AV Support Technician / Desktop Support at Ovation Workplace services

Job description

Our enterprise-level client in Northern Chicago, Illinois has an immediate need for an AV Support Technician. Please see below for full details—

Position 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 audio visual and unified communications needs.

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.