Senior AV Support Technician

Job Summary

The Senior AV Support Technician is primarily responsible for working independently to provide urgent and escalated support for educational and administrative audio visual and video equipment for events in learning spaces, including podium computers, control panels, and audio equipment. Works with the AV Support Manager to train and mentor students and peers and provide the team with detailed documentation to perform regular tasks.

Support audience includes faculty, staff, and students in delivering educational or other administrative content in learning and conference room spaces.

• Bachelor’s degree with coursework in a related field.
• One (1) year hands-on computing work experience with audio visual equipment or any equivalent combination of education, training, and experience.
• Be able to demonstrate technical familiarity working with networked end point devices (such as laptops, desktops, digital signs, and any audio-visual equipment etc.).

• Bachelor’s degree in Information Systems, Computer Science, or Business Administration.
• Two (2) or more years hands-on computing experience with a focus in higher education or AV support situations.
• IT certifications, such as CompTIA A+, Microsoft Certified Desktop Support Technician, or AVIXA (Audiovisual and Integrated Experience Association) certifications.
• Experience with IT project management and Product management training.

• Provide urgent and escalated audio-visual support for all teaching spaces.
• Troubleshoot complex problems with system components.
• Consult with 3rd party support if necessary.
• Assist with installations if needed/required.

• Provide technical instructions to a non-technical audience.
• Collaborate with other members of the IT team, especially Service Desk staff to resolve tickets/issues.
• Escalate calls internally as needed, and monitor progress through resolution.
• Record client requests and incidents in the ticketing system following documentation requirements.

• Assist in the creation of technical documentation to document re-occurring technical issues and job duties.
• Create internal training guides, procedures, and processes documentation.

• Assist with the training of student employees and peers on internal processes and technology in use. Assist with the on-going supervision of student workers.
• Verify student staff complete tasks and work with management to ensure students develop the necessary skills to contribute to the success of the overall team.

• Troubleshoot audio and video conference equipment in conference rooms to ensure stability for clients.
• Update Software/firmware for all equipment associated with the audio and video conferencing needs of designated spaces.

• Assist with the testing and evaluation of updated instructional technology for learning spaces, digital signs, or conferencing equipment.

• Coordinate AV staff with projects for classrooms and conference rooms
• Ensure maintenance of AV systems
• Respond to instructor, staff, and student requests for assistance