Service Management Technologist

Location :  MA

Duration :  7 Months

Contract Type :  W2 only

Pay Rate :  $25-$34.76 / Hour

• Support 300 conference rooms across the US
• Focus on support at NHQ, Madison WI
• Run reporting
• Response to tickets on issues, ServiceNow queue
• Troubleshoot issues w / in conference rooms
• Self-starter, team player, work well with people, great communication, willingness to learn technology
• Know Teams and Zoom
• Able to lift 75 lbs
• Proper use of ladders etc.
• Cable management techniques
• Work on feet for a number of hours and able to walk among the 4 building at NHQ
• Full time NHQ with some travel to Spark building (near capital)
• 100% On-site position
• Core business hours 7 : 00AM - 3 : 30PM CST, but with the option to flex to cover until 5pm CST on certain days.
• More than likely an ongoing need and may convert but don't know at this point
• Conductivity issues, monitoring
• Nice if they know ServiceNow but don't required
• Interview process : More than likely one and done, virtual interviews

Personnel who perform a set activities – directed by policies, organized and structured in processes and supporting procedures – that are performed to plan, design, deliver, operate and control information technology (IT) services offered to customers.

Full time NHQ with some travel to Spark.

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 :

1. 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.

2. Traige the "AFI – INF 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

3. 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)

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

5. Provide meeting support for large events wherever possible.

6. 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.

7. 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).

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

9. 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.

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

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

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

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

14. 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.

15. Duties as assigned

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

Salary : $25 - $35