PRIMARY RESPONSIBILITIES
Collaboration Platform Support and Deployment
- Assist in deploying, configuring, and maintaining collaboration platforms, including Microsoft Teams Rooms and SharePoint.
- Troubleshoot incidents and service requests affecting unified communications and collaboration tool functionality.
- Coordinate with senior engineers and related teams to implement approved collaboration solutions and updates.
- Support integration of collaboration services with enterprise network, endpoint, and identity infrastructure.
AV/VTC and Streaming Operations
- Provide day-to-day support for conference room AV/VTC systems, including endpoints, displays, microphones, and conferencing peripherals.
- Help maintain readiness and performance of Teams and other enterprise conferencing services used across operations.
- Support live and on-demand video streaming for enterprise meetings and events, including setup, monitoring, and rapid issue resolution.
- Escalate complex AV/VTC and streaming issues to senior staff or vendors and track remediation through closure.
Service Quality, Documentation, and Operational Support
- Respond to user-reported collaboration and conferencing issues in accordance with service expectations and SLA objectives.
- Record incidents, requests, troubleshooting actions, and outcomes in approved ticketing and reporting workflows.
- Assist with development and maintenance of SOPs, runbooks, and support documentation for collaboration services.
- Participate in testing, validation, and change support activities to reduce service disruption during updates.
User Enablement and Security Compliance
- Assist with user training and adoption support for collaboration tools, meeting workflows, and standard practices.
- Develop and maintain user-facing documentation, quick guides, and knowledge articles for recurring support needs.
- Apply approved security and compliance requirements when supporting collaboration and conferencing platforms.
- Collaborate with stakeholders to improve user experience, communication quality, and service consistency.
REQUIRED QUALIFICATIONS
Citizenship/Work Authorization: Must meet contract requirements.
Education: Bachelors in a relevant field (e.g., Information Technology, Computer Science, Engineering).
Experience:
- 3-5 years of experience in collaboration technology support or engineering roles in enterprise environments.
- This role intentionally applies the more stringent 3-5 year experience requirement from the source experience narrative, which exceeds the 2-year matrix minimum.
- Experience deploying and troubleshooting unified communication platforms, including Microsoft Teams and SharePoint.
- Experience supporting AV systems, video conferencing, and live/on-demand streaming technologies, including secure integration with network infrastructure.
Technical Skills:
- Microsoft Teams, Microsoft Teams Rooms, SharePoint, and Microsoft 365 collaboration capabilities
- Enterprise conferencing tools (e.g., Microsoft Teams) and conferencing system troubleshooting
- AV/VTC systems support and video streaming operations for enterprise meetings/events
- Incident/request handling, documentation, and user support in structured IT service environments
- Collaboration platform security compliance and cross-platform integration
PREFERRED QUALIFICATIONS
- Experience supporting Microsoft 365 GCC environments and monitoring service health through M365 administrative tools.
- Experience supporting high-visibility enterprise events requiring live streaming, captioning coordination, or post-event media support.
- Familiarity with ITSM/ticketing platforms (e.g., ServiceNow) in SLA-driven federal support environments.
- Working knowledge of federal cybersecurity/compliance expectations (e.g., FISMA-aligned controls, zero trust principles).
- Experience using basic scripting/automation to improve collaboration platform operations and reporting.
- Microsoft 365 Certified: Teams Administrator Associate (MS-700)
- Microsoft 365 Certified: Administrator Expert (MS-102)
- AVIXA CTS
