensation: Compensation ranges are determined by several factors, including skill set, experience, licensure, certifications, and location. The anticipated range for a base salary for this role is between $75K and $80K. There may be some flexibility for exceptionally qualified individuals.

Established in 2010, @Orchard LLC has an exceptional reputation, providing staffing solutions to time-sensitive, talent-scarcity issues to deliver better talent management ROI.  Our specialty lies in the critical area of program talent acquisition and resource management, not in one narrow skillset, but across many areas of technical and functional delivery. To learn more about our other exciting opportunities, visit our Jobs Page at www.atOrchard.com.