Support Specialist - Virtual Meeting

Job Description

Job Description

Virtual Meeting Support Specialist

Location: Rockville, MD (Onsite)

 

Why CMCI?

 

CMCI provides management consulting and IT services that empower enterprises to achieve their business goals in today's highly competitive market. Our goal is to seamlessly integrate into each customer's organization to fully understand their business and technology needs. This approach allows us to quickly deliver high quality solutions while achieving the highest level of customer satisfaction on time and within budget. By choosing CMCI, you are choosing a company that can deliver on business outcomes and mission needs in the most cost-effective manner and without sacrificing capability. As a part of CMCI's culture of loyalty and commitment to its employees, CMCI is committed to providing a tremendous career path by promoting employees to their highest potential.

 

Job Description:

Provides advanced technical and operational support for large-scale virtual meetings and collaboration platforms. This role ensures execution, technical stability, and accessibility of high-visibility virtual meetings conducted primarily through Zoom and Microsoft Teams. The Senior Virtual Support Technician will coordinate with meeting hosts, provide live event support, troubleshoot technical issues, and maintain detailed documentation within ServiceNow to support service delivery, reporting, and continuous improvement. The position requires strong technical troubleshooting capabilities, experience supporting large enterprise virtual events, and the ability to work directly with senior stakeholders in a fast-paced federal environment.

 

Basic Responsibilities:

§ Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.

§ Minimum 5 years of experience providing supporting enterprise virtual meeting platforms or collaboration technologies.

§ Ability to obtain and maintain a federal Public Trust (Tier 2) background investigation and HHS PIV credential.

§ Preferred Qualifications (At least one of the following certifications is required):

o CompTIA Network+

o CompTIA Security+

o ITIL 4 Foundation

Knowledge, Skills, and Abilities

§ Large-Scale Virtual Meeting Operations: Demonstrated expertise in planning, coordinating, and supporting large-scale virtual meetings and events involving hundreds to thousands of participants across federal stakeholders, partners, and external audiences.

§ Zoom for Government and Microsoft Teams Administration: Advanced knowledge of configuring and managing enterprise collaboration platforms including Zoom for Government and Microsoft Teams, supporting webinars, large meetings, breakout sessions, polls, Q&A, recordings, and participant management.

§ Live Virtual Event Technical Support: Ability to provide real-time technical oversight during live meetings, including launching events, monitoring platform performance, managing participant interactions, and quickly resolving audio/video or connectivity issues.

§ Virtual Meeting Pre-Event Coordination: Skill in conducting pre-meeting planning sessions with meeting hosts to confirm event requirements, attendee expectations, meeting features, and technical configurations necessary for successful event delivery.

§ Participant Support and Training: Ability to guide meeting participants and hosts on platform features such as joining meetings, enabling audio/video, chat participation, screen sharing, polling, and Q&A tools.

§ ServiceNow Ticket Management and Documentation: Experience managing meeting support requests through ServiceNow, including ticket creation, documentation of meeting requirements, tracking issues, recording resolutions, and maintaining accurate support records.

§ Technical Troubleshooting for Collaboration Platforms: Expertise diagnosing and resolving issues involving virtual meeting platforms, including connectivity issues, platform configuration errors, audio/video performance problems, and participant access challenges.

§ Tier 1 and Tier 2 Platform Support: Ability to provide multi-tier support for enterprise collaboration tools, including troubleshooting user issues, resolving technical incidents, and coordinating escalations with platform vendors or Microsoft 365 support teams when necessary.

§ After-Action Reporting and Meeting Analytics: Skill in compiling detailed after-action reports capturing meeting recordings, participant attendance data, chat logs, poll results, Q&A summaries, transcripts, and operational observations.

§ Operational Reporting and Trend Analysis: Ability to support development of monthly operational summaries that track supported meetings, recurring technical issues, platform usage trends, and service improvement opportunities.

§ Knowledge Management and Process Improvement: Ability to create and maintain knowledge base articles documenting recurring issues, troubleshooting procedures, and best practices for virtual meeting operations.

§ Stakeholder Coordination and Customer Support: Strong customer service and communication skills with the ability to interact effectively with federal leadership, program offices, and external stakeholders to ensure successful virtual event delivery.

Tools and Technology Requirements (May not be exhaustive)

§ IT Service Management: ServiceNow (incident, request, knowledge base, reporting, and ticket documentation)

§ Virtual Meeting Platforms: Zoom for Government and Microsoft Teams (webinars, large meetings, breakout rooms, polling, Q&A, recordings)

§ Microsoft 365 Productivity Suite: Outlook, SharePoint, Excel, PowerPoint, Teams

§ Reporting and Analytics: Microsoft Excel, PowerPoint, ServiceNow dashboards, platform usage analytics from Zoom and Microsoft Teams

§ Meeting Data and Documentation: Zoom and Teams meeting reports (attendance reports, chat logs, poll results, transcripts, and recordings)

§ Knowledge Management: ServiceNow Knowledge Base and internal documentation repositories

Note: This is not an exhaustive list. Tools and technologies may vary by project and evolve over time. The ideal candidate demonstrates flexibility and the ability to lead teams regardless of the specific platform.

 

Clearance : Must have the ability to obtain a Public Trust clearance, at minimum

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

 

\nCompany Description

CMCI provides management consulting and IT services that empower enterprises to achieve their business goals in today's highly competitive market. Our goal is to seamlessly integrate into each customer's organization to fully understand their business and technology needs. This approach allows us to quickly deliver high quality solutions while achieving the highest level of customer satisfaction on time and within budget. By choosing CMCI, you are choosing a company that can deliver on business outcomes and mission needs in the most cost-effective manner and without sacrificing capability. As a part of CMCI's culture of loyalty and commitment to its employees, CMCI is committed to provide a tremendous career path by promoting employees to their highest potential.

Company Description

CMCI provides management consulting and IT services that empower enterprises to achieve their business goals in today's highly competitive market. Our goal is to seamlessly integrate into each customer's organization to fully understand their business and technology needs. This approach allows us to quickly deliver high quality solutions while achieving the highest level of customer satisfaction on time and within budget. By choosing CMCI, you are choosing a company that can deliver on business outcomes and mission needs in the most cost-effective manner and without sacrificing capability. As a part of CMCI's culture of loyalty and commitment to its employees, CMCI is committed to provide a tremendous career path by promoting employees to their highest potential.