AV Support Technician

Responsibilities

• Provide technical support for classrooms, conference rooms, meetings, special events, and hybrid learning environments.
• Configure, operate, maintain, and troubleshoot audio-visual equipment, including displays, projectors, microphones, cameras, presentation systems, and video conferencing technologies.
• Support Zoom, Microsoft Teams, and other collaboration platforms to ensure successful virtual and hybrid meetings and events.
• Respond to and resolve audio-visual support requests in a timely and professional manner.
• Aid in the planning, setup, testing, and breakdown of technology for meetings, conferences, and special events.
• Serve as a primary point of contact for end-user technical support through walk-up, remote, and ticket-based service channels.
• Analyze, troubleshoot, document, resolve, and escalate hardware, software, application, and connectivity issues.
• Manage and respond to incidents and service requests using the ServiceNow IT Service Management (ITSM) platform.
• Deliver exceptional customer service and technical support to users across multiple locations.
• Create and maintain technical documentation and knowledge base articles to support service delivery and user self-service.
• Configure, deploy, maintain, and troubleshoot desktops, laptops, mobile devices, printers, and peripheral equipment.
• Perform workstation imaging, software installations, updates, and system configurations.
• Maintain hardware and software inventory records and assist with asset lifecycle management.
• Support enterprise applications and productivity tools, including Microsoft 365, Zoom, Microsoft Teams, Adobe Acrobat, OneDrive, Box, and related technologies.
• Aid in user account administration, access management, permissions, and authentication services, including Active Directory, Azure Active Directory, Okta, and multi-factor authentication solutions.
• Collaborate with infrastructure and engineering teams to support system maintenance, upgrades, and operational initiatives.

Qualifications

• Minimum Qualifications: Bachelor's degree or equivalent in education and experience, plus three years of related experience in audio-visual support, desktop support, service desk support, or related technical support services.
• At least one (1) year of experience serving as a primary point of contact for end-user technical support.
• Experience supporting and troubleshooting audio-visual technologies, video conferencing platforms, and presentation systems.
• Experience supporting Windows and macOS operating systems and Microsoft 365 applications.
• Experience supporting mobile devices, printers, scanners, laptops, and related peripherals.
• Basic understanding of networking concepts, including TCP/IP and connectivity troubleshooting.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent customer service, interpersonal, verbal, and written communication skills.
• Ability to communicate technical information effectively to non-technical audiences.
• Demonstrated ability to work independently, prioritize competing demands, and remain composed under pressure.
• Strong organizational skills, attention to detail, and follow-through.
• Ability to work collaboratively in a team-oriented environment and adapt to changing priorities.
• Preferred Qualifications: Experience supporting classroom, conference room, and event technologies in a higher education environment.
• Experience supporting faculty, staff, and students within a college, university, academic medical center, or research institution.
• Experience with Microsoft Intune, SCCM, Active Directory, Azure Active Directory, Okta, or endpoint management solutions.
• Experience working with IT Service Management (ITSM) platforms, including ServiceNow.
• CompTIA A+, CTS (Certified Technology Specialist), Microsoft, Apple, or other relevant technical certifications.
• Experience supporting hybrid and cloud-based collaboration platforms, including Microsoft Teams and Zoom.
• Experience with endpoint deployment, imaging, and device management technologies.