Omega solutions inc

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Desktop Support Engineer I (A/V Desktop Support Analyst)

Information Technology | san francisco, CA | Contract

Job Description

Job Title: Desktop Support Engineer I (A/V Desktop Support Analyst) 

Location: SFO, C

(1 year)

Rate: $27/hr on 1099 all inclusive


Title: A/V Desktop Support Analyst

Description: This role is on the HQ Techforce AV Support team located in San Francisco. In this role, the main focus will be on audio & video support for all conference rooms across Salesforce offices in San Francisco. This role will also work closely with the Executive Briefing Center (EBC) support team, learning the A/V systems in the EBC and supporting them as needed based on the support team schedule. Extensive work will be done in conjunction with the Network Engineering team and the Global Office Expansion team on the implementation of collaboration services to Salesforce offices. Areas this role will oversee include full operation of all conference rooms, inventory of conference room hardware, documentation of all rooms and locations, as well as collaboration services offered in each room.

Your Impact - Responsibilities:

  • Primary support for Audio/Video solutions
  • Secondary support for the Executive Briefing Center
  • Inventory management of conference room hardware
  • Planning for new room openings with GOE team
  • Implementing collaboration services in conference rooms (Google Chromebox and Cisco TP)
  • Troubleshoot A/V connectivity issues across a variety of technologies
  • Support Security Standards (firewall/patching/network access)
  • Initiate and track service requests with 3rd party vendors
  • Work with Techforce , Infrastructure Operations, Systems Engineering, IT NOC, Security and other teams as needed to identify and resolve issues
  • Participate in on boarding and training any future A/V team members
  • Subject Matter Expert in Audio & Video Technologies

Minimum Qualifications:

  • Familiar with collaboration services, to include Chromebox for Meeting (CfM), GoToMeeting, WebEx, GHO, and Cisco Telepresence
  • Experience with troubleshooting Crestron AV Equipment using Toolbox and XPanel
  • Experience supporting standard security applications in an Enterprise environment (network access control, patch management & remediation.)
  • Understands networking basics, including TCP/IP connectivity, port, and VLAN configuration
  • Experience with support ticket management and tracking
  • Knowledge of Active Directory architecture
  • Demonstrates strong customer service focus, analytical, problem solving and teamwork abilities
  • Provides support and communicates appropriately across multiple levels of the internal organization
  • Prioritizes projects and operations tasks effectively to complete deliverables on time
  • Applies company policies and procedures when completing assigned tasks
  • Takes initiative to work, develop solutions and make technical recommendations independently
  • Follows established procedures on routine tasks, requires instruction only on new assignments and works under the supervision of the A/V Lead and the A/V Manager.
  • Comprehends communication from others; attends to messages from others; correctly interprets messages and responds appropriately
  • Uses verbal and non-verbal inputs to assess understanding of both customers and other IT staff; presents message in various ways to enhance understanding
  • Follows accepted language standards, uses syntax, pace, volume, diction, and mechanics appropriate to the media being used
  • Quickly gains knowledge, understanding, or skill; readily absorbs and comprehends new information from formal and informal learning experiences
  • Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through trial and error
  • Approaches change objectively; treats change and new situations as opportunities for learning or growth


  • Preferred Qualifications:
  • DM Certified Engineer
  • A+, Network+, Security+, MCP or other standard IT support certifications
  • Proven track record in customer service
  • Knowledge of Cisco software and hardware a plus
  • BS in IT, CS or related discipline