Customer Support Analyst

Job Title

Plan, organize, and implement the maintenance and operation of sound equipment, video projectors, cameras, microphones, sound consoles, speakers, IT equipment, and other technical systems used during events

Maintain and test audiovisual equipment and perform basic troubleshooting

Maintain digital signage solution
4. Install, set up, and operate sound equipment, video projectors, and other various forms of audiovisual and IT-related systems as needed

Provide support for live digital meeting technologies such as Microsoft Teams or Zoom

Apply basic principles of operational support of computer hardware and software

Oversee operation and quality of computer training classroom to ensure equipment is in good condition

Evaluate equipment needs and notify supervisor of the need to repair or replace as well as handle the contacting of relevant service providers to complete repairs

Ensure that sufficient spares are stocked to maintain or replace parts and equipment, including consumables

Be on-site to assist in performances and deal with technical emergencies or issues as required. This may include after-hours

Utilize proper safety practices and procedures in line with the use of A/V equipment and related cabling

Perform other related duties pertaining to Audiovisual and Information Technology Support as requested by Supervisor

Provides training on the use of equipment as needed and serves as technical advisor to all areas for the purchase of new audio/video equipment and conference room renovation planning

Assists the Workstation Support Supervisor in the troubleshooting of specialized applications

Assists with standard workstation support issues and PC replacements as needed

The submitted candidate must be able to apply the specific knowledge, skills, and abilities in the following areas:

Skilled in the installation, maintenance, trouble shooting, and support of audio video presentation equipment including basic room setup and design.

Ability to perform advanced troubleshooting on various manufacturers of audio video equipment Advanced knowledge of Microsoft products, including operating systems, Office suite and Outlook in a networked environment

Knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments.

Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware

Ability to plan, organize, manage and track projects

Ability to communicate effectively both verbally and in writing

Ability to read, understand, and comply with the department's policies

Ability to multi-task, appropriately prioritize, work with minimal supervision, and achieve results in a fast-paced environment is required

Able to be trusted with sensitive information

Accountable team player who believes no task is too small or too big to tackle

Possess a high level of honesty and integrity in all matters

Experience at working both independently and in a team-oriented, collaborative environment

Advanced interpersonal, written, and oral communication skills

Excellent listening and interpersonal skills

Ability to conduct research into issues and topics as assigned

Can conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities

Must be able to learn, understand, and apply new things quickly

Ability to effectively communicate ideas

Highly self-motivated and directed

Keen attention to detail

Proven analytical and creative problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment