Video Teleconferencing Technician

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

FULL TIME REGULAR Technical Washington, DC, US

Salary Range: $65,000.00 To $75,000.00 Annually

For over 40 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.

Yorktel is currently seeking a Video Teleconferencing Technician who will be based on-site at the customer location and will look after conference technology to ensure it is in proper working order. The Tech will also facilitate Zoom Video and Unified Communications (UC) meetings and events. The Tech will interface directly with the customer to ensure complete user satisfaction.

This position will report to the Site Lead – Collaboration Specialist, who reports up to the Customer Success Manager and be based at the customer’s location in Washington, DC. This person will interface with the customer directly to perform their role as well as with Yorktel internal departments for support as needed.

• Influence internal and external resources to achieve desirable outcomes for customers.
• Regularly communicate complex VTC (Video Teleconferencing) concerns and solutions.
• Handle and protect confidential information as needed.
• Maintain flexibility in work schedules to meet customer business needs.
• Act as a service advocate for video collaboration rooms/systems.
• Assist with video booking and connections.
• Adhere to all client and Yorktel procedures and policies.
• Create and maintain Standard Operating Procedures (SOPs) and run books for job functions.
• Perform scheduled checks on all conference rooms.
• Coordinate with users to configure VTC systems for optimal performance, including audio, visual, content sharing, and recording.
• Collaborate with the onsite team to create and maintain user documentation and quick reference guides (QRG) for A/V technology.
• Provide client training on collaboration technology.
• Troubleshoot conference spaces and related technology.
• Escalate facilities and non-related issues to the customer and/or responsible providers.
• Provide hands-on and white glove support as needed.
• Own incidents and facilitate resolution.
• Train new team members with the onsite team.
• Resolve Level 1 and Level 2 support issues and assist with diagnosing and resolving higher-level issues.
• Have a solid understanding of video teleconferencing technology and its use.
• Meet with executives and professionals to gather requirements and use cases for meetings and live events.
• Support both onsite and offsite events and meetings with a focus on video teleconferencing.
• Act as technical support for events in all customer venues.
• Create, maintain, and catalog technical system documentation.
• Support system upgrades and perform associated testing across the audiovisual estate.
• Ensure the safe storage and integrity of data.
• Maintain an inventory of equipment.
• Provide technical assistance and training for AV systems to end users.
• Provide advanced Tier 2 desk side and remote support for end-user systems and peripherals.
• Diagnoses and resolves issues related to Windows OS, network connectivity, AVD performance, SCCM client health, Bit Locker recovery, KVM switch functionality, and Intune-managed.
• Performs system imaging, patching, and configuration management via SCCM and Intune.
• Manages user accounts, permissions, and group policies in Active Directory and Microsoft 365 environments.
• Collaborates with Tier 3 and Infrastructure teams for escalation support.
• Perform other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• None

• Influence internal and external resources to achieve desirable outcomes for customers.
• Make recommendations to internal teams and customers to address issues, shortcomings, and requests.
• Regularly…