Background/IRC Summary: The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. At work in over 40 countries and 22 US cities. The Information Technology department supports the organization’s work by providing reliable and scalable application development and infrastructure for the IRC’s offices in the US and around the world, including many technologically challenging locations.
Job Overview/Summary: The Associate, AV/IT Support is a designated technical point of contact for services acting as an extension to the customer’s internal IT organization. The Associate, AV/IT Support serves as a technical liaison between the Service Delivery teams for all maintenance, managed services and general activities and is responsible for setting up, installing, operating, testing, and troubleshooting audio and video equipment. The Associate, AV/IT Support advises and assists in resolving issues that arise and must be technically qualified having met the minimum technical certifications, experience and time-on-job requirements. The Associate, AV/IT Support will maintain subject matter expertise on their assigned systems and will use enhanced toolsets and services to help provide proactive support. The Associate, AV/IT Support will manage and maintain all customers-specific support documentation including support plans and facilitate knowledge transfer across the service organizations as it relates.
Primary Responsibilities:
- Ensures that incidents, requests and complaints are handled according to agreed procedures to meet business needs and provides day-to-day supervision of open service issues to improve the overall customer support of the Helpdesk are continually carried through
- Responsible for the set up and installation of equipment such as microphones, sound speakers, video screens, projectors, video monitors, recording equipment, connecting wires and cables, sound and mixing boards for events and functions such as meetings and conventions, presentations, and all staff conferences.
- Ensures AV equipment is installed according to designated layout.
- Responsible for sending in equipment for repairs as needed.
- Interfaces closely with Helpdesk Team Leads (TL’s) to ensure service issues are being worked within SLA’s, facilitating escalations as required
- Assists in the development of documentation for the following knowledge areas: Audio – Video/Video Conferencing Systems
- Serve as on-sight A/V support for events that take place such as Senior Leadership Meetings
- Assist with room setups and teardowns, as necessary
- Inspect conference rooms for damage, cleanliness, and document issues to be addressed daily.
- Provides staff support for administrative tasks and projects relative to the desktop, Wide Area Network, Local Area Network and Telephone functions
- Keeps management informed of trends, significant problems, and expected delays
- Acts as 3rd-party support escalation to support the customer on related 3rd-party agreements
- Acts as escalation for critical/major outages (Critical Case Management)
- Takes an active role in regularly scheduled meetings, documenting IT problems and support changes and ensures that all systems analysts are informed
- Flexible hours for availability (including evenings and weekends) when the building is open
Secondary Responsibilities:
- Serves as subject matter expert for LifeSize video conferencing, Skype and other AV systems
- Dedicated support for Lifesize in the following locations: New York HQ, IRC London, IRC i-Hub Nairobi, Brussels and DC
- Provide basic instruction on the operation of A/V equipment to IRC employees as necessary.
- Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
- Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
- Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment.
- Where required, administer and resolve issues with associated end-user workstation networking software products.
- Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
- Answer to and perform moves, adds, and changes as they are submitted
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
- Work with colleagues to maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
- Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
- If necessary, liaise with third-party support and PC equipment vendors.
Job Requirements:
Formal Education & Certification
- Up to two years equivalent work experience.
Knowledge & Experience
- Excellent technical knowledge of PC and desktop hardware
- Excellent technical knowledge of PC internal components
- Proficient in Microsoft family of products (Windows, Office 2007 and 2013, Server)
- Hands-on hardware troubleshooting experience
- Ability to operate tools, components, and peripheral accessories.
- Able to read and understand technical manuals, procedural documentation, and OEM guides
- Must have skilled knowledge of computers, presentation software and A/V equipment
- Strong understand of video conferencing systems
Personal Attributes
- Superior verbal communication skills; the ability to communicate effectively with non-technical personnel and customer
- Outstanding interpersonal skills
- Strong technical, analytical, troubleshooting and problem-solving abilities
- The ability to work independently with minimum supervision
- The ability to work in a fast-paced, customer-service oriented setting
- Strong organization, time-management and multi-tasking skills
- Intellectual curiosity and the desire to keep up with new aspects of the business and technology
Working Environment:
- Standard office environment
- Position will work in the New York headquarters office and is expected to be on site
- On-call availability
- Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals
EmoticonEmoticon