We are looking for Virtual Meeting Support Specialist for one of our Federal client if you are available plese share updated resume.
Position Summary
Provides advanced technical and operational support for large-scale virtual meetings and collaboration platforms. This role ensures the professional execution, technical stability, and accessibility of high-visibility virtual meetings conducted primarily through Zoom and Microsoft Teams. The Senior Virtual Support Technician will coordinate with meeting hosts, provide live event support, troubleshoot technical issues, and maintain detailed documentation within ServiceNow to support service delivery, reporting, and continuous improvement. The position requires strong technical troubleshooting capabilities, experience supporting large enterprise virtual events, and the ability to work directly with senior stakeholders in a fast-paced federal environment.
Essential Duties and Responsibilities
Virtual Meeting Operations
§ Provide technical support for virtual meetings, including high-profile and large-scale events with internal and external participants.
§ Coordinate and process requests for meeting support through ServiceNow, ensuring proper documentation and timely response.
§ Collaborate with meeting hosts to confirm meeting objectives, attendance expectations, and required platform features.
§ Schedule and participate in pre-meeting coordination sessions and practice runs for complex or large meetings.
§ Provide guidance to meeting hosts on platform settings, updates, and optimal configurations for Zoom for Government and Microsoft Teams.
§ Document all meeting requirements, logistics, and configurations in assigned ServiceNow tickets.
Live Meeting Support
§ Launch virtual meetings at least 30 minutes prior to start time to verify readiness and technical configuration.
§ Monitor meetings throughout their duration to ensure stable performance, security, and participant access.
§ Provide real-time assistance to participants including:
o Audio/video troubleshooting
o Chat and collaboration features
o Polls and Q&A functions
o Platform connectivity issues
§ Identify, troubleshoot, and resolve technical issues during live sessions.
After-Action Reporting and Documentation
§ Produce After Action Reports for supported meetings including:
o Attendance data
o Chat transcripts
o Poll results
o Q&A summaries
o Meeting recordings and transcripts
§ Update ServiceNow records with:
o Meeting outcomes
o Technical issues and resolutions
o Lessons learned and recommendations
§ Ensure tickets are completed and closed once reporting requirements are fulfilled.
Tier 1 & Tier 2 Platform Support
§ Provide Tier 1 and Tier 2 technical support for HRSA’s virtual meeting platforms.
§ Troubleshoot platform issues involving Zoom for Government and Microsoft Teams.
§ Respond to ServiceNow support tickets related to meeting access, performance, or configuration issues.
§ Escalate complex issues to platform vendors or NIH Microsoft 365 support teams when required.
§ Maintain accurate documentation of troubleshooting steps and resolutions.
Reporting and Service Improvement
§ Contribute to monthly Virtual Meeting Support reports summarizing supported meetings, trends, and recurring technical issues.
§ Maintain and update knowledge base documentation for common issues, best practices, and operational guidance.
§ Participate in HRSA events and demonstrations showcasing virtual meeting capabilities and hybrid collaboration solutions.
§ Provide recommendations on innovative approaches to improving virtual and hybrid meeting support.
Required Qualifications
§ Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
§ Minimum 5 years of experience providing supporting enterprise virtual meeting platforms or collaboration technologies.
§ Ability to obtain and maintain a federal Public Trust (Tier 2) background investigation and HHS PIV credential.
§ Preferred Qualifications (At least one of the following certifications is required):
o CompTIA Network+
o CompTIA Security+
o ITIL 4 Foundation
Knowledge, Skills, and Abilities
§ Large-Scale Virtual Meeting Operations: Demonstrated expertise in planning, coordinating, and supporting large-scale virtual meetings and events involving hundreds to thousands of participants across federal stakeholders, partners, and external audiences.
§ Zoom for Government and Microsoft Teams Administration: Advanced knowledge of configuring and managing enterprise collaboration platforms including Zoom for Government and Microsoft Teams, supporting webinars, large meetings, breakout sessions, polls, Q&A, recordings, and participant management.
§ Live Virtual Event Technical Support: Ability to provide real-time technical oversight during live meetings, including launching events, monitoring platform performance, managing participant interactions, and quickly resolving audio/video or connectivity issues.
§ Virtual Meeting Pre-Event Coordination: Skill in conducting pre-meeting planning sessions with meeting hosts to confirm event requirements, attendee expectations, meeting features, and technical configurations necessary for successful event delivery.
§ Participant Support and Training: Ability to guide meeting participants and hosts on platform features such as joining meetings, enabling audio/video, chat participation, screen sharing, polling, and Q&A tools.
§ ServiceNow Ticket Management and Documentation: Experience managing meeting support requests through ServiceNow, including ticket creation, documentation of meeting requirements, tracking issues, recording resolutions, and maintaining accurate support records.
§ Technical Troubleshooting for Collaboration Platforms: Expertise diagnosing and resolving issues involving virtual meeting platforms, including connectivity issues, platform configuration errors, audio/video performance problems, and participant access challenges.
§ Tier 1 and Tier 2 Platform Support: Ability to provide multi-tier support for enterprise collaboration tools, including troubleshooting user issues, resolving technical incidents, and coordinating escalations with platform vendors or Microsoft 365 support teams when necessary.
§ After-Action Reporting and Meeting Analytics: Skill in compiling detailed after-action reports capturing meeting recordings, participant attendance data, chat logs, poll results, Q&A summaries, transcripts, and operational observations.
§ Operational Reporting and Trend Analysis: Ability to support development of monthly operational summaries that track supported meetings, recurring technical issues, platform usage trends, and service improvement opportunities.
§ Knowledge Management and Process Improvement: Ability to create and maintain knowledge base articles documenting recurring issues, troubleshooting procedures, and best practices for virtual meeting operations.
§ Stakeholder Coordination and Customer Support: Strong customer service and communication skills with the ability to interact effectively with federal leadership, program offices, and external stakeholders to ensure successful virtual event delivery.
Tools and Technology Requirements (May not be exhaustive)
§ IT Service Management: ServiceNow (incident, request, knowledge base, reporting, and ticket documentation)
§ Virtual Meeting Platforms: Zoom for Government and Microsoft Teams (webinars, large meetings, breakout rooms, polling, Q&A, recordings)
§ Microsoft 365 Productivity Suite: Outlook, SharePoint, Excel, PowerPoint, Teams
§ Reporting and Analytics: Microsoft Excel, PowerPoint, ServiceNow dashboards, platform usage analytics from Zoom and Microsoft Teams
§ Meeting Data and Documentation: Zoom and Teams meeting reports (attendance reports, chat logs, poll results, transcripts, and recordings)
§ Knowledge Management: ServiceNow Knowledge Base and internal documentation repositories
Note: This is not an exhaustive list. Tools and technologies may vary by project and evolve over time. The ideal candidate demonstrates flexibility and the ability to lead teams regardless of the specific platform.
Supervisory and Mentor Responsibilities
No direct supervisory authority over other contract staff. Provides technical leadership and functional guidance to Virtual Meeting Support Team members and support technicians on the planning, configuration, and execution of enterprise virtual meetings and events. Serves as a senior escalation resource for complex issues related to Zoom for Government and Microsoft Teams, including meeting configuration, participant connectivity issues, audio/video performance problems, and large-event management.
Work Environment and Physical Requirements
Work Location: HRSA Headquarters, Rockville, MD (Onsite)
Travel: Occasional travel to regional offices and NHDP Baton Rouge, LA. Approximately 10% to 15% travel.
Physical Demands:
§ Prolonged periods of sitting at a desk and working on a computer.
§ Frequent use of hands and fingers to operate computer equipment and other office tools.
§ Must be able to communicate verbally and in writing clearly and effectively.
§ Occasionally required to stand, walk, and reach with hands and arms.
§ May occasionally lift or move up to 10 pounds (e.g., laptop, documents).
Work Conditions:
§ Work is performed in a standard office or home-office environment with moderate noise levels.
§ Must be able to manage stress associated with deadlines and evolving project requirements.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions in accordance with applicable laws and company policy.
Other Duties
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. As portfolio needs evolve, required certifications, qualifications, or expectations may change. The company reserves the right to modify duties or assign additional responsibilities as necessary, with or without notice.
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