Meeting Technology Specialist (Audio and Visual) - The Task Force for Global Health - Emory University

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Description:

The Meeting Technology Specialist is responsible for delivering an exceptional video conference and technology meeting experience to all employees at TFGH. This role’s primary focus is providing daily operational & technical support of meetings, including video conferences and virtual meetings via Zoom. Collaborating with the Help Desk, this role will respond to daily requests, break/ fix and meeting support tickets via TFGH’s internal FreshService ticketing system and email.

 

The Task Force for Global Health, based in Atlanta and founded nearly 40 years ago to advance health equity, works with partners in more than 150 countries to eliminate diseases, ensure access to vaccines and essential medicines, and strengthen health systems to protect populations. Expertise includes neglected tropical diseases and other infectious diseases; vaccine safety, distribution and access; and health systems strengthening. For more information, visit www.taskforce.org.

 

Information Technology plays a vital and ever-expanding role in the TFGH mission. The TFGH information technology environment is highly distributed and diverse, with leadership and coordination from the Chief Information Officer (CIO) and direct report units. The TFGH Information Technology Services Team (ITST) is responsible for all aspects of information technology services from help desk services to digital transformation. ITST aims to allow team members flexible work arrangements and align responsibilities with their IT areas of interest based on the organization needs. The ITST operates as a collaborative unit with a servant leader culture that empowers direct reports with the tools they need to be successful.

 

KEY RESPONSIBILITIES:

• Provides daily operational and technical support of meetings, including video conferences and virtual meetings via RingCentral and Zoom.
• Performs application support responsibilities.
• Collaborates with the Help Desk to respond to daily requests, break/ fix and meeting support tickets via TFGH's internal FreshService ticketing system and email.
• Collects requirements from Task Force programs/users and configure unified communications (phone, video meetings, webinars, and messaging) systems based on users' requirements.
• Researches, documents, and implements trends/best practices, unified communications, and virtual event/conferencing systems for the organization.
• Serves as the unified communications and any other conference system administrator.
• Creates conference room user guides, video tutorials, and room technology specifications documentation for both technical and non-technical users. Conducts unified communications and virtual event platforms training sessions to new and existing users.
• Provides assistance (onsite, remote) and coordination of meetings (internal, external) including video conferencing calls setup, configuration, and optimization.
• Provides technical support for web/audio collaboration tools such as RingCentral, Zoom, and Google Meet.
• Accurately documents instances of hardware failure, repair, installation, upgrade, and equipment removal in the ticketing system.
• Acts as the first point of escalation/contact to the IT support staff to provide technical guidance, immediate onsite support, and helps to resolve multimedia related issues.
• Works with teams and/or individual staff involving the integration of multimedia technology into Google Workspace applications.
• Collaborates with other IT staff to help cross-train to ensure back-up support resources when competing onsite support requirements are required at multiple locations.
• Develops and maintains standard operating procedure (SOP) documentation for meeting support functions.
• Analyzes customer requests and determines best courses of action, resolves issues, answers questions efficiently, and improves IT applications and services processes to achieve the highest efficiency and user satisfaction.
• Coordinates tasks to facilitate current state analysis, future state design, requirements definition, and logical design sessions (trainings and workshops) for international or domestic workgroups.
• Provides support to organization-wide standard applications.
• Develops, writes, produces, and maintains instruction documents, videos, and web-based guides to promote user self-service.
• Provides on-call and after-hours support for emergency situations and application problems affecting a large number of users.
• Collaborates with IT business analyst and other application support staff to design, configure, implement, maintain, and support applications.
• Collaborates with IT help desk team on IT projects; learns TFGH's methodologies for project management.
• Works with all areas of Information Systems to improve processes, communication, and support.
• Collaborates with management to develop meeting technology strategies to support the needs of the organization.
• Participates fully as a member of the Task Force for Global Health by contributing, assisting and participating in projects, activities, and initiatives as requested by management.
• Less than 10% domestic and/or international travel
• Performs other related duties as required.

MINIMUM QUALIFICATIONS:

• Three years of meeting support experience OR a bachelor's degree in information technology area and one year of meeting support experience.

PREFERRED QUALIFICATIONS:

• Three or more years of meeting support experience.
• Professional knowledge about meeting technology trends.
  Motivated to learn and to implement solutions to help customers work more efficiently.
• Strong customer service, ability to directly converse with all levels of the organization, and comfort with large audiences is essential to this position.
• A/V Experience

NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University on a flexible weekly schedule based upon business needs.  Schedule is based on agreed upon guidelines of department. This role requires residency in the state of GA. Emory reserves the right to change remote work status with notice to employee.

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