Customer Support Analyst
Job Type: Contract (Corp to Corp/C2C or 1099)Responsibilities:
- Serve as the primary technical expert for all conference room and huddle space AV equipment, including projection systems, LCD monitors, and Polycom video/teleconferencing units.
- Manage the full lifecycle of AV equipment: coordinate installation, configuration, and repairs (both warranty and non-warranty).
- Perform routine maintenance and manage inventory for AV-related items, including replacement bulbs, loaner projectors, and mobile displays.
- Configure, maintain, and update wePresent wireless presentation devices, ensuring firmware and instructional guides are current.
- Train and support end-users on AV equipment usage; collaborate with the multi-media team to develop and maintain training materials and "how-to" videos.
- Act as the technical advisor for new AV equipment purchases and conference room renovation planning.
- Provide Tier 2 support for medium-to-high difficulty technical issues; perform advanced troubleshooting to determine and resolve root causes.
- Monitor the Service Desk queue and resolve support tickets efficiently, documenting all actions taken.
- Assist the Workstation Support Supervisor with troubleshooting specialized applications (e.g., Enterprise Electronic Document Management System (EEDMS), Primavera, various Engineering applications).
- Support standard workstation hardware, software, and peripherals (networked printers, USB devices), including PC replacements and imaging.
- Provide setup and support for mobile devices (iPhone and Android).
- Generate and maintain detailed technical documentation for systems and procedures.
- Participate in and coordinate IT projects, sharing information and receiving feedback from other OIT staff as appropriate.
- Assist with software inventory and licensing reports using tools like SCCM; research and evaluate new software solutions as requested.
- Provide advanced support and guidance to other Technicians as needed, particularly in AV systems.
- Bachelor’s Degree in Computer Science, Information Systems, or a related field; OR equivalent professional work experience.
- Advanced knowledge of Microsoft operating systems and the Microsoft Office suite (including Outlook) in a networked environment.
- Proven experience installing, configuring, and supporting professional AV equipment (e.g., projection systems, LCD displays, video conferencing units, wireless presentation devices).
- Advanced troubleshooting skills for a wide range of computer hardware, peripherals, and AV equipment.
- Strong understanding of computer hardware, software, and firmware within LAN/WAN environments.
- Excellent communication skills (verbal and written), with the ability to explain technical concepts to non-technical users.
- Strong organizational and time-management skills, with the ability to plan, track, and manage tasks effectively.
- Ability to read, understand, and comply with all department policies and procedures.
- Experience with Polycom video conferencing equipment.
- Experience with system management tools such as SCCM for reporting or software deployment.
- Experience supporting specialized engineering or document management software.
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