Job Description :
A/V Desktop Support Analyst
Duration: 12 months with possible extension
Location: San Francisco, CA
Looking for junior candidates with 1-3 years of experience
Looking for candidates with experience supporting Audio and Video solutions (such as Chromebox for Meeting (CfM), GoToMeeting, WebEx, GHO, and Cisco Telepresence, Crestron, etc
In addition, if you could find candidates more junior with 1-3 years of experience, that would be ideal.
Description: This role is on the HQ Techforce AV Support team located in San Francisco. In this role, the main focus will be on audio & video support for all conference rooms across Salesforce offices in San Francisco. This role will also work closely with the Executive Briefing Center (EBC) support team, learning the A/V systems in the EBC and supporting them as needed based on the support team schedule. Extensive work will be done in conjunction with the Network Engineering team and the Global Office Expansion team on the implementation of collaboration services to Salesforce offices. Areas this role will oversee include full operation of all conference rooms, inventory of conference room hardware, documentation of all rooms and locations, as well as collaboration services offered in each room.
Your Impact - Responsibilities:
Primary support for Audio/Video solutions
Secondary support for the Executive Briefing Center
Inventory management of conference room hardware
Planning for new room openings with GOE team
Implementing collaboration services in conference rooms (Google Chromebox and Cisco TP)
Troubleshoot A/V connectivity issues across a variety of technologies
Support Security Standards (firewall/patching/network access)
Initiate and track service requests with 3rd party vendors
Work with Techforce , Infrastructure Operations, Systems Engineering, IT NOC, Security and other teams as needed to identify and resolve issues
Participate in on boarding and training any future A/V team members
Subject Matter Expert in Audio & Video Technologies
Minimum Qualifications:
Familiar with collaboration services, to include Chromebox for Meeting (CfM), GoToMeeting, WebEx, GHO, and Cisco Telepresence
Experience with troubleshooting Crestron AV Equipment using Toolbox and XPanel
Experience supporting standard security applications in an Enterprise environment (network access control, patch management & remediation
Understands networking basics, including TCP/IP connectivity, port, and VLAN configuration
Experience with support ticket management and tracking
Knowledge of Active Directory architecture
Demonstrates strong customer service focus, analytical, problem solving and teamwork abilities
Provides support and communicates appropriately across multiple levels of the internal organization
Prioritizes projects and operations tasks effectively to complete deliverables on time
Applies company policies and procedures when completing assigned tasks
Takes initiative to work, develop solutions and make technical recommendations independently
Follows established procedures on routine tasks, requires instruction only on new assignments and works under the supervision of the A/V Lead and the A/V Manager.
Comprehends communication from others; attends to messages from others; correctly interprets messages and responds appropriately
Uses verbal and non-verbal inputs to assess understanding of both customers and other IT staff; presents message in various ways to enhance understanding
Follows accepted language standards, uses syntax, pace, volume, diction, and mechanics appropriate to the media being used
Quickly gains knowledge, understanding, or skill; readily absorbs and comprehends new information from formal and informal learning experiences
Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through trial and error
Approaches change objectively; treats change and new situations as opportunities for learning or growth
Preferred Qualifications:
DM Certified Engineer
A+, Network+, Security+, MCP or other standard IT support certifications
Proven track record in customer service
Knowledge of Cisco software and hardware a plus
BS in IT, CS or related discipline