Edgewater Federal Solutions, Inc. · 9 hours ago
Audio and Visual Technical Support Specialist
Oak Ridge, TN, US
Full-time
Onsite
Entry, Mid Level
1+ years expEdgewater Federal Solutions is a government contracting firm seeking an Audio and Visual Technical Support Specialist to support a major Department of Energy complex. The role involves scheduling and managing video teleconference meetings, troubleshooting technical issues, and providing customer support in a fast-paced environment.
Information TechnologyProfessional ServicesInformation Services
Responsibilities
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
Quickly support emergent issues or address unexpected or undefined work requests in a fluid environment as new technologies and equipment upgrades are introduced
Qualification
Required
High School diploma and 1-4 years of experience for level 1; Associate's degree and 2-5 years of experience for level 2
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
Company
Edgewater Federal Solutions, Inc.
Edgewater Federal Solutions was founded in 2002 with the mission of being the best IT consulting company possible for our government clients, our contracting partners and our employees.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Tom Ferrando
CEO
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