Network Support Engineer

Under the supervision of the Help Desk Manager, the Network Support Specialist is responsible for the administration of the Conference Center/Audio Visual Systems as well as providing onsite and remote site end-user desktop support. Knowledge of audio and video conferencing systems is essential. The position requires an individual that is extremely organized, detail oriented, and who is able to multi task. The ideal candidate is a quick learner with a thirst for knowledge. Our hands on job training will prepare the individual to succeed in our fast paced, challenging environment. The Network Support Specialist is responsible for providing technical assistance and support related to computer systems, hardware, and software. Responds to queries, isolates problem, and determines and implements solution. The Network Support Specialist must effectively question users to understand the problem they are experiencing and then lead users through established workflows to identify, isolate, and resolve the source of the problem. The position is highly integrated with other Technical Support staff members to ensure standards, security, and policy compliance within the network infrastructure and enterprise.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Adheres and maintains a positive working relationship with all the enterprise departments including affiliated agencies to optimize working relationships and communication while performing at or above the enterprise evaluation standards established within the ISS department. Provides audio and video user support for our conference center and individual web conferences. Schedules and places audio/video conferencing equipment (speaker phones, web cams etc.). Provides user training for special features as needed. Maintain physical security of the audio video equipment. Documents technical procedures and keeps operating manuals current.
• Interact with end-users via telephone, e-mail, etc. to identify, develop and initiate resolutions to client problems and concerns associated with computer hardware, software, and operating systems. Follow-up with the end-user is paramount. Prioritize problems and complaints. Utilize all technical resources to solve end-user problems. Follow established workflows to escalate unresolved calls to appropriate staff.
• Fulfills department requirements in terms of providing work coverage and administrative notification during periods of personnel illness, vacation or education.
• Directly supports JUF campaign integration on an ongoing basis in addition to mandatory campaign-related activities.

REQUIREMENTS:

• BS or BA degree in computer science, business administration or related field is preferred or equivalent work experience.
• 3 years’ experience in a technical support or data center environment is preferred.
• Excellent interpersonal, organizational, detail-oriented skills with good written and verbal communication skills.
• A working knowledge of Creston, Apple devices, Shure Digital Wireless Receiver, Polycom Conference Bridge, Samsung, Listen, TOA, Infrared equipment, Extron products, Video distribution systems, Plasma, LCD, LED, Projection systems.
• A firm understanding of interconnecting and operation of audio/video system devices.
• The ability to work with staff at all levels and maintain confidential information.
• Ability and desire to progress with advancements in A/V technology.
• Experience with the Microsoft Suite of Products (Windows 7, Office 2010-13).
• Experience with handheld devices (IOS, Android).
• Experience with MAC.
• Experience with printers (Ricoh, HP).
• Able to work fluctuating hours when necessary.