Unified Communications Associate

Position Title: **Unified Communications Associate** Reports to: **Desmond Bell** Reporting to this position: **N/A** Assignment: **United States Agency for Global Media** **Job Description** Immersive Concepts is seeking a full-time Unified Communications Associate to support the USAGM project. This role combines hands‑on technical troubleshooting with leadership, process improvements, and a strong focus on customer service & quality. **Responsibilities** - Serve as the SME on Conference room operations - Manage hardware lifecycle tasks including tracking, light maintenance, and inventory. - Serve as Zoom SME / ADHOC Support & License monitoring - Proactive research and evaluation of new technology, processes or initiatives to expand or enhance the usage and delivery of AV/VTC services - Provide Follow-up trainings post IC improvements with client or end-user - Conference Room Facilitator (Client Interaction & Support) - Onsite maintenance (within scope, major PMI’s submit Service Tickets) - Develop & Maintain Checklist Documentation - Maintain Weekly reporting documentation - Vendor relations and meeting preparation - CSR Admin/ Documentation Support: i.e. service tickets, pricing, quotes, etc - Troubleshoot and resolve escalated technical issues or submit service tickets as needed - Conduct analyses, optimize functionality, evaluate A/V services and resolve delivery issues - Organize, prioritize, and assist with daily technical support - Provide comprehensive end-user support and routine maintenance for audio-visual (A/V) and video teleconferencing electronic devices, systems, and services; identify, diagnose and troubleshoot system malfunctions and defects. - Assist with device imaging, deployment, updates, and basic repairs. - Help maintain IT equipment inventory and asset tracking - Troubleshoot service-related issues with the telecommunications vendor to resolve routing and technical issues - Create and maintain Standard Operating Procedures (SOPs) for IT workflows **Basic Qualifications:** HS Diploma IT Bachelors Degree (Preferred) 6+ years of relevant experience Strong experience with Windows-based software and current operating systems, VTC systems, and A/V equipment. Demonstrate strong customer service skills. Flexible work schedule to provide support as necessary Ability to independently set-up, diagnose, troubleshoot and resolve end-user questions in the following VTC areas of support. **About Immersive Concepts:** Immersive Concepts, LLC is a minority-owned 8(a) and HUBZone-certified multi-discipline consulting firm. We pride ourselves in providing a broad range of top quality services to our customers including IT Strategic Management Consulting, Unified Communications, Technical Innovation Services, Audio Visual Design and Integration, Relocation Services, and Construction. Our diverse team of highly trained, experienced and dedicated professionals bring years of experience to every project and are poised to accept and tackle the most challenging of client requirements in any field. Immersive Concepts focuses on developing it's services and products in two ways, by creating specialized solutions designed to meet our clients’ needs based on assessment results; and delivering a quality product or service that fulfills that requirement. In meeting each goal, Immersive Concepts is dedicated not only to the resolution of complex problems but also to providing quality and timely service. While Immersive Concepts offers a broad range of services, we provide just one standard performance: Excellence Immersive Concepts is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories. As a government contractor, Immersive Concepts abides by the following provision. **Pay Transparency Nondiscrimination Provision** The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay…