AV Support - Desktop Support Technician

Job Description

Job Description

AV Support - Desktop Support Technician

Job Summary - The AV Support Technician is a foundational part of the IT Services team that supports all employees. This position is responsible for providing high quality customer service AV and technical support to all users. This position will be providing Tier 1 and Tier 2 assistance concerning the use of all aspects related to the audiovisual and unified communications needs.
Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have relevant 2-3 years’ experience in Windows Desktop support. a) Provide first/second level contact and problem resolution for customer issues. b) Work with Third Party Vendors to remediate complex AV issues as needed. c) Provide timely communication on issue status and resolution. d) Maintain ticket updates for all reported incidents. e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application. f) Should have basic knowledge of Mac operating system, to support Apple pc users. g) Install, upgrade, support and troubleshoot for printers, computer hardware. h) Performs general preventative maintenance tasks on computers, laptops, printers. i) Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment. j) Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. k) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms. l) This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned. Candidate Required Minimum Qualifications and Skills a) Bachelor’s Degree or equivalent in Computer Science or related field. b) CompTIA A+, Microsoft Certified Professional (MCP) or better. c) Minimum of 18 months years of IT experience. d) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems. e) Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory. f) Proven analytical, troubleshooting and problem-solving skills. g) Proven ability to multi-task, effectively determine priorities and meet SLA’s. h) Excellent communication relationship-building and internal customer service skills. i) Adaptable and flexible in a fast-changing industry and work environment. j) Willing to work off-hours and weekends when required for projects or emergency support.

Core responsibilities of the position:
• This role is responsible for the support of clients, via telephone, email, chat, and any other supported technologies.
• Provide excellent customer service concerning all aspects of AV-related technology provided by the IT department.
• Use of IT Service Management tools to track and record customer contacts.
• Strong background in troubleshooting and customer service, as well as excellent communication skills are necessary.
• The individual will effectively multitask and manage priorities in a fast-paced setting.
• Experience setting up MS Teams, Zoom, and Webex meetings.

Highlight the day-to-day activities of the position:
• Provide high quality customer service for all onsite/virtual meetings and events.
• Process customer support requests via AV Support ticket requests, as well as in-person inquiries to the Techspot, and/or IT ticketing platform.
• Provide primary technical support for all Audio/Visual related systems including but not limited to MTR (Microsoft Teams Rooms), display devices, video teleconferencing (VTC) and Crestron control systems, as well as projectors using documented procedures and tools.
• Assist users with connecting to foundation preferred Unified Conferencing solutions.
• Daily maintenance and testing of conference room audio/visual systems, PC's, guest devices and hallway interactive displays.
• Use of IT ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.
• Conduct front line troubleshooting using documented procedures and available tools.
• Act as customer advocate/liaison with other supporting staff.
• Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
• Provide status to customers of assigned tickets.
• Provide timely updates and status information to manager where needed/applicable.
• Assist in the support of audio/visual equipment while leveraging our third-party service provider.
• Perform IT-related setup, support, and breakdown for large on-site meetings, including audio/visual equipment.
• Keep abreast of emerging technologies and provide proactive options on how to effectively solve for common issues.
• Create and document routine IT processes and procedures where needed.
• Balance the demands of daily and routine assignments with long-term projects.
• Develop strong relationships with internal customers, vendor, affiliates, and peers.

Required Education and Experience:
• Exposure with event AV and live event planning
• Ability to troubleshoot signal path for audio and video
• Read and interpret AV drawings
• Strong understanding of unified communications platforms
• Candidates must have clear and effective verbal & written communication skills.
• Excellent Customer Service Experience Required.
• Excellent follow through and attention to detail.
• Expertise with Windows and Mac computing resources as it relates to AV-related connections.
• Experience with IT Knowledge Base and ticketing system.
• Experience applying ITSM best practices to Incident and Requests management.
• Working knowledge in the use and support of audio/visual equipment.

Qualifications

· Experience: 5+ years (or 3 years with a degree) in technology customer support, emphasizing technical infrastructure and exponential technologies

· Technical Proficiency: Hands-on expertise in troubleshooting AV integrated technologies and repairing computer systems

· Technology Skills: Direct exposure with diverse technologies, such as networking, Windows, Apple iOS, Crestron systems, collaboration tools, AR/VR systems, and other in-room technologies

· Communication Excellence: Possess executive presence coupled with strong written and oral presentation skills

· Strong expertise with the Office 365 suite and toolsets.

· Preferred history of working on a progressive IT Service Desk team.

· Proven track record of teamwork, good communication, and the ability to multi-tasking /prioritizing.