RESPONSIBILITIES:
Kforce has a client that is seeking a Senior Desktop Support Technician in Madison, WI.
Duties:
* Respond to specific room alerts and outages from Microsoft Teams and Zoom admin systems; This includes contacting techs in other locations to make sure outages are being addressed
* Triage the MediaTech assignment group in ServiceNow (SNOW) for tickets related to conference room issues; Self-assign those related to conference room or reroute to other SNOW assignment groups at other office locations
* Test out large conference rooms that have meetings planned in them for that day or the next day; Info available in Teams group > Schedule > Onsite meeting.excel (or email notifications from reception)
* Sweep all remaining conference rooms to find outages that did not alert in TAC, Pro Portal, or Zoom Admin
* Provide meeting support for large events wherever possible
* When not working active issues, refer to tasks in Planner tool for additional work assignments; These tasks generally are ones worked on when high priority work is complete
* Update firmware and software based on guidance from CCT leads; Check rooms that have been updated (based on reliability of MS and hardware manufacturer updates)
* Maintain AV equipment stock and inform CCT leads of reorders needed
* With oversight from CCT leads, install new rooms and update existing rooms upon request; This could include coordinating with AV vendor to have them install if outside labor/expertise is required
* Creating and owning tickets with preferred AV support vendor for failed equipment that require RMAs, replacements, onsite/remote troubleshooting
* Coordinate recertification visits with AV vendor for high profile spaces with maintenance contracts
* Replace batteries in rooms where remotes or equipment uses them
* Return rooms to good working order if anything is out of place (tables, power strips, AV gear, etc.)
REQUIREMENTS:
* 5 years of hands-on technical support
* MS Teams/Zoom trouble shooting experience
* Ability to lift 75 pounds, use of ladders and other equipment
* Cable management techniques
* Ability to work on feet for longer periods of time
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.