AV Specialist/Helpdesk Technician

McLane Middleton is seeking an AV Specialist/ Helpdesk Technician who will be responsible for providing high quality customer service and helpdesk support for audio/visual needs of the firm. AV Support functions include hardware configuration, presentations, video teleconferences, while Helpdesk support functions include resolving desktop and application issues, application deployment and computer provisioning The role is accountable for ensuring a positive user experience with all supported technologies, from AV equipment and mobile device to desktop support of customer laptops and peripherals. Position will also encompass other duties as assigned and the ability to learn other IT disciplines, such as Network or System Administration and Application and Database Administration.

Responsibilities

Provide high quality customer service for all audio/visual events and end user client hardware requests.

Provide technical support for all Audio/Visual related systems including but not limited to display devices, projectors, video teleconferencing (VTC) and Crestron control systems using documented procedures and tools.

Provide comprehensive audio/visual support for foundation meetings and events including setup, testing, operation and removal of AV equipment, configuration of conference room and event spaces and audio or video conferencing needs.

Assist users with connectivity to various AV conferencing solutions (Teams, ZOOM, Webex, Blue Jeans and/or other related platforms)

In depth knowledge and support experience with industry standard VTC systems (particularly Polycom and Cisco), conference phone solutions and audio/visual hardware platforms.

Perform regular testing/maintenance/upgrades of all internal AV systems

Record problem symptoms and status information in a timely fashion and communicate internally within IT and externally with the customer through problem resolution.

Perform metrics reporting as necessary for customer engagements and system outages.

Maintain up-to-date inventory of all applicable hardware & software.

Proven ability to support IT components (Client & Mobile Hardware / Software), Windows, IOS, Android and Office.

Operation and troubleshooting of Laptop, PC, Printer and Mobile devices.

Provide support to office and remote users, while escalating tickets as necessary to the appropriate support teams.

Qualifications

The successful candidate will possess the following combination of experience, knowledge and skills:

Minimum three years of direct work experience with AV and video teleconferencing solutions and technologies

In-depth knowledge of Microsoft Teams, Polycom and ZOOM, operational activities and engineering

Understanding of and ability to troubleshoot signal path for audio and video

Must be able to read and interpret AV drawings

Experience with networked AV technology

Customer support experience via a help desk / service desk model

Experience troubleshooting a wide range of IT problems

Working knowledge of MS operating systems (Windows 10) and applications (Office 2016, O365)

Solid understanding of networking concepts, including VoIP

Ability and desire to provide extraordinary customer-service to internal customers

Ability to work independently and in a dynamic environment

Strong verbal and written interpersonal communications skills and ability to deal effectively with customers, peers and management.

Strong problem solving and organizational skills.

Ability to lift and install AV equipment which at times may exceed 25 lbs.

Crestron, Extron, and/or Microsoft Certifications are a plus

Please visit www.mclane.com for more information