53484: Columbus, OH – IT – DRC – Help Desk Analyst 1/HDA1

Job Role:  HDA1

Will close to submissions: Monday, 5/14 at 10:00am EST
Interviews: InterviewStream (recorded interview)

Job Description:
ODRC Video Support Center expects a person with a good fundamental knowledge of videoconferencing, including infrastructure and endpoints. This person should be able to perform efficiently under pressure to provide prompt assistance to our internal and external customers, being mindful of both general network security as well as prison security considerations. There is a heavy emphasis on scheduling conferences and resolving conflicts. There are after hours conferences that need covered on a rotating basis.

• Assist with day to day management of videoconferencing operations for multisite videoconferencing network.
• Good customer service and interpersonal relationship skills.
• Focus on prompt attendance and execution of duties.
• Provide analytical and troubleshooting support for video endpoints and networks that utilize both fiber and T1 connectivity.
• Schedule a large number of videoconferences.
• Support conference room meetings, point-to-point and multipoint (bridge) video teleconferences.
• Process videoconferencing requests and issues via telephone and email.
• Configure and maintain network hardware (codecs, multi-point bridge) and network software.
• Assist with infrastructure and endpoint installation.
• Prefer experience with Polycom, Cisco and Tandberg infrastructure and endpoints.
• Provide limited audio/video support for management off-site activities.
• Maintain strict confidentiality for all videoconferencing activities.
• Some afterhours on call support for videoconferences.
• Report operational and technical issues to managers.
• Act as a liaison between outside entities and ODRC to facilitate good working relationships for videoconferencing.

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