AV Support Lead

About the role

The AV Systems Support Lead will be the go-to individual for supporting the agency’s video conferencing systems, presentations, events, and other audio/visual needs. This position is designed for a skilled, customer-focused, and detail-oriented professional who is committed to providing excellent service in a fast-paced environment. The incumbent will be a proactive problem solver with excellent troubleshooting, written, and verbal communication skills. Experience working with executives and potentially high-profile guest speakers is required. This individual will be the main point of contact for all technical event management, rehearsals, and other administrative tasks necessary to ensure successful events.

Responsibilities

• Daily monitoring and maintenance of all AV equipment throughout the offices, including Webex codecs, cameras, microphones, speakers, matrix switchers, TVs, projectors, audio mixers, cables, adapters, etc.
• Ensure system software is kept up to date.
• Be prepared for and available to provide immediate support for all client meetings, conferences, and presentations.
• Assist with scheduling all-agency Webex meetings in coordination with Executive Assistants.
• Test meetings in advance with hosts and presenters.
• Ensure all equipment used during events (e.g., laptops, external drives, remote controls) is ready and available.
• Set up and test equipment in preparation for special events such as guest speakers and musical performances.
• Maintain a basic understanding of and experience with event and presentation recording, both via software and physical equipment (e.g., recording via iPhone or iPad).
• Coordinate with Security and other teams, when requested, to facilitate video or audio recordings for events.
• Keep digital signage throughout the office current with the latest reels and event calendars.
• Stay informed of new software releases and notify the agency of new features, UI changes, bugs, and emerging issues.
• Create and distribute “how-to” guides and other documentation for IT staff and end users, ensuring materials are kept current.
• Host workshops and individual check-ins to train users on basic equipment operation and best practices; schedule periodic refresher sessions for the agency.
• Regularly meet with the executive team to gather feedback on the AV experience and provide updates on new developments.
• Keep key stakeholders informed of any known issues with meeting room equipment and provide contingency plans as needed.
• Facilitate third-party vendor support for advanced troubleshooting or repairs.
• Coordinate with vendors on the installation and integration of new equipment to maximize visual and audio quality, considering accessibility and environmental factors that may affect performance and reliability.

Requirements

• 3–5 years of hands‑on experience supporting video conferencing and AV systems in a professional environment.
• Strong knowledge of AV signal flow, protocols, video bridging, gateways, and platforms such as Webex and Microsoft Teams.
• Solid understanding of networking fundamentals, including:
  • Firewalls and content filtering
  • Routing and switching
  • VLANs, VPNs
  • Wireless standards (802.11 a/b/g/n/ac)
• Proven experience providing end‑user technical support, including executive‑level stakeholders.
• Ability to clearly communicate technical concepts to non‑technical audiences.
• Excellent organization, time management, follow‑through, and attention to detail.

Qualifications

• Relevant technical certifications (e.g., CompTIA A+, CCNA, CCNP, CWNA).
• Experience working with IT service and project management tools (ServiceNow and/or Jira).
• Familiarity with safety precautions related to AV and IT environments.
• Experience working in:
  • Highly secure environments
  • Compliance‑oriented organizations
• General understanding of data protection and information security principles.

Benefits

One of our primary goals is to support the health and well-being of you and your family. Our compensation plan includes the following benefits, in addition to many others:

• Healthcare Options
  • Medical
  • Dental
  • Vision
  • Prescription
  • Dependent and Health Care Flexible Spending Accounts
• 401(k