Technical Support Specialist

Position: Technical Support Technician (Audio/Visual)

Salary Range: Dependent upon experience

Contract: 2 years

Work Location: Oak Ridge, TN (Y-12 Facility)

KeyLogic is seeking a customer-focused Audio Visual / IT Support Specialist to support conference room technologies, videoconferencing systems, and end-user technical needs in a fast-paced, technically demanding environment.

This role is ideal for someone who enjoys solving problems, working directly with customers, and supporting modern collaboration technologies in both classified and unclassified settings.

Key Responsibilities


* Schedule, set up, and support conference room equipment for audio/visual teleconferencing


* Coordinate and manage video teleconference (VTC) meetings across multiple rooms


* Open and close classified conference rooms in accordance with required security procedures


* Provide technical support via phone, email, chat, remote connection, and in person


* Troubleshoot and resolve hardware, software, connectivity, and telecommunications issues


* Document incidents, updates, and resolutions using service management tools


* Escalate unresolved issues appropriately while maintaining ownership through resolution


* Coach and support end users on proper use of tools, systems, and equipment


* Maintain working knowledge of company systems, policies, and procedures impacting the user environment (IT, HR, finance, cybersecurity, technical security)


* Support emergent issues and adapt quickly as new technologies and equipment are introduced

Required Qualifications


* Experience supporting videoconferencing systems, mobile devices, telecommunications, and audio-visual equipment


* Experience troubleshooting Automated Information Systems (AIS) hardware and software


* Strong IT troubleshooting skills with a customer-first mindset


* Excellent written and verbal communication skills


* Ability to clearly explain technical details to non-technical users


* Strong time management skills and ability to manage multiple tickets simultaneously


* Comfortable working in a fast-paced, technically demanding environment


* Strong problem-solving and decision-making abilities, particularly in situations impacting business operations

Preferred Experience


* Experience supporting classified environments


* Familiarity with service management/ticketing systems


* Experience working in enterprise or government environments

See Job Description