AV Support Specialist

2 weeks ago

Blacksburg, Virginia, United States Virginia Jobs Full time

Job Overview

The main responsibility of this role is to deliver user assistance and technical support for audio-visual systems within designated locations as part of the support team for the Classroom AV Services department.

This position will engage proactively and reactively with faculty throughout the academic year to facilitate their use of the AV systems managed by the department.

Regular testing of AV systems in specific areas will be conducted to ensure optimal functionality. Some furniture rearrangement may be necessary to prepare classrooms for faculty and students. Preventative maintenance will be routinely performed during system evaluations. This role will focus primarily on the Connected Classrooms supported by the department.

The individual in this position will be tasked with diagnosing classroom issues related to hardware as reported by Tier 1 Technicians, identified during routine assessments, or communicated by end users.

All reported issues must be addressed promptly.

If a problem is linked to equipment failure, the technician will be responsible for replacing the defective unit with a functioning one and verifying the system's complete operation.

All incidents and actions taken should be documented within the department's ticketing system. Additionally, any updates to product inventory must be recorded in the department's asset management system.

Key Responsibilities:

  • Deliver exceptional customer service to end users in both proactive and reactive manners.
  • Conduct periodic assessments of AV systems to confirm they are operating correctly.
  • Provide support and guidance to Tier 1 Technicians.
  • Serve as a subject matter expert for the AV systems under our care.
  • Perform regular preventative maintenance on AV systems.
  • Accurately create and update help desk tickets.
  • Troubleshoot any reported or identified issues in the assigned support areas.
  • Assist with Connected Classroom support through user training and troubleshooting.
  • Maintain an accurate inventory of system components as necessary.
  • Install AV components when required and conduct thorough testing post-installation.
  • Support in-house AV installations as needed.
  • Ensure classroom environments are prepared for faculty and students.

Required Qualifications:

  • Experience in the audio-visual industry.
  • Background in customer support related to AV systems.
  • Proficiency in troubleshooting AV components and systems.
  • Experience in documenting issues and resolutions through a ticketing system or email.
  • Effective communication skills in both oral and written forms.
  • Ability to perform well in high-pressure situations.
  • Familiarity with Windows, Mac, iOS, and Android operating systems.
  • Demonstrated capability to work collaboratively and independently to meet objectives.
  • Physical ability to lift or move a minimum of 50 pounds.
  • Comfortable working from ladders or scaffolding as necessary.
  • Possession of a valid driver's license.

Preferred Qualifications:

  • Experience in higher education settings.
  • Extensive knowledge of various web-conferencing and lecture capture applications.
  • Experience with both hardware and software-based lecture capture solutions.
  • Basic understanding of AV signal flow.
  • Experience with the use and programming of Crestron and QSC components.
  • Preferred industry certifications include Avixa - CTS, CTS-I, CTS-D, Crestron, QSC, and other manufacturer certifications.
  • Basic IT networking experience.

Compensation:
Salary is commensurate with experience, with a maximum budget of $50,000.

Additional Information:
The successful candidate will undergo a criminal conviction and driver's license check. Sponsorship for work visas is not available.

About Virginia Jobs:

Virginia Jobs is committed to fostering an inclusive community dedicated to knowledge, discovery, and creativity, enhancing the quality of life in Virginia and beyond.

We offer a diverse range of opportunities to a broad spectrum of individuals, supporting their growth and development in a collaborative environment.

Our organization is a leading entity in the field, conducting extensive research and providing exceptional services to our community.

We uphold a commitment to diversity and do not discriminate against employees, students, or applicants based on various protected characteristics.

If you require accommodations due to a disability, please reach out to our support team during regular business hours.

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