Service Desk Analyst Tier II - Cisco Collaboration focus

Herndon, VA
Apr 06, 2021
Apr 09, 2021
Full Time
Job Description: Are you up to the challenge? At ePlus, we engineer transformative technology solutions for the most visionary companies in the world. This takes imagination, relentless client service, and the tenacity to enable our clients to achieve their visions. Our partnerships with leading edge technology manufacturers-many of which look to us for their own technology infrastructure needs-keep us immersed across the broad spectrum of the IT ecosystem.As a Collaboration and Audio/Visual Communications Technician, you will be responsible for managing user support and customer service on company Collaboration and Audio/Visual equipment, applications and platforms. You will troubleshoot problems, manage requests through completion, report on usability, and advise on appropriate actions.From strategy to fulfillment to managed services, our engineering-centric solutions enable our clients to realize what it means for technology to do more.Job Responsibilities:As a member of the Service Desk team with an emphasis on collaboration tools and A/V support, responsibilities include:* Respond to requests for technical assistance in person, over the phone or via video.* Track and route problems and requests including documentation of solutions and user follow up.* Track, test, update and troubleshoot applications such as TMS, WebEx, Jabber, and Cisco WebEx with Teleconferencing.* Diagnose and resolve technical hardware and software issues within our communication platforms.* Procure A/V equipment when requested by management, replace or arrange for maintenance or repair as necessary.* Adhere to the corporate incident management, change management, and asset management procedures.* Work together with Marketing, Facilities, Professional Services and Executive Management as the primary support person for video conferencing events, such as the CEO's quarterly all-staff Webex.* Complete other duties and responsibilities related to the ongoing support and maintenance of the audio video and communications infrastructure throughout the company.* Occasional travel required.Your Corporate Responsibilities:Internal Control responsibilities vary by role and are subject to change. Please discuss your individual internal control responsibilities with your immediate supervisor on a regular basis.* Handle confidential matters and information professionally.* Conduct business in a professional, competent and ethical manner.* Adhere to corporate policies and procedures.Job Knowledge/Skills:* Technical acumen that has demonstrated continuous improvement in technical breadth and depth.* Proficient in collaboration and video conferencing applications, preferably Webex or similar tools.* Experience in Service Desk ticketing applications, preferably ServiceNow or related solution, eg, Remedy.* Familiarity with video conferencing and voice equipment, preferably Cisco.* Experience with configuration & installation of audio visual systems.* Basic IP configuration of A/V Devices (ie Cisco Video Endpoints, Extron).* Comfortable interacting with a broad range of users with high touch and high customer satisfaction.* Able to understand user requirements and manage expectations.* Excellent oral and written communication skills.* Experience leading or participating in A/V and collaboration related projects within scope, schedule and cost.* Can work independently and collaboratively within a team.Education and Experience:* Experience supporting end users within a Service Desk or as a team member in an escalating support group.* College degree or relevant experience.* 3 to 5 years of collaboration and A/V technical experience.* Industry certifications preferred (Cisco, Tandberg, Crestron, Infocomm CTS, Polycom, etc.)* ITIL Foundations Certification desirable.Physical Requirements of Position:Ability of finger dexterity to be used primarily to make small movements such as typing, picking up small objects or pinching fingers together. Movements frequently and regularly required using the wrists, hands and / or fingers. Speech ability must be at a level where one must convey detailed or important instructions or ideas accurately, loudly or quickly. Hearing ability must be at a level to hear average or normal conversations and receive ordinary information. Visual ability must be average with ordinary visual acuity necessary to prepare or inspect documents or products, or operate machinery. Physical strength for sedentary work with sitting most of the time. May have to exert or lift up to 10 - 20 pounds of force occasionally.I understand that the job description is for informational purposes only and is neither an express nor an implied contract of employment.