Helpdesk Technician

Helpdesk TechnicianReston, VADuties and Responsibilities:• Provide 1st and 2nd level support to customers via phone, email, instant message and fax in support of videoconferencing and A/V equipment, infrastructure hardware/software, network and manage service contracts• Open, maintain and close trouble-tickets for all incoming customer requests• Facilitate the opening, trouble-shooting, and closure of ISDN and IP network trouble-tickets with 3rd party carriers in support of customer issues• Provide extensive trouble-shooting, installation, configuration, and test of videoconferencing, audiovisual equipment (videoconferencing, multimedia, audiovisual, projection systems, displays, cameras, microphones, integrated A/V systems, document cameras, streaming technologies, etc.) and collaboration technologies• Provide video bridging and call launch support• Coordinate the RMA parts replacement and dispatch of service technicians in support of standard customer maintenance agreements• Demonstrate the highest level of professionalism and customer support• Provide internal network administration, infrastructure and IT supportRequirements/Qualifications:• 3-5 years of related experience in support and trouble-shooting of videoconferencing and A/V technologies and networks• BA or BS degree desired and/or equivalent work experience• Strong knowledge videoconferencing systems required• Demonstrated experience trouble-shooting, installing and configuring gateways, gatekeepers, and infrastructure hardware and software• Knowledge and familiarity with the installation, configuration and trouble-shooting of control systems• Certified Video Engineer (CVE) preferred• Demonstrated knowledge of H.323, H.320 and SIP networks• Working knowledge of videoconferencing standards• VoIP and networking experience a plus• Strong customer service and organizational skills• Demonstrated ability to work independently and exercise good judgment• Strong project management skills, detailed oriented and ability to handle multiple tasks• Strong oral and written communication skills• Solid problem solving and consultative skills in a fast paced environment