Service Desk Technician AV/Conference Support

Technical Support Bethesda, Maryland


Service Desk Technician AV/Conference Support 
Location: Bethesda, MD
GRSi, the 2021 Maryland Tech Council Government Contractor of the Year, is experiencing industry-leading growth. We have been recognized by Inc. Magazine as one of the fastest-growing companies in the country for seven years and are led by Maryland's 2019 CEO of the Year. As part of our growth, we are searching for a Service Desk Technician AV/Conference Support. This position is based in Bethesda, MD.
Position Description:
The Service Desk Technician AV /Conference Support is responsible for delivering an exceptional video conference and technology meeting experience to all staffing levels. This role's primary focus is providing daily operational & technical support of meetings, including video conferences and virtual meetings via Zoom, Webex, and Teams.
Strong Customer Service, the ability to directly converse with all levels of the organization, and comfort with large audiences are essential to this position. As part of the Service Desk Side team, this role will respond to daily requests and meet support tickets via the ServiceNow ticketing system and email. Additionally, cross-training other Technicians on Conference Support to ensure adequate backup resource support from fellow team members.

- The Service Desk Technician AV/Conference Support will assist with conferences and meetings which sometimes exceed 500 attendees.
- Assist in internal and external meetings, including video conferencing calls setup, configuration, and optimization of each session.
- Work closely with internal and external customers to determine their needs, set up, and/or supervise the AV support during the events. Build customer relationships.
- Maintain conference room equipment – phone, computer, projection, television, audio, screen sharing systems, etc
Provide technical support for web/audio collaboration tools such as Zoom, Webex, Teams, Resource Scheduler, and Cisco Meeting Place.
- Partners with other workshop support teams to help support large workshops or conferences across the enterprise.
- Some experience in editing raw videos or Zoom recordings to enhance footage and meet customer requests.
- Collaborate with Service Desk Technicians to help cross-train to ensure backup support resources when hosting events is required from multiple users simultaneously.
- Develop and maintain Standard Operating Procedure documentation for Conference support function.
- Analytical approach to problem-solving and creative resolution skills.
- Strong communication skills and the ability to build relationships and collaborate with employees at all levels.
- Proactively reach out to meeting organizers to offer conference support services, schedule virtual and physical locations, confirm requirements, and assign resources.
- Provide onsite assistance to meeting attendees and internal staff in the operation of conference room equipment.
- Facilitate Web Meeting support via AgilQuest. 
- Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline.
- Establish productive working relationships and maintain professional, effective, and service-minded communications with teammates, customers, and users. 
- Contribute ideas in support of continuous improvement. 
- Other duties as assigned include and are not limited to assisting with operational tasks due to staffing levels. 
- Associate's degree in Computer Science or a relevant field, or an equivalent combination of education and professional experience, and appropriate technical certifications.
- One-year general experience
- Experience with enterprise-level ticketing systems such as ServiceNow, Remedy, etc., and remote support tools (Windows Remote Control, Bomgar).
- Adaptive, flexible, and resourceful in resolving issues and/or identifying workarounds on the spot.
- Experience facilitating question and answer sessions using remote tools such as Zoom and WebEx.
- Advanced proficiency using Microsoft Office tools – particularly PowerPoint, Excel, and ability to express complex concepts in a clear, easy-to-understand manner with various levels of users and in face-to-face interactions as well as in writing.
- Ability to obtain and maintain Public Trust. 
Desired Qualifications:
- Bachelor's degree from an accredited institute in a relevant discipline (information systems, computer science or engineering, etc). An additional four years of relevant technical experience may be substituted for a bachelor's degree.
- Three years of professional hands-on AV technical experience installing, configuring, using, and troubleshooting conference equipment and software, including Zoom, WebEx, Teams, VoIP phones, Barco ClickShare, Cisco VTC, and Crestron controllers.
- ITIL v3 Foundation certification and experience in an ITIL-driven environment.
- One or more HDI certifications: Customer Service Representative, Support Center Analyst, Desktop Support Technician, or Technical Support Professional. 
- One or more OS-related vendor certifications (Apple, Linux, Microsoft)
- One or more vendor-independent certifications such as those from CompTIA (A+, N+, Project+, Security+, etc.)
- Experience using ServiceNow for incident management, problem management, and request fulfillment
The Company:
Innovation, Collaboration, and Agility - at GRSi these aren't buzz words, they're our mantra.

GRSi is an ISO certified and CMMI/dev-ML3 rated professional services organization with expertise that covers all areas of information technology and professional engineering services -- from systems integration; Agile, Iterative and Waterfall software development; multi-tier infrastructure support; to full spectrum cyber security and enterprise systems support. Regardless of the program or the task, the excellence of GRSi is all about the people. Our greatest asset is our ability to attract and retain highly qualified professionals and our record growth this past year means new opportunities.
GRSi is an Equal Opportunity/Affirmative Action employer. Qualified applicants or employees will receive consideration for employment without regard to race, color, religion, ethnic or national origin, ancestry, age, sex, sexual orientation, gender identity, pregnancy (including childbirth or related condition) citizenship, familial status, mental or physical disability status, veteran status, genetic information, other non-disqualifying disability, or any other characteristic protected by law.
*2021 – Government Contractor of the Year, MD Tech Council, Multi-Year Top5 Tech Company*
*2020 – Inc. Magazine Fastest-Growing Companies, 6x Honoree*
*2020 – G2Xchange NXT UP Federal Emerging Technology and Consulting Firms*
*2019 – MD Tech Council CEO of the Year*
*ISO 9001:2015, 20000-1:2018 & 27001:2013 Certified / CMMI-ML3 Appraised* 

Requisition ID: 6840