Description
Description
We are seeking an experienced, detail-oriented, and versatile professional to join our team as a Technical Services Specialist – Level II with a primary focus on IT systems support, troubleshooting, and optimization. This elevated position builds on the Level I role by incorporating increased responsibility for diagnosing complex IT issues, managing system deployments, and ensuring network and systems integrity, while still encompassing secondary responsibilities for Audio Visual (AV) and Video-Teleconferencing (VTC) support. If you are a driven individual with advanced IT skills and thrive in a dynamic, fast-paced environment, this role offers exciting opportunities to grow and contribute to innovative solutions supporting our mission! This is an onsite position in Indianapolis, IN.
Role Overview – Site Support
- Serve as a technical escalation point for diagnosing and resolving advanced IT issues, including computer systems, software applications, networked equipment, and wireless systems.
- Lead system imaging, hardware deployment, and asset documentation to ensure compliance with organizational standards.
- Take ownership of IT support tickets, ensuring timely resolution and customer satisfaction while adhering to established service-level agreements (SLAs).
- Establish and maintain detailed asset management records within a ticketing system.
- Local POC for AV system installations, upgrades, and integrations tailored to customer needs.
- Assist with AV and VTC event scheduling, setup, system testing, and real-time troubleshooting to ensure flawless execution.
- Troubleshoot and implement advanced technical solutions for AV/VTC hardware and software issues to enhance system performance and customer satisfaction.
Role Overview – Program Directed work
- Strong understanding of the Cybersecurity Maturity Model Certification (CMMC).
- Maintaining lab computers, laptops, and systems to be able to house CUI.
Qualifications
Required Education & Experience:
- AA Degree in related discipline and 1+ year of experience, or a high school diploma and 2+ years of related experience.
- Must be a US Citizen.
- Strong proficiency with VTC platforms (e.g., Cisco Webex, Zoom, Microsoft Teams) and AV control systems (e.g., Crestron, AMX, Extron).
- Advanced troubleshooting skills for diagnosing IT, AV, and networking issues in fast-paced, dynamic environments.
- Exceptional interpersonal and communication skills to collaborate with clients, stakeholders, and team members effectively.
- Ability to prioritize tasks and manage multiple assignments in high-pressure situations.
- Familiarity with AV industry standards and eagerness to stay current with emerging technologies and best practices.
Certifications:
- Must be able to obtain CMMC 2.0 Level 1 cert in first 90 days
- CompTIA certifications a plus
- CTS cert by AVIXA a plus
Required Clearance:
- Must be eligible to obtain and maintain a Secret-level security clearance.
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