Video Support Specialist

About the Role

Our Client is seeking a dedicated Video Support Specialist to join their help desk team. The role focuses on managing and troubleshooting videoconferencing requests across a multi‑site network, ensuring seamless communication for internal and external stakeholders. You will work in a fast‑paced environment, handling high volumes of conference scheduling and providing real‑time support for video endpoints and fiber networks. Your contributions will directly impact the organization’s ability to conduct efficient virtual meetings and maintain operational continuity. This position offers an opportunity to develop expertise in video technology while collaborating with cross‑functional teams.

Key Responsibilities

• Process and schedule videoconference requests, managing a high volume of bookings and ensuring timely setup.
• Provide real‑time troubleshooting and support for video endpoints, including Polycom and Cisco devices.
• Maintain and monitor the multisite videoconferencing network, addressing issues via telephone and email.
• Assist with day‑to‑day operations of the video system, including resource allocation and endpoint management.
• Collaborate with multiple teams to coordinate meeting logistics and resolve technical challenges.
• Document and report operational and technical incidents to management, contributing to continuous improvement.
• Support conference room meetings, point‑to‑point and multipoint video teleconferences.
• Maintain strict confidentiality of all videoconferencing activities and data.
• Provide limited audio/video support for off‑site management activities.
• Utilize Microsoft Office 365 tools to manage schedules, communications, and documentation.

Required Skills & Experience

• Minimum 2 years of experience in video support or help desk roles, with a proven track record of managing large volumes of conference requests.
• Strong proficiency in Microsoft Office 365, including Outlook, Teams, and SharePoint for scheduling and communication.
• Hands‑on experience with Polycom RMX, Resource Manager, and Polycom or Cisco endpoints.
• Knowledge of fiber network fundamentals and troubleshooting techniques.
• Excellent written and verbal communication skills, capable of providing clear instructions and support to users.
• Ability to work effectively across multiple teams and handle concurrent support tickets.
• High school diploma or equivalent required; a 4‑year college degree is preferred.
• Demonstrated ability to maintain confidentiality and adhere to security protocols.

Tools & Technologies

• Microsoft Office 365 (Outlook, Teams, SharePoint)
• Polycom RMX and Resource Manager
• Polycom and Cisco video endpoints
• Fiber network infrastructure
• Video conferencing scheduling and management tools
• Standard help desk ticketing systems (e.g., ServiceNow, Jira)

Work Schedule & Duration

• Full‑time, in‑person work arrangement at the London, Ohio office.
• Contract period: September 7, 2026 – June 30, 2027 (approximately 10 months).
• On‑site presence required; no hybrid or remote options.

Interview Process

The selection process typically includes an initial phone screening, followed by a technical interview focused on video support scenarios, and a final interview with the help desk manager. Candidates may be asked to demonstrate troubleshooting skills and discuss past experience with videoconferencing systems.

Position Details

• Employment Type: Contract
• Duration: Approximately 12 months (with potential for extension)
• Work Authorization: Must be authorized to work in the United States