Desktop Support Specialist @ Indianapolis, IN - Onsite

Onsite Role

Virtual Interviews

Locals preferred

Position: Desktop Support Specialist

Location: Indianapolis, IN

Duration: 6 Months with EXT

Experience: 5+ years

Top Skills:

• Surface Hubs
• MTR devices

Job Description:

Support Responsibilities:

• Provide global support for Surface Hubs, MTR devices, and traditional AV hardware (Logitech, Crestron, AMX, Poly, etc.).
• Take ownership of incidents in the Modern Meetings team global queue.
• Ensure compliance with Service Level Agreements (SLAs) and update ticketing system (Service Now) incidents accordingly.
• Identify and follow up on device-related problems.
• Adhere to the documented escalation process.
• Maintain communication by providing updates to IT site service leaders.
• Utilize and support current and upcoming AV management tools, including XIO Cloud, MMR, and QSC Reflect.
• Provide necessary maintenance and support for devices and management tools.
• Engage in daily discussions with the global team to uphold a high level of service and support.
• Follow change management procedures diligently.
• Be prepared for potential travel to other sites worldwide if necessary.

Deployment / Project Responsibilities:

• Review new device firmware and Microsoft Teams features; communicate relevant information to the business as required.
• Conduct room surveys virtually for your region and physically for local offices, as needed.
• Take charge of new standard meeting room equipment installation projects.
• Perform requested new technology reviews and testing.

Desired Skills and Experience:

• Previous experience in first-line desktop support.
• Familiarity with Microsoft Surface Hubs.
• Prior experience with Microsoft Teams.
• Proficiency in delivering Collaboration, AV, and digital workplace technologies.
• Demonstrated ability to work independently, and manage self-set tasks and objectives.
• Skilled in both independent and team-based work environments.
• Capacity to challenge conventions and think creatively.
• Experience in installation and commissioning of MTR systems.