Onsite Desktop/Conference Room Support 

*This position is 100% on-site

Position Summary

The Desktop & Conference Room Support Technician provides on-site technical support to end users, with approximately 50% of responsibilities focused on basic conference room and meeting space technology support. The role also delivers Level 2 desktop support services and serves as an escalation point from Level 1 support. For advanced conference room and audiovisual (AV) issues, this position coordinates directly with a designated third-party AV vendor. The role is responsible for ensuring reliable end-user and meeting experiences while minimizing operational disruption.

Key Responsibilities

Conference Room & Meeting Space Support (Approximately 50%)

• Provide day-to-day technical support for conference rooms, huddle spaces, and training rooms, including displays, cameras, microphones, speakers, and room control systems.
• Assist users with meeting setup and basic troubleshooting for Microsoft Teams, Zoom, and other collaboration platforms.
• Conduct routine inspections to ensure conference room equipment is operational, properly connected, and functioning as intended.
• Troubleshoot common audiovisual issues, including audio failures, video display problems, camera connectivity issues, and system resets.
• Identify issues beyond basic troubleshooting scope and escalate advanced or recurring AV problems to the assigned AV vendor, coordinating service requests and follow-up activities.
• Provide limited on-site support for meetings or events as required, including pre-meeting setup and issue resolution during critical sessions.
• Maintain accurate documentation related to conference room standards, configurations, equipment inventories, and common troubleshooting procedures.

Desktop Support & Troubleshooting

• Resolve escalated service desk tickets related to desktops, laptops, mobile devices, printers, and peripheral equipment.
• Troubleshoot advanced issues involving Windows and macOS operating systems, Microsoft 365, and business applications.
• Diagnose and resolve network connectivity issues, including LAN, VPN, and wireless connectivity.
• Coordinate complex hardware repairs and vendor support engagements as necessary.
• Perform root-cause analysis and recommend corrective actions to reduce recurring incidents.

System Administration

• Assist with user account administration within Active Directory, Azure AD, Exchange, and Microsoft 365.
• Support software installation, updates, system imaging, and configuration management activities.
• Maintain and troubleshoot endpoint security solutions, including antivirus software, disk encryption, and multi-factor authentication.
• Support device enrollment and endpoint management using tools such as Intune, SCCM, or JAMF.

Deployment & Maintenance

• Participate in workstation deployments, hardware refresh initiatives, and office relocation activities.
• Configure and deploy end-user and conference room equipment in accordance with established standards.
• Maintain accurate asset inventories and tracking records for IT and conference room equipment.

Collaboration & Vendor Coordination

• Collaborate with Level 1 support staff by providing guidance, escalation support, and knowledge sharing.
• Serve as the on-site point of contact for external AV vendors, including issue handoff, scheduling, and verification of issue resolution.
• Communicate clearly and professionally with end users and stakeholders regarding issue status, expected timelines, and resolution outcomes.

Documentation & Process Improvement

• Develop and maintain knowledge base articles and technical documentation, including conference room support procedures.
• Ensure accurate documentation of troubleshooting activities, resolutions, and vendor interactions within the ticketing system.
• Recommend improvements to support processes, tools, and conference room technology standards to enhance service quality.

Qualifications

Required

• 1–4 years of experience in IT support or desktop support roles.
• Demonstrated experience supporting conference room, audiovisual, or collaboration technologies.
• Strong working knowledge of Windows and macOS operating systems.
• Experience supporting Microsoft 365 and standard business applications.
• Foundational knowledge of networking concepts, including TCP/IP, DHCP, DNS, and VPNs.
• Experience using ticketing systems such as ServiceNow, Jira, or Freshservice.
• Strong communication, customer service, and problem-solving skills.

Preferred

• Experience supporting Microsoft Teams Rooms, Zoom Rooms, or comparable conference room solutions.
• Experience coordinating support with third-party AV vendors or managed service providers.
• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications.
• Experience with endpoint management platforms such as Intune, SCCM, or JAMF.

Core Competencies

• Analytical and methodical problem-solving skills
• Clear and professional written and verbal communication
• Ability to manage competing on-site priorities and time-sensitive support requests
• Strong customer service orientation
• Attention to detail and commitment to documentation accuracy