Address
Form of workKeenLogic is seeking an AV Tech/Desktop Supportto join our team at the United States Agency for International Development. Candidates must be willing to work onsite. This is a full-time position offering full health benefits, PTO, 401k, and monthly reimbursement for travel.
Background:
The candidate will assist end users onsite and remote on a variety of desktop and user issues and providing technical support to staff and/or visitors for conference rooms. The candidate will also identify, research, and resolve technical problems. This position requires a combination of excellent verbal communication and technical skills.
Background:
The candidate will assist end users onsite and remote on a variety of desktop and user issues and providing technical support to staff and/or visitors for conference rooms. The candidate will also identify, research, and resolve technical problems. This position requires a combination of excellent verbal communication and technical skills.
Qualifications:
- Must be a U.S. Citizen
- Active Secret Clearance
- HighSchoolDiploma
- 6+yearsof experienceasanAVTech/Desktop Support
Job Duties:
- Oversee testing, maintenance, asset management, operation of audiovisual (AV) and videoconference (VTC) equipment including (microphones, video cameras, audio systems, and operation of integrated AV systems)
- Perform IT-related setup, support, and breakdown for on-site meetings
- Troubleshoot audiovisual and videoconferencing-related technology and follow through on escalation of issues
- Provide consultation and education to all levels of end users on presentation technologies
- Perform biweekly/monthly user training,
- Perform regular preventive maintenance checks to maintain conference room integrity
- Escalate housekeeping and technical issues outside of AV and conferencing technology and applications to the vendor
- Maintain the process used to create trouble tickets, customer issue resolution logs, and asset management
- Respond to escalated tickets, provide solutions for reported customer problems, and prioritize and manage ticket queue
- Support in-office walk-ups and remote assistance while providing a great customer experience
- Identify, troubleshoot, and resolve hardware and software problems and provide employee training
- Desktop equipment moves, adds, and changes
- Responding promptly to service issues and requests
- Utilize a ticketing system to log, track, and document incidents to ensure customer problems are resolved to customer satisfaction
- Handle projects assigned by management
- Work independently on day-to-day operations
- Support special events at remote locations as needed
Required Skills:
- Excellent hands-on and remote customer service skills
- Ability to work independently and within a team environment
- Ability to prioritize and address multiple tasks and projects in a dynamic work environment
- Strong interpersonal and communication skills, strong work ethic and positive attitude.
- Experience with Active Directory, Microsoft Windows 10, Microsoft O365 and Google suite
