A​/V Helpdesk Specialist

Title:

A/V Helpdesk Specialist

Jacksonville, FL with periodic days in Tallahassee

Fully onsite

Must have reliable source of transportation (NOT public transit).

As a member of the On‑site technical support team, you play a crucial role in keeping IT operations running smoothly and ensuring your customers have the support they need to effectively utilize technology in their day‑to‑day work. Join us and build an exceptional experience for yourself, and a better working world for all.

• 2 to 3 years' experience of on‑site technical support experience, or degree in related discipline
• Strong hands‑on A/V technical support experience supporting equipment in meeting rooms using Microsoft Surface Hubs, Crestron, Microsoft Teams Rooms, Condeco, Barco Click Share, Poly Com, Pano, Cisco, and other A/V equipment (i.e. speakers, cameras, monitors, and kiosks)
• Broad knowledge of AV technology (doesn't need to be a designer or even SME) but will need to understand conference room AV design concepts. This will help them when they need to troubleshoot conference room issues – i.e. go through process of elimination, understanding how devices are connected, etc.
• Excellent customer service skills, meeting with users in person to resolve complex technology issues
• Coordinate, track, and maintain inventory
• Document and track the status of inquiries, coordinate appropriate responses and follow‑up to ensure customer satisfaction using Service Now
• Technical expertise in various facets of PC support, which may include PC applications, hardware, tools, utilities, networking, telecommunications
• Trainable, Professional and Punctual
• Independent – have to be ok with remote support (from office)
• Self‑starter and problem solver – but not afraid to ask questions
• Comfortable handling a lot of calls and heavy IT ticketing, ranging in levels of difficulty
• Mac & iOS presence

• Certification in Avixa CTS series
• ANP – Audiovisual Network Professional Certification

• Microsoft Surface Hubs – Understand how to configure Surface Hub settings, including display and audio settings, and network configurations. Ability to reset or reconfigure the device when necessary.
• Crestron – Diagnose and resolve network connectivity issues for Crestron devices, including wired and wireless connections. Ensure that all devices are properly connected to the network and can communicate with each other. Diagnose and fix audio issues, such as volume control, speaker output, and microphone functionality. Troubleshoot video issues, including display problems and resolution settings.
• Microsoft Teams Rooms – Diagnose and resolve connectivity issues for MTRs and ensure that the system is properly connected to the internal network. Ability to troubleshoot issues related to the MTRs user interface, including touch‑panel responsiveness and meeting controls. Ensure the interface is properly displaying meeting information and controls.
• Additional technologies to support – Condeco, Barco Click Share, Pano, Polycom, Cisco, AV equipment (speakers, cameras, and monitors/kiosks)

• Providing support to all customers within your coverage location(s): who may be working on‑site, at a client engagement or off‑site
• Troubleshooting and Problem solving: PC, MAC, application, AV, and network connectivity issues, etc.
• Service Now ticket management: prioritizing tickets and awareness of SLAs
• Supporting Microsoft Windows and MAC operating systems
• Working knowledge of Microsoft applications:
  Outlook, Teams, One Drive, Office
  365
• Asset management: shipping, receiving, tracking, and managing hardware assets from acquisition through disposal process
• Printer support (installation, configuration, relocation, and troubleshooting)
• Event and Meeting Support (may occur on‑site or off‑site)
• Occasional travel may be required to support other Company locations, client engagement sites, or off‑site events
• Provide remote hands support while guided by our network operations team (checking ports, tracing cables, rebooting hardware, upgrading devices)
• VIP/White Glove support
• Occas…