Service Management Technologist

Service Management Technologist Job ID: 24-02379

Job Title: Service Management Technologist

Location: Madison WI, 53783

Duration: 6 Months

Contract Type: W2 only

Pay Rate: $20-$25/Hour

Core business hours: 7:00AM - 3:30PM CST, but with the option to flex to cover until 5pm CST on certain days.

Job Responsibilities

• This position will be responsible for maintaining 330+ conference rooms located at various offices throughout the United States.

• The primary locations where support will be done on-site Monday through Friday are Madison, WI area offices (NHQ, Spark, Investments and Hangar).

• Phone support will be provided to other techs at other locations.

• The position requires physical work consisting of lifting TVs (up to 75 lbs) and other audio-visual equipment.

• Squatting, crouching and crawling under tables and other furniture is a regular occurrence.

• Cable management is expected to leave conference rooms in good working order after an installation, upgrade or repair.

• Duties:

• Respond to specific room alerts and outages from Microsoft Teams and Zoom admin systems. This includes contacting techs in other locations to make sure outages are being addressed.

• Triage the "Company MediaTech" assignment group in Service Now (SNOW) for tickets related to conference room issues. Self-assign those related to conference room or reroute to other SNOW assignment groups at other office locations

• Test out large conference rooms that have meetings planned in them for that day or the next day. Info available in Teams group > Schedule > Onsite meeting/excel (or email notifications from reception)

• Sweep all remaining conference rooms to find outages that did not alert in TAC, Pro Portal or Zoom Admin

• Provide meeting support for large events wherever possible.

• When not working active issues, refer to tasks in Planner tool for additional work assignments. These tasks generally are ones worked on when high priority work is complete.

• Update firmware and software based on guidance from CCT leads. Check rooms that have been updated (based on reliability of MS and hardware manufacturer updates).

• Maintain AV equipment stock and inform CCT leads of reorders needed.

• With oversight from CCT leads, install new rooms and update existing rooms upon request. This could include coordinating with AV vendor to have them install if outside labor/expertise is required.

• Creating and owning tickets with preferred AV support vendor for failed equipment that require RMAs, replacements, onsite/remote troubleshooting.

• Coordinate recertification visits with AV vendor for high profile spaces with maintenance contracts.

• Replace batteries in rooms where remotes or equipment uses them.

• Return rooms to good working order if anything is out of place (tables, power strips, AV gear, etc).

• Provide good communication for time off needs and be sure to update that information in our common work calendar for visibility to the entire group.

• Traits:

• Self-starter

• Good verbal and written communication

• Team player

• Customer service - direct end user interaction is required

• Willingness to learn about new technology (Teams and Zoom platforms, AV hardware, etc)

• Ability to lift 75 lbs, squat, crouch, crawl as needed during the installation and servicing of equipment including proper use of ladders and other installation equipment (cordless drills, screwdrivers, etc)

• Need to be able to work on your feet for a majority of the workday

• Clean cable management techniques will be used with Velcro and Zip ties to provide a well-managed installation of equipment

• Job details