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Av Technician, Tech Support Center

3 months ago

Ashburn, United States George Washington University Full time

**Posting Details**:

- I. JOB OVERVIEW**Job Description Summary**:
The AV Technician, Tech Support Center position provides AV technology support in a call center or technology support center environment, with hours that include evening and/or weekend operation, and typically handles Tier I and Tier II requests by users. The position is responsible for the following duties:

- Responds to AV support calls and provides on-site customer training (one-on-one and small group) in classrooms and collaboration and event spaces.
- Reports feedback gathered from customer interaction during support calls and training.
- Provides technology support for special events to include AV equipment setup, testing, operation, and strike-down.
- Trains student wage staff on audiovisual best practices and troubleshooting techniques.
- Performs routine inspection of audiovisual system operation for controlled (and non-controlled) audiovisual and advanced video conferencing systems.
- Monitors audiovisual and IT systems using remote management and monitoring tools.
- Performs intermediate-level service functions as needed to maintain full operational status of AV technology, including evaluation of issues escalated from call center, technology support centers, and customer representatives.
- Replaces audiovisual equipment, conducts signal flow analysis, tests cables, tests audiovisual systems, documents system changes, and repairs audiovisual equipment.
- Documents technical troubleshooting procedures and resolutions for support issues using the incident management tool; Operates and troubleshoots multiple IT platforms (including mobile) and operating systems.
- Acts as a liaison with third-party audiovisual vendors in relation to warranty and technical support questions; Processes return merchandise authorization (RMA) documents for equipment troubleshooting and repair.
- Performs installation duties during audiovisual upgrade projects. This includes performing site surveys, equipment decommission, cable termination, rack building, cable handling and mounting equipment per industry best practice and university policy.
- Recommends opportunities for improvement for customer support and technology upgrades within the technology support centers. This includes internal and external technical operational procedures and classroom technology capabilities.

Performs other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

**Minimum Qualifications**:
**Additional Required Licenses/Certifications/Posting Specific Minimum Qualifications**:
**Preferred Qualifications**:
**Hiring Range**
- $20.77 - $29.04 How is pay for new employees determined at GW?- II. JOB DETAILS**Campus Location**:

- Ashburn, Virginia**College/School/Department**:

- GW IT**Family**
- Information Technology**Sub-Family**
- Audiovisual Technology**Stream**
- Service and Support**Level**
- Level 3**Full-Time/Part-Time**:

- Full-Time**Hours Per Week**:

- 40**Work Schedule**:

- Monday - Friday, 8am - 5pm occasional evenings and weekends.**Will this job require the employee to work on site?**
- Yes**Employee Onsite Status**
- On-campus (in person)**Telework**:

- No**Required Background Check**:**Special Instructions to Applicants**:

- Employer will not sponsor for employment Visa status**Internal Applicants Only?**
- No**Posting Number**:

- S013047**Job Open Date**:

- 05/28/2024**Job Close Date**:

- 05/31/2024**If temporary, grant funded or limited term appointment, position funded until**:
**Background Screening**
- Successful Completion of a Background Screening will be required as a condition of hire.**EEO Statement**:
The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.