**Job Family** **:** User Support **Travel Required** **:** Up to 10% **Clearance Required** **:** None **What You Will Do** **:** **Essential Job Functions** + Be a Microsoft Teams and Collaboration evangelist for Microsoft Surface Hub, Microsoft Teams and other Collaboration technologies. + Provide training sessions to demonstrate and teach users how to use the full spectrum of Surface Hub equipment. + Communicate collaboration technology in an engaging and “storytelling” type manner. + Operate, maintain, troubleshoot, and upgrade video conferencing equipment. Work with 3rd party vendors to troubleshoot issues and perform root cause analysis + Conduct daily A/V equipment audits and maintain accurate records. Follow defined processes and ensure that the processes are adhered to by the team. + Build relationships with internal customers to ensure they are successful when making use of technology. + Determine participants' existing knowledge, prepare pertinent, meaningful use cases which will idealize the use of collaboration technology in the environment. + Manage calendar assignments for meeting support and coordination of testing and maintenance + Partner with the customers to understand the audio and video requirements for various events. + Before scheduled large events, conduct sound, visual, and performance quality checks on AV equipment to ensure everything works flawlessly. + Prior to large-scale meetings, perform dry runs to ensure all equipment operates smoothly. + Troubleshoot and resolve A/V Technical issues promptly. + Maintain technical skills and knowledge of market trends and competitive insights; collaborate and share with the technical community. + Conduct daily hardware checks in conference rooms, offices, and workstations (HDMI cables, monitors in working order, remotes in conference rooms) + Conduct daily printer checks **Additional Responsibilities** + Provide in-office 1st and 2nd level Deskside IT support to the C-Suite in Guidehouse offices in McLean, VA, Arlington, VA and Rockville, MD + Provide remote 2nd level Support as a part of the Global IT Service Desk - Troubleshoot and resolve hardware, software, application, network, user access, or related issues + Escalate more complex problems or unresolved issues to next level of support + Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests. + Answer questions and provide training on printer usage + Accept, inventory, and work with Asset Management to arrange for shipment of any Guidehouse equipment turned into the office + Work with asset management to troubleshoot hardware laptop issues (fan cleaning, missing power packs, etc.) + In-office liaison with End-point management and Intune team for networking, battery backup solutions testing, etc. + Address client questions using available information resources + Comply with Corporate IT Service Management and Service Desk policies, procedures and directives + Achieve metrics in support of service level agreements, client satisfaction surveys, and completed incidents/requests + Recommend process changes as needed to improve service levels + Communicate company policies and standards + Travel, as necessary **What You Will Need** **:** + Requires a University Degree plus 4 years of prior relevant experience; OR **8** years of experience in lieu of degree + At least five years’ experience supporting Surface Hub Audio Visual hardware and software. + At least five years’ experience with Zoom Meetings, Events, and Webinar, Teams Meetings and Teams Live, Cisco WebEx Meetings and Webinar, and other industry-standard meeting platforms. + Advanced technical knowledge of how-to setup, install, troubleshoot connections for audio visual equipment including cameras, microphones, projectors, touchscreens, and monitors. + Strong written and verbal communication skills, including the ability to adjust to the audience's technical level and explain complex ideas clearly and concisely and the ability to communicate clearly and professionally with end users, Executives, and IT management. + Must be comfortable presenting in front of a camera and audience to deliver virtual training and webinars. The ideal candidate will be able to deliver engaging training and presentations. + Minimum 5 years of working knowledge and hands-on support of Windows 10 and Windows 11 in an Active Directory environment + Must be able to work independently and self-directed, and within a team + Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals required + Experience with Microsoft operating systems and Microsoft Office including Microsoft Teams + Experience with Microsoft O365 and Microsoft Intune + Experience supporting Microsoft Azure, Office 365, and Microsoft technologies (SharePoint, OneDrive) is preferred as well as an understanding of cloud computing + Experience working professionally with customers remotely via phone, chat, email, and in person + Strong communication (written and verbal), multitasking and customer service skills + Work effectively in a team environment to maintain Service Desk coverage and support model + Proficient in managing multiple tasks at one time and prioritizing said tasks + Experience supporting smart phones including iPhone and Android models + Strong problem-solving skills + Must be proactive, punctual and be able to multitask efficiently. + Strong planning and organizational skills + Demonstrated skills in working with users in person and remotely **What Would Be Nice To Have** **:** + Experience working with Audio/Visual conferencing equipment + Experience with minor troubleshooting for printers + Preference will be given to candidates who are located within 50 miles of a Guidehouse office **What We Offer** **:** Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include: + Medical, Rx, Dental & Vision Insurance + Personal and Family Sick Time & Company Paid Holidays + Position may be eligible for a discretionary variable incentive bonus + Parental Leave and Adoption Assistance + 401(k) Retirement Plan + Basic Life & Supplemental Life + Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts + Short-Term & Long-Term Disability + Student Loan PayDown + Tuition Reimbursement, Personal Development & Learning Opportunities + Skills Development & Certifications + Employee Referral Program + Corporate Sponsored Events & Community Outreach + Emergency Back-Up Childcare Program + Mobility Stipend **About Guidehouse** Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco. If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. _Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee._