Job title: Associate IT Customer Support Facilitator – Zoom Technical Assistant
Company: Washington State
Job description: Description
Screening will begin immediately; therefore, we encourage you to submit your application materials as soon as possible. The hiring manager reserves the right to close the posting once a selection has been made.
The Opportunity
The Legislative Service Center, also known as LEG-TECH, is the dedicated technology solutions provider for the Washington State Legislature. We are a team of highly competent technology professionals committed to consistently meeting or exceeding customer and team expectations with innovative products and services. Our team is passionate about technology, and we aim to provide a world-class experience in IT customer service. Whether it includes back-end infrastructure services, hardware and software troubleshooting, application development, supporting our hybrid cloud and on-premises environment, direct front-line customer support, service desk, or training, we support a connected Legislature!
We seek a full-time Customer Support Facilitator – Zoom Technical Assistant to join our Customer Support Group (CSG). The Customer Support Group is tasked with providing solutions to the Legislature, including remote connectivity for committee hearings and legislative floor activity. During hearings and floor sessions, it is the primary job of the Technical Assistant (TA) to directly support these activities. In this position, you will provide key Zoom hosting and troubleshooting support to LEG-TECH customers.
Outside of hearings and floor sessions, the TA performs various duties as assigned to support the work of the LEG-TECH Committee & Hybrid Support and Service Desk teams and provides related technical assistance to the committees and staff of the Legislature. The TA will work with committees, staff, and members to train them how to use Zoom for meetings and hearings. Documentation, testing, reporting, training future TAs, Zoom recording administration, hardware assistance, and inventory management are examples of the diversity of work this role performs. Providing additional Service Desk coverage when hearings are not occurring is another task for this position. From assisting our state lawmakers with joining a virtual committee hearing to supporting innovative technology solutions, every day brings fresh challenges. Are you ready to hit the ground running?
Our Mission & Vision
We are a non-partisan technology solutions provider, providing end-to-end enterprise solutions to the legislative branch of Washington State. Our mission is to create a seamless, digitally connected Legislature serving the citizens and the legislative branch of Washington State. We focus on satisfied customers, happy team members, and continuous improvement while working with contemporary, leading-edge technologies. Our vision is to provide a gold-standard experience to our customers and our team using organizational agility and applied continuous learning. Our work is engaging and rewarding.
Duties
You will have an opportunity to:
- Provide technical support for virtual committee hearings and floor sessions as the Zoom host.
- Provide late-night coverage of the House or Senate floor sessions as the Zoom host.
- Troubleshoot technical issues with legislative members, staff, and presenters attending virtual committee hearings and floor sessions.
- Provide technical expertise around microphones, cameras, audio, and computer systems.
- Facilitate public testimony by managing Zoom attendees and promoting when needed.
- Monitor virtual committee hearings to ensure the security, dependability, and transparency of the legislative committee process.
- Ensure that committee hearings are recorded using Zoom cloud recording and streamed to YouTube.
- Communicate with colleagues on Microsoft Teams to share your knowledge and leverage support.
- Demonstrate your commitment to world-class customer service by providing timely resolutions to complex customer issues.
- Provide Tier 1 Hearing Room support of AV systems.
- Ensure off-site committee hearings have audio reinforcement and recording as needed.
- Provide support and maintenance of the Zoom Room infrastructure.
- Provide backup for Committee & Hybrid support team member roles.
- Provide backup Tier 1 customer support with the Service Desk team.
Qualifications
Our Ideal Candidate
- Combines enthusiasm with a passion for technology.
- Displays knowledge, interest, and aspiration to be an expert in video conferencing technologies.
- Demonstrates excellent people skills and sensitivity when working with a diverse group of customers who may have different or competing needs.
- Can multi-task with composure while dealing with multiple simultaneous customer issues and priorities in a fast-paced virtual environment.
- Is organized and methodical, yet flexible enough to handle shifting priorities in situations that are not clear-cut.
- Conveys a professional demeanor in dress, appearance, and attitude, along with strong verbal and written communication skills.
- Is team oriented and confident to reach out when help is needed.
Qualifications
- Advanced knowledge and experience of Zoom’s video conferencing products: Zoom Meetings and Zoom Webinars.
- Strong troubleshooting skills on multiple devices, such as microphones, cameras, and audio outputs needed for video conferencing.
- Organizational skills with a high attention to detail.
- Ability to work well with others and maintain a positive, professional demeanor while working in a fast-paced, high-pressure legislative environment.
- Strong verbal and listening skills; can move patiently but efficiently at the speed of different clients.
- Strong computer troubleshooting skills and patience; can recognize patterns from limited information.
- Proficiency in Microsoft Office suite and Outlook. Knowledge of Teams is a plus.
- Ability to work independently in a fast-paced, team environment, and take direction from others.
Other Requirements
- Extended hours or weekend work during the legislative session, special session, and/or pre-session preparations may be required.
- Must be a resident of Washington State or willing to relocate.
Note
This position requires a regular in-person presence on the Capitol Campus, especially during the legislative session. However, there are frequent opportunities for remote work. Developing rapport with our team and customers is critical in this role.
Supplemental Information
Salary Range
The starting salary range for this position is $63,060 – $77,508 annually, depending on experience and qualifications.
Employee Benefits
LEG-TECH offers a comprehensive benefits package including medical, dental, life, and long-term disability insurance; vacation, sick, military, bereavement, and civil leave; eleven paid holidays per year; a state retirement plan; deferred compensation; healthcare flexible spending account; and tuition reimbursement.
If interested, submit:
- A letter of interest describing applicable qualifications and experience.
- A résumé detailing the names of employers, length of employment, position titles, and scope of responsibilities.
- A list of three professional references (name, phone number, and email), including your most recent supervisor.
Submit paperwork to:
Legislative Service Center (LEG-TECH)
Attn: Personnel
106 11th Ave. SW, Suite 2400
Olympia, WA 98501
or e-mail to: You are welcome to provide your preferred pronouns with your name in your application materials to ensure we address you appropriately throughout the application process. Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact LEG-TECH at .
LEG-TECH (Legislative Service Center) is an Equal Opportunity Employer. We are committed to maintaining a respectful workplace and building an inclusive workplace that reflects the diversity of the state we serve.
To find out more about LEG-TECH, please visit our .
Expected salary: $63060 – 77508 per year
Location: Olympia, WA
Job date: Wed, 13 Mar 2024 03:41:14 GMT
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