AV Support Specialist

About the role

The AV Support Specialist provides independent support for routine classroom, meeting, and event technology issues, ensuring consistent, high-quality operation of audiovisual systems across supported spaces. The role applies broad working knowledge to diagnose and resolve moderately complex issues, adapt established procedures when needed, and reduce repeat incidents through accurate resolution and documentation.

Key Functions And Expected Performance

• Independently resolves routine and moderately complex AV issues using established tools, procedures, and judgment.
• Diagnoses common integration issues involving displays, control systems, and conferencing technologies to restore service.
• Ensures accurate first-time resolution by validating fixes and addressing contributing configuration or usage factors.
• Escalates high-complexity or systemic issues with clear analysis and supporting detail.
• Performs standard AV system configurations and adjustments within documented parameters to maintain usability.
• Identifies early indicators of equipment failure or misconfiguration and initiates corrective action.
• Supports preventive maintenance activities that reduce service interruptions and repeat requests.
• Reviews recurring incidents to identify patterns and opportunities for improved resolution or documentation.
• Updates or contributes to knowledge articles and support notes to strengthen team-wide consistency.
• Applies feedback and lessons learned to improve reliability and user experience across supported spaces.
• Collaborates with IT partners and facilities staff to resolve issues spanning multiple service domains.
• Provides informal guidance or job-shadowing support to less experienced staff.
• Communicates clearly with users regarding issue status, expected outcomes, and resolution steps.

On-Site Requirement

This position is required to work primarily on campus to support operational needs, provide in-person services, and collaborate with colleagues. Employees are expected to be on site during their scheduled work hours unless otherwise approved by their supervisor. Occasional flexibility may be granted based on departmental needs and institutional policy.

On-call Responsibilities

The position includes rotating on-call duties for after-hours incident response and requests.

Driving Required

Must have and maintain a valid driver's license and a satisfactory driving record.

Supervisory Relationships

This position does not include direct supervisory responsibility but may provide informal guidance or mentorship to colleagues as needed. The role reports administratively and functionally to the AV Support Manager.

Education And Certifications

• A high school diploma or GED is necessary.
• An associate or bachelor’s degree in audio-visual technology, information technology, engineering technology, or a related field is preferred.
• Professional AV certifications or manufacturer training (e.g., CTS, CTS-I, or equivalent vendor credentials) are preferred.

Experience And Skills

• 2-4 years of relevant experience is necessary.
• Broad working knowledge of AV systems, control interfaces, and basic conferencing platforms is necessary.
• Ability to independently troubleshoot and resolve moderately complex technical issues is necessary.
• Experience adapting established procedures to address nonstandard support scenarios is necessary.
• Strong documentation and communication skills supporting service continuity are necessary.
• Demonstrated commitment to VUIT’s Guiding Principles is necessary.