Technical Support Analyst

Title:
Technical Support Analyst

Location:
Petersburg, VA (Onsite)

Duration: 9 Months

Interview type:
Web Cam and In Person Interview

The AV Instructional Technology Technician provides operational and technical support for audiovisual systems across instructional classrooms, conference rooms, and university event venues. The technician is responsible for maintaining, troubleshooting, and operating AV equipment while providing exceptional customer service to faculty, staff, students, and guests. This position supports instructional technology initiatives and provides evening and weekend coverage for scheduled university events.

• Delivering reliable audiovisual services that support teaching, learning, and university operations.
• Maintaining operational readiness of classroom and event technology.
• Providing professional AV support for academic, administrative, and special events.
• Ensuring rapid response to classroom technology issues.
• Assisting with AV installations, upgrades, and preventative maintenance.
• Supporting a 95% or greater AV system uptime objective.

• Provide daily operational support for audiovisual and instructional technology in classrooms, conference rooms, meeting spaces, and university event venues.
• Diagnose and resolve issues involving projectors, displays, monitors, microphones, speakers, cameras, control systems, presentation equipment, video conferencing platforms, and related connectivity.
• Perform routine system testing, preventative maintenance, and equipment inspections to support reliable operation and departmental uptime goals.
• Complete minor installation and replacement work, including replacing projectors, monitors, cables, adapters, and similar audiovisual components.
• Document service requests, repairs, maintenance activities, and equipment changes in the university's ticketing or inventory systems.
• Provide audiovisual support for university events, commencements, conferences, meetings, executive functions, and other scheduled programs.
• Coordinate with event organizers to confirm technical requirements and respond to issues during events.
• Work evenings, weekends, and other non-standard hours as required to support university events and campus activities.
• Provide professional technical assistance to faculty, staff, students, guests, and event participants.
• Assist users with classroom technology, presentation systems, conferencing platforms, and basic equipment operation.
• Support departmental technology projects, emergency operations, and other duties assigned by the AV Instructional Technology Manager or ITS leadership.

• Associate degree in Information Technology, Electronics, Audiovisual Technology, or a related field, or an equivalent combination of education, training, and experience.
• At least two years of experience supporting professional or enterprise audiovisual systems.
• Experience troubleshooting, installing, operating, and maintaining audiovisual equipment.
• Experience supporting live events, meetings, classroom technology, or executive presentations.
• Experience using a help desk or ticket management system.
• Ability to lift and carry equipment weighing up to 50 pounds and perform work involving standing, walking, bending, kneeling, reaching, and climbing ladders.
• Availability to work scheduled evenings, weekends, holidays, and other non-standard hours.

• Bachelor's degree in information technology, Electronics, Audiovisual Technology, or a related field.
• Two to four years of professional audiovisual support experience.
• Experience supporting audiovisual and instructional technology in a higher education environment.
• AVIXA Certified Technology Specialist certification.
• Manufacturer certifications or hands-on experience with Crestron, Extron, Q-SYS, Biamp, or similar enterprise AV platforms.

• Enterprise Audiovisual Systems Support
• Troubleshooting, installing, operating, and maintaining AV equipment
• Supporting Live events, meetings, classrooms technology
• Experience using a help desk or ticketing system
• Experience using a help desk or ticketing system
• Extron, Q-SYS, Biamp, Crestron Manufacturer Certifications