Digital Collaboration Analyst

Location: Lutz, FL / Tampa Bay Area
Work Arrangement: Onsite
Contract Length: 6 Months
Employment Type: Contract

Position Summary

We are seeking a Digital Collaboration Analyst to provide day-to-day technical support for enterprise collaboration, unified communications, and workplace technology platforms.

The ideal candidate will have hands-on experience troubleshooting collaboration technologies, managing users and devices, supporting conference rooms and audiovisual systems, and resolving incidents and service requests. This position works closely with senior IT team members, vendors, and internal technology teams to maintain reliable and effective communication services.

Key Responsibilities

• Provide Tier 2/Tier 3 technical support for enterprise collaboration and unified communications technologies.
• Troubleshoot and resolve incidents and service requests related to collaboration platforms and endpoints.
• Perform user administration, account configuration, provisioning, and troubleshooting.
• Support deployment, maintenance, upgrades, testing, and validation of collaboration technologies.
• Support Microsoft Teams, Microsoft 365, Cisco collaboration platforms, and Webex environments.
• Troubleshoot conference room technology, video conferencing systems, AV equipment, digital signage, and collaboration endpoints.
• Support mobile devices and enterprise Apple iPhone environments as needed.
• Coordinate with vendors and internal IT teams to investigate and resolve technical issues.
• Monitor and troubleshoot connectivity and communication issues involving VoIP, SIP, and networking fundamentals.
• Use ITSM tools to document, track, and resolve incidents and service requests.
• Create and maintain technical documentation, knowledge articles, troubleshooting procedures, and user instructions.
• Assist with testing and validating system changes, upgrades, configurations, and new collaboration features.
• Provide strong customer service and communicate technical issues and resolutions effectively.

Required Qualifications

• 3–5 years of experience supporting enterprise collaboration, unified communications, or IT infrastructure technologies.
• Hands-on experience supporting one or more of the following:
  • Microsoft Teams
  • Microsoft 365
  • Cisco Unified Communications Manager (CUCM)
  • Cisco Unity Connection
  • Cisco Webex
  • Cisco Jabber
  • Contact Center platforms
  • Apple iPhone/mobile device management
  • Video conferencing and conference room technologies
  • Audio/Visual systems
  • Digital signage
• Experience troubleshooting technical issues using established troubleshooting methodologies.
• Working knowledge of VoIP, SIP, and networking fundamentals.
• Experience working with ITSM/IT service management tools.
• Strong documentation, communication, customer service, and problem-solving skills.

Preferred Qualifications

• Experience supporting Microsoft Teams Voice and enterprise collaboration services.
• Familiarity with Contact Center technologies.
• Experience supporting mobile devices and MDM platforms.
• Experience supporting conference rooms, AV systems, and video conferencing environments.
• Experience coordinating technical issues with third-party vendors.
• Associate degree in Information Technology, Computer Science, or a related field.

Ideal Candidate

The ideal candidate is a hands-on collaboration/Unified Communications support professional who can troubleshoot enterprise communication technologies and provide effective Tier 2/Tier 3 support.

Strong candidates may come from Microsoft Teams, Cisco UC, Webex, Contact Center, AV/conferencing, or enterprise collaboration support backgrounds. The role does not require expertise across every listed technology; solid experience in one or more major collaboration platforms is valuable.

Work arrangement: This is an onsite Tampa/Lutz-area position.