Audio Video Support Specialist

Cornerstone Research • Chicago, IL

4d • $47,900 - $79,100 • Hybrid

About The Position

The Audio Video Support Specialist delivers an exceptional video conference and technology-based meeting experience. The role designs, maintains, and supports Zoom and Poly video infrastructure; maintains and supports conference room equipment; supports video conference webinars and events; creates and manages user accounts; provides technical support; processes assigned support tickets; and escalates issues to appropriate teams when necessary.

The specialist supports executive-level and client events, including events involving confidential information, and provides conference room administration and off-site AV and video conferencing support. The role also configures and maintains collaboration tools, documents hardware and service activity, develops documentation, educates users, and works with vendors and IT colleagues on AV and video conferencing projects. Periodic evening and weekend onsite maintenance is required. The position includes a hybrid work model and is eligible for a discretionary annual performance bonus with a 5% target.

Requirements

• At least 2 years of relevant work experience; experience in a professional services firm is preferred.
• Experience with Poly, Zoom, conference room technology, and AV technology.
• Excellent quality-conscious customer service skills.
• Excellent critical thinking skills and ability to anticipate needs.
• Ability to adapt to change in a fast-paced and demanding environment.
• Strong written and oral communication skills.
• High school diploma, or an equivalent combination of education, skills, and experience.

Nice To Haves

• Experience in a professional services firm.
• Experience with scheduling software.

Responsibilities

• Support executive-level and client events, handling confidential information with discretion and strong communication.
• Provide conference room support and administration, including conference room workstations, across all offices.
• Provide off-site support for events requiring video conferencing and AV support.
• Design, configure, and optimize video conference infrastructure for internal and external conferences.
• Optimize video conference equipment for performance and effective use of resources.
• Educate staff and end users on effective use of video conference equipment.
• Configure, support, and maintain web and audio collaboration tools.
• Document hardware failures, repairs, installations, upgrades, and removals accurately.
• Develop and maintain documentation.
• Provide service-oriented technical support and resolve problems to end-user satisfaction.
• Track assigned problems and support tickets from initial report through resolution, coordinating with support teams as needed.
• Work with vendors and IT team members on AV and video conferencing upgrades, replacements, and new installations.
• Perform periodic evening and weekend onsite maintenance work.
• Maintain current knowledge of relevant technology.
• Plan and conduct regular recurring quality tests for audio, video, networking, and bandwidth in conference rooms.
• Collect meeting-quality feedback from local technicians and users and recommend service improvements and equipment upgrades.

Benefits

• Comprehensive healthcare options.
• Monthly wellness subsidy and complimentary access to premium wellness apps.
• Retirement savings plans.
• Hybrid work model with in-office collaboration and telecommuting flexibility.
• Generous paid time off.
• Fertility treatment support.
• Parental leave.
• Back-up childcare and eldercare services.
• Concierge assistance for personal errands.
• Pet care support.
• Mentorship and continuous learning opportunities.
• Vibrant, inclusive community.
• Discretionary annual performance bonus with a target of 5%.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED