Emory

Meeting Technology Specialist (TFGH)

Job Number
74684
Job Type
Regular Full-Time
Division
Affiliated Organizations
Department
Task Force for Global Health
This position may involve the following Health and Safety issues:
Not Applicable
Job Category
Information Technology
Location : Name
Task Force for Global Health
Campus Location (For Posting) : Location
US-GA-Decatur

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Description

The Meeting Technology and Application Support Specialist is responsible for delivering an exceptional video conference and technology meeting experience to all employees at Task Force for Global Health (TFGH). Provides daily operational and technical support of meetings, including video conferences and virtual meetings via RingCentral and Zoom. Performs application support responsibilities. Collaborates with the Help Desk to respond to daily requests, break/ fix and meeting support tickets via TFGH's internal FreshService ticketing system and email.

 

TFGH BACKGROUND: The Task Force for Global Health, based in Atlanta and founded nearly 40 years ago to advance health equity, works with partners in more than 150 countries to eliminate diseases, ensure access to vaccines and essential medicines, and strengthen health systems to protect populations. Expertise includes neglected tropical diseases and other infectious diseases; vaccine safety, distribution and access; and health systems strengthening. For more information, visit www.taskforce.org.

 

ITST BACKGROUND: Information Technology plays a vital and ever-expanding role in the TFGH mission. The TFGH information technology environment is highly distributed and diverse, with leadership and coordination from the Chief Information Officer (CIO) and direct report units. The TFGH Information Technology Services Team (ITST) is responsible for all aspects of information technology services from help desk services to digital transformation. ITST aims to allow team members flexible work arrangements and align responsibilities with their IT areas of interest based on the organization needs. The ITST operates as a collaborative unit with a servant leader culture that empowers direct reports with the tools they need to be successful.

 

JOB DESCRIPTION:

 

Meeting and Conference Support – 80%

  • Collect requirements from Task Force programs/users and configure unified communications (phone, video meetings, webinars, and messaging) systems based on users’ requirements.
  • Research, document, and implement trends/best practices unified communications and virtual event/conferencing systems for the organization.
  • Serve as the unified communications and any other conference system administrator.
  • Create conference room user guides, video tutorials and room technology specifications documentation for both technical and non-technical users.
  • Conduct unified communications and virtual event platforms training sessions to new and existing users.
  • Provide assistance (onsite, remote) and coordination of meetings(internal, external) including video conferencing calls setup, configuration, and optimization.
  • Provide technical support for web/audio collaboration tools such as RingCentral, Zoom, and Google Meet.
  • Accurately document instances of hardware failure, repair, installation, upgrade, and equipment removal in the ticketing system.
  • Act as the first point of escalation/contact to the IT support staff to provide technical guidance, immediate onsite support and help resolve multimedia related issues.
  • Work with teams and/or individual staff involving the integration of multimedia technology into Google Workspace applications.
  • Collaborate with other IT staff to help cross train to ensure back up support resources when competing onsite support requirements are required at multiple locations.
  • Develop and maintain standard operating procedure (SOP) documentation for meeting support functions.

 

Application Support – 20%

  • Analyzes customer requests and determines best courses of action, resolves issues, answers questions efficiently, and improves IT applications and services processes to achieve the highest efficiency and user satisfaction
  • Coordinates tasks to facilitate current state analysis, future state design, requirements definition, and logical design sessions (trainings and workshops) for international or domestic workgroups
  • Provides support to organization-wide standard applications
  • Develops/writes/produces/maintains instruction documents, videos, and web-based guides to promote user self-service
  • Provides on-call and after-hours support emergency situations and application problems affecting a large number of users
  • Collaborates with IT business analyst and other application support staff to design, configure, implement, maintain, and support applications.
  • Collaborates with IT help desk team on IT projects
  • Learn The Task Force for Global Health’s methodologies for project management.
  • Work with all areas of Information Systems to improve processes, communication and support.
  • Collaborate with management to develop meeting technology strategies to support the needs of the organization.
  • Participates fully as a member of the Task Force for Global Health by contributing, assisting and participating in projects, activities, and initiatives as requested by management.


TRAVEL: Less than 10% domestic and/or international travel

 

MINIMUM QUALIFICATIONS:

  • Three years of meeting support experience OR a bachelor's degree in information technology area and one year of meeting support experience.

PREFERRED QUALIFICATIONS:

  • Three or more years of meeting support experience.
  • Two or more years of application analyst responsibilities.
  • Professional knowledge about meeting technology trends.
  • Bachelor’s degree information technology area.
  • Motivated to learn and to implement solutions to help customers work more efficiently.
  • Strong customer service, ability to directly converse with all levels of the organization, and comfort with large audiences is essential to this position.

NOTE: This role will be granted the opportunity to work from home temporarily during the COVID-19 pandemic, with intent to return to an Emory University location in the future. Emory reserves the right to change this status with notice to employee.

Emory Supports a Diverse and Inclusive Culture


Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322.

Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.

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