Information Technology Administrator

Job Title: Onsite Conferencing Concierge

Pay Range: $25-27/hr

Duration: 6 months contract

Schedule: Mon-Fri 7am-4pm, must be flexible for evening and weekend needs

Equipment: Using their own or supplier-owned PC/MAC with Virtual Desktop

Location: Fully in office, please see breakdown below.

Location

Charlotte, NC 28203

Mart Plaza, Chicago, IL

Chicago River Point, Chicago, IL

Northbrook, IL 60062

Coppell, TX

Below are the locations where we want to staff the conferencing concierge role.

The Chicago Merchandise Mart and Chicago River Point are buildings that are 2 blocks from each other and our expectation is 1 person can cover both locations and will be expected to walk between them as needed. Chicago River Point is the primary and more important location between these 2.

River Point is our executive location where our CEO and Senior Leadership are housed.

The person working in this location must be able to interact with the C-Suite.

Summary

The Onsite Conferencing Concierge serves as the frontline ambassador for collaboration technology, combining technical expertise with a service-first mindset to deliver seamless, frictionless meeting experiences across the enterprise.

Job Title:

Onsite Conferencing Concierge (Collaboration Service Engineer)

Position Summary

The Onsite Conferencing Concierge is a highly visible, customer-focused role responsible for ensuring seamless, frictionless meeting experiences within high-traffic office locations (PODs).

This role blends technical expertise with white-glove service, providing proactive room readiness, real-time meeting support, and hands-on issue resolution to protect critical business and executive interactions.

The Concierge serves as both a local collaboration expert and a remote support extension, helping users across locations troubleshoot conferencing challenges and adopt best practices across MS Teams Rooms and related technologies.

Key Responsibilities

Daily Operations & Room Readiness

Conduct early-morning room readiness checks prior to the first scheduled meetings to proactively identify and resolve

Validate functionality of audio, video, displays, room controls, and connectivity

Perform checklist-driven inspections to ensure consistent quality and reliability across all rooms

Live Meeting Support

Provide rapid, in-room response during live meetings and high-visibility events to prevent or resolve disruptions

Support executives and critical business meetings with a high-touch, white-glove approach

Troubleshoot issues related to:

Audio quality and tuning

Video/camera framing and alignment

Content sharing and proximity join

Device pairing and connectivity

Technical Operations & Maintenance

Assist Conferencing, Collaboration & Content Product Team with maintenance of firmware, software, and Teams application currency across conferencing systems

Identify recurring issues and coordinate remediation with vendors and engineering teams

Own and track post-installation punch list items and ensure completion

User Engagement & Enablement

Provide in-the-moment coaching and support to meeting participants

Deliver lightweight training on:

Casting and wireless sharing

Teams meeting controls and features

Room best practices and etiquette

Maintain a visible and approachable presence to encourage early issue reporting

Cross-Site Support & Remote Assistance

Provide remote troubleshooting support for other office locations and users as needed

Assist service desk and engineering teams in diagnosing complex conferencing issues

Share knowledge, trends, and recurring issues to improve enterprise-wide collaboration experiences

Metrics & Continuous Improvement

Contribute to and improve key service metrics, including:

Room readiness rates

Mean time to resolution (MTTR)

Incident volume trends

Proactive vs. reactive fix ratios

Identify opportunities to reduce friction and improve the end-user experience

Required Skills & Qualifications

Experience supporting enterprise conferencing platforms (e.g., MS Teams Rooms)

Strong troubleshooting skills across AV, networking, and endpoint technologies

Ability to diagnose and resolve issues requiring physical, in-room intervention

Familiarity with:

Audio/video systems and room acoustics

Device firmware/software lifecycle management

Collaboration platform features and integrations

Ability to work independently in a fast-paced, high-visibility environment

Preferred Qualifications

Experience supporting executive environments or high-profile meeting spaces

Knowledge of AV hardware vendors (e.g., Logitech, Neat, Poly)

Experience working with service management tools and ticketing systems

Exposure to enterprise collaboration governance, policies, and user adoption initiatives

Behavioral & Personality Attributes

This role is intentionally designed as a**“Concierge” experience**, requiring a unique blend of technical capability and human-centered service.

The ideal candidate will demonstrate:

Empathy and patience

Understands user stress during meeting disruptions and responds calmly and supportively

Encouraging and approachable demeanor

Creates a welcoming environment that encourages users to ask for help early

Customer-first mindset

Focuses on ensuring meetings proceed smoothly, regardless of underlying technical complexity

Strong communication skills

Explains technical issues in a clear, non-technical way

Proactive and anticipatory thinking

Identifies and resolves issues before they impact users

Confidence under pressure

Performs effectively during high-visibility or executive meetings

Work Environment & Expectations

Primarily onsite in high-traffic office POD locations

Early start times may be required to support pre-meeting readiness (e.g., before business hours)

Active movement between conference rooms and collaboration spaces throughout the day

Occasional support during peak events or extended hours for critical meetings

Role Impact

This role is critical to:

Ensuring reliable, high-quality meeting experiences

Reducing disruptions that cannot be detected or resolved remotely

Supporting executive engagement and business continuity

Improving user confidence and adoption of collaboration technologies