AV Technology Analyst (Remote)

KeenLogic is seeking an enthusiastic AV Technology Analyst to join our government customer in Alexandria, VA! This is a full-time, work from home contract position with the possibility of extension/conversion. The successful candidate needs to be in the Washington, D.C. metropolitan area in the case of Return to Office (ROI). They will be proficient in Zoom and other AV technologies used to support virtual meetings for the Program Lead. They will use Zoom to organize break-out sessions, take attendance, conduct polls, facilitate Zoom chat conversations, assist with participant technology issues, and provide technical support, as well as escalate issues that need additional assistance and problem resolution. 

Required Skills:

• U.S. Citizenship
• Bachelor’s degree and 1 year of professional working experience or High School Diploma and 7 years of professional working experience. 
• 1+ years of experience using Zoom to include features and functionality
• 1+ years of experience providing phone and/or in-person support for business application (Analysis, Diagnosis, Remediation, Testing, Performance Tuning)
• 1+ years of experience with standard Windows OS applications and MS Office applications
• 1+ years of customer service experience 
• Excellent written and oral communication skills

Desired Skills:

• ITIL Service Management
• Business Application Training
• User Acceptance Testing
• Application Development 

Responsibilities include:

• Provide technical support and troubleshooting for desktop hardware, audio/visual technologies, and applications such as WebEx, SharePoint, and custom applications
• Monitor and record participant attendance
• Monitor WebEx chat box during virtual meeting
• Help participants who lose audio connections
• Monitor video functionality
• Organize breakout sessions
• Conduct polls
• Coordination with Call Center leadership and client staff
• Assist customer with login issues
• Support training activities for participant orientation and program director orientation and facilitator training
• Log issues using CRM tool.