Technical Support Analyst

Will utilize a state vehicle when traveling to offices outside of the Augusta area. Will utilize personal vehicle when traveling between offices in the Augusta area. (Mileage will be reimbursed when they utilize their personal vehicle when traveling between offices).

Work Schedule: Monday through Friday, 7:00am to 4:00pm or 8:00am to 5:00pm

Top 3 Skills:

Technical writing and documentation experience

Experience with Lenovo ThinkSmart products and/or Logitech systems

Experience with Microsoft products such as MS Teams and Excel

Experience with audio/visual conferencing systems

Job Description:

Create a complete inventory of all A/V conferencing systems supported by OIT

Create a set of documentation for every type/category A/V conferencing system.

Site survey, assessment, product selection, and purchasing.

Installation and deployment, including inventory and account setup tasks.

Technician-centric documentation for support and troubleshooting.

Self-service instructions for use and basic troubleshooting.

Replacement/refresh of existing systems.

Decommissioning, including inventory and account deletion tasks.

Create a process for periodic quote/price updates for all standard offerings.

Work with management to create a service catalog for A/V Conferencing.

SharePoint page with standard offerings for various room sizes, use-cases, and optional add-ons.

Support rates for each type/size of room.

Work with CTS to update the A/V service offerings in Assyst, creating any new ones as necessary.

Skills and Abilities:

Organization

Time management and scheduling

Microsoft Excel

Clean driving record

Generate technical documentation

Generate customer-friendly self-service documentation

Customer service

Knowledge:

Lenovo ThinkSmart products

Lenovo ThinkSmart management portal

Logitech Rally ecosystem

Logitech Sync management portal

Microsoft Teams Rooms management infrastructure

Zoom Meetings management infrastructure

A/V conferencing systems