Meeting Technology Specialist (Audio and Visual) - The Task Force for Global Health

University Of Oxford - Decatur, GA

Full-time

Remote - Decatur, GA

Publishing Industries

About the position

The Meeting Technology Specialist at the Task Force for Global Health is responsible for ensuring a seamless video conferencing and meeting experience for all employees. This role focuses on providing operational and technical support for meetings, including video conferences via platforms like Zoom and RingCentral. The specialist collaborates with the Help Desk to address support tickets and user requests, while also developing training materials and documentation to enhance user experience with meeting technologies.

Responsibilities

• Provides daily operational and technical support of meetings, including video conferences and virtual meetings via RingCentral and Zoom.
• Performs application support responsibilities.
• Collaborates with the Help Desk to respond to daily requests, break/fix and meeting support tickets via TFGH's internal FreshService ticketing system and email.
• Collects requirements from Task Force programs/users and configures unified communications systems based on users' requirements.
• Researches, documents, and implements trends/best practices in unified communications and virtual event/conferencing systems.
• Serves as the unified communications and conference system administrator.
• Creates conference room user guides, video tutorials, and room technology specifications documentation for both technical and non-technical users.
• Conducts unified communications and virtual event platforms training sessions to new and existing users.
• Provides assistance (onsite, remote) and coordination of meetings including video conferencing calls setup, configuration, and optimization.
• Provides technical support for web/audio collaboration tools such as RingCentral, Zoom, and Google Meet.
• Accurately documents instances of hardware failure, repair, installation, upgrade, and equipment removal in the ticketing system.
• Acts as the first point of escalation/contact to the IT support staff to provide technical guidance and immediate onsite support.
• Works with teams and/or individual staff involving the integration of multimedia technology into Google Workspace applications.
• Collaborates with other IT staff to help cross-train to ensure back-up support resources when competing onsite support requirements are required at multiple locations.
• Develops and maintains standard operating procedure (SOP) documentation for meeting support functions.
• Analyzes customer requests and determines best courses of action, resolves issues, answers questions efficiently, and improves IT applications and services processes.
• Coordinates tasks to facilitate current state analysis, future state design, requirements definition, and logical design sessions for workgroups.
• Provides support to organization-wide standard applications.
• Develops, writes, produces, and maintains instruction documents, videos, and web-based guides to promote user self-service.
• Provides on-call and after-hours support for emergency situations and application problems affecting a large number of users.
• Collaborates with IT business analyst and other application support staff to design, configure, implement, maintain, and support applications.
• Collaborates with IT help desk team on IT projects; learns TFGH's methodologies for project management.
• Works with all areas of Information Systems to improve processes, communication, and support.
• Collaborates with management to develop meeting technology strategies to support the needs of the organization.
• Participates fully as a member of the Task Force for Global Health by contributing, assisting and participating in projects, activities, and initiatives as requested by management.

Requirements

• Three years of meeting support experience OR a bachelor's degree in information technology area and one year of meeting support experience.
• Strong customer service skills and ability to communicate effectively with all levels of the organization.

Nice-to-haves

• Three or more years of meeting support experience.
• Professional knowledge about meeting technology trends.
• Motivated to learn and implement solutions to help customers work more efficiently.
• A/V Experience.