Audio-Visual Support Specialist

Milbank LLP•New York, NY

5d•$55,000 - $70,000•Onsite

About The Position

The Audio-Visual Support Specialist is an entry-level member of Milbank, LLP’s Global Technology Services (GTS) Department. The role is client-service driven and involves communicating and collaborating professionally with IT managers and colleagues, lawyers, and other business services teams. The position is based onsite at 55 Hudson Yards in New York, five days per week, with a schedule of 1:00 PM to 9:00 PM. It is intended for someone eager to learn, develop new skills, and grow their career.

Requirements

Excellent interpersonal skills and patience when working with others.
Ability to multitask in a fast-paced environment.
Exceptional communication, customer service, problem-solving and troubleshooting, follow-up, and organizational skills.
Commitment to exceeding the expectations and needs of internal and external clients.
Ability to make personal contact, follow up, and close loops in a timely manner.
Excellent verbal and written communication skills.
Ability to grasp new concepts without prior experience.
Ability to lift or move equipment when needed.
Experience with VoIP system configuration and VoIP telephone installation.
Ability to diagnose and resolve end-user issues.
Ability to pull and run cabling for telephone systems.
Ability to work independently and as part of a team.
Awareness of current procedures, policies, and processes.
Experience working with and handling audiovisual equipment.

Responsibilities

Collaborate with colleagues to support meetings and multimedia activities.
Set up conference room technology for scheduled and ad hoc audio and video meetings.
Assist meeting participants with the Firm’s collaboration tools, including Webex, audio conferencing, Cisco Jabber, and ClickShare.
Perform system quality checks and correct audiovisual issues before meetings and Firm events.
Troubleshoot, repair, or escalate issues related to integrated AV systems.
Set up, maintain, and remove AV equipment for Firm events.
Use EMS and other Firm systems to maintain and record AV requests, reports, follow-ups, and activities.
Assist with hardware, software, mobile devices, and other peripherals.
Monitor the Service Desk call queue and record, track, and close service incidents in a timely manner.
Take ownership of technical problems and proactively resolve issues.
Assist with IT equipment moves for internal office relocations.
Keep colleagues informed about technical issues, follow-ups, escalations, and resolutions.
Manage and control telecommunications systems across all locations at the corporate level.
Serve as a technical consultant to end users and less experienced personnel.
Maintain support coverage by monitoring and directing resolution of outages, issues, and maintenance for telecommunications systems.
Investigate telecom interruptions, provide root cause analysis, and develop mitigation plans to prevent recurrence.
Work with vendors to help ensure the availability and stability of voice services.
Participate in telecommunications projects; larger projects may have a designated project manager.
Make VoIP system additions, moves, and changes for new hires and departures.
Answer, evaluate, and prioritize incoming telephone, email, and self-service requests for end-user assistance.