Analyst, Video Conferencing

Job Location: Hershey, PA

ROLE OVERVIEW:

The Analyst Video Conferencing Technology is responsible for supporting, maintaining, and optimizing enterprise video conferencing platforms and meeting room technologies. This role ensures reliable, high-quality virtual collaboration experiences by providing technical expertise, user support, and continuous improvement of conferencing solutions across the organization. The Analyst also contributes to strategic AV initiatives, supporting enhancements in broadcasting, digital signage, and conference room technology in line with company goals for improved engagement, professional presentation, and operational efficiency.

ACCOUNTABILITIES:

• Provide day-to-day support for video conferencing platforms (e.g., Microsoft Teams, Zoom), including troubleshooting, user assistance, and issue resolution.
• Monitor and maintain the performance of video conferencing systems and integrated meeting room technologies to ensure uptime and quality.
• Assist in the deployment and configuration of conferencing hardware and software across global meeting spaces.
• Collaborate with IT, facilities, and vendors to support AV integrations and ensure consistent user experiences.
• Document support procedures, create user guides, and contribute to training initiatives to improve adoption and reduce support requests.
• Support the implementation of AV equipment refresh cycles, digital signage, and wayfinding solutions, ensuring technology remains current and reliable.
• Participate in pre-event site assessments and post-event reviews to optimize AV setup and service delivery for both on-site and remote events.
• Engage with stakeholders (e.g., Corp Comm, event organizers) to clarify requirements, communicate service levels, and contribute to continuous improvement of AV services.

QUALIFICATIONS:

• Technical Knowledge of Conferencing Platforms: Strong understanding of video conferencing tools such as Microsoft Teams, Zoom, and related hardware (e.g., cameras, microphones, room systems). Ability to configure, support, and troubleshoot these technologies in a corporate environment.
• Customer Service Orientation: Demonstrates a user-first mindset with the ability to communicate clearly and empathetically. Builds trust by resolving issues efficiently and providing proactive support.
• Problem Solving & Root Cause Analysis: Uses analytical thinking to identify, diagnose, and resolve technical issues. Applies structured troubleshooting methods and escalates appropriately when needed.
• Collaboration & Teamwork: Works effectively with cross-functional teams including IT, facilities, and external vendors. Shares knowledge and contributes to a positive, solutions-focused team culture.
• Adaptability & Learning Agility: Stays current with evolving conferencing technologies and best practices. Quickly adapts to new tools and processes while continuously seeking ways to improve service delivery.
• Continuous Improvement: Proactively identifies opportunities to enhance AV processes, technology adoption, and service reliability in alignment with company strategy.

Experience & Education:
Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. Equivalent experience may be considered in lieu of a degree.
Experience: 0-3 years of experience supporting video conferencing technologies in a corporate or enterprise environment. Experience with Microsoft Teams Rooms, Zoom Rooms, or similar platforms is preferred.

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