AV Specialist

About the Role

The AV Specialist is a key member of the Digital Workplace team at Faith Technologies Incorporated, responsible for delivering advanced audio-visual and unified communications support across FTI facilities. In this role, the AV Specialist operates and maintains a broad portfolio of AV/VC technologies — including Crestron, Polycom, Shure, Neat, QSC, Microsoft Teams Rooms, and related infrastructure — ensuring a seamless, high-quality experience for employees and guests. The AV Specialist serves as a technical escalation point for complex issues, drives continuous improvement through documentation and process development, and provides mentorship and training to peers.

Requirements

• Associate's degree in information technology, Audio-Visual Technology, or related field; or equivalent combination of education and experience.
• 3+ years of hands-on experience in AV/VC support, installation, or operations in a corporate or enterprise environment.
• 30-40% travel required.

Schedule

Typical work hours are between 7:00 a.m. and 5:00 p.m. Monday – Friday; however, work may be performed at any time on any day of the week to meet business needs.

Responsibilities

• Provide advanced technical support for all AV and VC systems, both in-person and virtually, ensuring a seamless experience for team members.
• Support and troubleshoot Crestron processors, DM switchers, QSC/Q-SYS DSP audio ecosystems, AV network infrastructure, USB extenders, and collaboration software (Microsoft Teams, Zoom, Google Meet).
• Monitor the status and performance of all AV rooms and systems, proactively identifying and resolving equipment issues before they impact team members.
• Serve as the primary escalation point for complex AV technical issues and manage critical incidents through resolution.
• Coordinate with teams to plan, set up, test, and support AV and technology solutions for meetings, events, and deployments.
• Provide remote and on-site support for national FTI locations, including mobile event technology deployments as needed.
• Oversee and manage the AV ticketing queue, ensuring all incidents and service requests are logged, prioritized, and resolved within established SLAs.
• Monitor and report on AV performance metrics, analyze trends, and implement continuous improvements to service delivery.
• Coordinate with other Digital Workplace and BT teams (Network Operations, Systems Engineering, Site Support) to ensure seamless end-to-end support.
• Manage AV hardware and software inventory, including quality control, packing, shipping, and maintenance of AV equipment and mobile technologies.
• Schedule, communicate with, and oversee AV vendors for repairs, maintenance, and upgrades, ensuring timely and effective service delivery.
• Develop, document, and maintain AV support processes, policies, and knowledge base articles to improve efficiency and first-contact resolution rates.
• Assist in the creation, updating, and delivery of technology guides, training materials, and team training for local and national audiences.
• Contribute to technology exploration and research of emerging AV solutions, identifying new technologies and innovative use cases for FTI's digital workplace environment.
• Scheduling and delivery of technical training.
• Model FTI values and professionalism in all stakeholder interactions, demonstrating polished communication and customer-first service.
• Perform other related duties as required and assigned.

The job description and responsibilities described are intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Benefits

FTI provides industry-leading benefits as an investment in the lives of team members and their families. Benefits include:

• Competitive, merit-based compensation.
• Career path development and continued education programs.
• A flexible and robust benefits package (full list available for regular/full-time team members).