A​/V Helpdesk Specialist

Title: A/V Helpdesk Specialist

Location: Los Angeles, CA

Schedule: Fully onsite

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+ years 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 e.g. Microsoft Surface Hubs, Crestron, Microsoft Teams Rooms, Condeco, Barco Click Share, Poly Com, Pano, Cisco, and other A/V equipment (speakers, cameras, monitors, kiosks)
• Broad knowledge of AV technology (doesn't need to be a designer or SME) but will need to understand conference room AV design concepts. This will help when troubleshooting conference room issues – e.g. 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 status of inquiries, coordinate appropriate responses and follow‑up to ensure customer satisfaction using Service Now
• Technical expertise in various facets of PC support, including PC applications, hardware, tools, utilities, networking, telecommunications
• Trainable, professional and punctual
• Independent – comfortable with remote support (from office)
• Self‑starter and problem solver – not afraid to ask questions
• Comfortable handling many calls and heavy IT ticketing, ranging in 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 all devices are properly connected and can communicate; diagnose and fix audio issues (volume, speaker output, microphone functionality) and troubleshoot video issues (display problems, resolution settings).
• Microsoft Teams Rooms – diagnose and resolve connectivity issues, ensure system is properly connected to internal network; troubleshoot UI issues (touch panel responsiveness, meeting controls) and ensure interface displays meeting info and controls.
• Additional technologies to support – Condeco, Barco Click Share, Pano, Poly Com, Cisco, and other AV equipment (speakers, cameras, monitors, kiosks)

• Provide support to all customers within your coverage location(s): on‑site, client engagement or off‑site
• Troubleshoot and problem‑solve PC, Mac, application, AV, and network connectivity issues
• Service Now ticket management: prioritize tickets and awareness of SLAs
• Support 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 sites, or off‑site events
• Provide remote hands support while guided by network operations team (checking ports, tracing cables, rebooting hardware, upgrading devices)
• VIP/White glove support
• Occasional after‑hour support may be required

Estimated Min Rate
: $30.00

Estimated Max Rate
: $37.00

We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh's network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh's extensive talent community…