AV Services Specialist

1 month ago

Washington, United States Addison Group Full time

Position Summary

The IT Core Foundational Services and Solutions team is in need of an AV Specialist provide onsite AV support and help with building projects. Project support may include conducting physical inventory checks, preparing inventory disposal, or transitioning equipment to the new building. This position is primarily an onsite support role; however, it may also provide webinar support as part of team coverage.

Duties and Responsibilities

MEETING & WEBINAR SUPPORT


• Works closely with staff to produce onsite and multi-site meetings, high-profile events, and online meetings, including communicating with coordinators, completing rehearsals with remote users, and providing direct technical support. Sets and strikes event equipment, including microphones, cables, and computers.

• Provides technical guidance and support for webinar events occurring onsite and offsite, including event planning and coordination, user training, webinar operator support, and troubleshooting with vendors.

• Train staff informally/formally on AV equipment or software use and best practices, acting as a subject matter expert. Assist the AV team with slide decks, user guides, or training materials/videos in conjunction with IT technical training team.

• Efficiently completes and tracks AV requests through Zendesk’s automated work-ticket system, including triaging incidents, and through conference room scheduling software (Resource Central) or project management tools.

• Must follow all health and safety protocols required for COVID-19 precautions.

• This position is primarily an onsite support position.


SYSTEM MAINTENANCE & INFRASTRUCTURE


• Responsible for Tier 1 operation, maintenance, and troubleshooting of AV infrastructure, including integrated teleconference systems, digital signage, desktop computers, displays, VTC systems, AV switchers, and Crestron control systems.

• Develops and performs testing, routine preventative maintenance, and basic equipment repair. Escalates complex issues after extensive troubleshooting to the Operations Manager of AV Services, or AV vendor for resolution when necessary.

• Troubleshoot and carry-out Tier 1 system changes for AV related software (such as webinar platforms, asset management software, and conference scheduling system).

• Conduct physical inventory checks, prepare inventory disposals or transitions to a new space, and update assets in the asset management system.


PROJECT & ADMINISTRATIVE SUPPORT


• Provides project support to the Associate Director, Audio-Visual & Webinar Services, for delivery of AV system installations and software, including timeline tracking, vendor relationship, administrative paperwork, meeting notes, defect tracking, and system verification processes.

• Provides and assists with the creation of technical documentation, policies, and procedures.

• Assists with updating AV SharePoint sites for internal teams and staff use.

• Assists with AV vendor site visits.

• Works with Associate Director, Audio-Visual & Webinar Services, to lead continuous improvement projects. Stays abreast of AV technologies and provides input to Operations Manager, AV Services, for future system development and AV strategy planning.

• Assists the Associate Director, Audio-Visual & Webinar Services, in other duties as required.


Required Skills

  • Understanding of conference room audio-visual systems, desktop hardware and software, and technical troubleshooting steps.
  • Understanding of webinar features and best practices with leading webinar products such as Zoom, GoToWebinar, GoToMeeting, WebEx, etc.
  • Technologically savvy, displaying a willingness to seek out technology solutions to event and business challenges.
  • Works well under pressure and is a quick learner in a fast-paced environment.
  • Excellent time management skills and organizational skills. Can manage multiple tasks/projects simultaneously.
  • Proficient at using Excel, MS Projects, Smartsheet, or other project management tools to update records.
  • Excellent customer service and interpersonal skills, as this position requires interaction with all levels of staff.
  • Excellent written and verbal communication skills
  • Experience working hands-on with users for training/troubleshooting.
  • Experience working with vendors to resolve issues.
  • Experience with documentation (for internal and external use).
  • Ability to explain technical concepts in concise, easy-to-understand language for end-users.
  • Ability to facilitate quick resolutions or workarounds when necessary.
  • Ability to move furniture and/or other equipment for room setups. Assist with tracking and moving inventory and/or asset disposal processes.
  • Ability to give instructions and troubleshoot issues remotely.
  • Ability to read architectural drawings and diagrams preferred but not required.

Required Experience

  • 1-5 years of experience as AV technician or specialist supporting AV systems, AV hardware, and teleconference or VoIP systems. This includes connecting laptops/room desktop PCs to room displays, setting up microphones, hosting or joining webinars, and using VTC codecs or webcams. (Similar experience may be substituted if relatable to AV industry.)
  • 1-5 years of experience supporting onsite, virtual, and/or hybrid meetings directly with users. (Similar experience may be substituted if relatable to AV industry.)
  • Experience with logistical support of webinars and teleconferences.
  • Experience training users on software, hardware, or conferencing platforms (ex: Microsoft Teams,
  • Zoom, GoToWebinar, GoToMeeting, Webex, etc.).
  • Proficient using Microsoft Office (Word/Outlook/Excel/PowerPoint). Experience with SharePoint and working in an Office 365 environment preferred.
  • Experience with a ticketing system (e.g., Zendesk, Remedy, ServiceNow).
  • Experience with conference scheduling system preferred (e.g., Resource Central, EMS, MeetingPlanner, Crestron).
  • Experience working with vendors to resolve issues or test for required deliverables.
  • Experience managing or supporting multiple projects to great success and ensuring project goals are met within the specified deadline(s).
  • Experience with technical documentation (for internal and external use).
  • InfoComm CTS certification(s) is a plus, but not required
  • CompTIA A+ and/or Microsoft Certified Professional (MCP) certification(s) is a plus, but not required.
  • Experience working with a content management system for digital signage is a plus, but not required.
  • Experience working for non-profit is a plus, but not required.
  • Bachelor's degree (or equivalent experience) in Information Technology, Computer Science, Communications, or other related multimedia or technical fields.

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