Audio Visual Support Technician

Town of Andover•Andover, MA

11d•Onsite

About The Position

Under the direction of the Civic Media & Systems Manager, the Audio-Visual Support Technician’s role is to deliver technical support and expertise for all audio-visual systems and equipment across Town and School facilities. This includes troubleshooting AV hardware and software, supporting live events, and ensuring the optimal operation of AV resources for meetings, classrooms, and community spaces. The Audio-Visual Support Technician is also responsible for assisting in the implementation, maintenance, and improvement of new and existing AV technologies.

Requirements

Associate or bachelor's Degree in audio-visual technology, information technology, or a related field, and 2–4 years of experience as an AV technician or specialist, or any equivalent combination of education and experience.
Any applicable AV or technical certifications (e.g., CTS, Crestron, Extron, or similar).
In-depth, hands-on knowledge of and experience with municipal and academic AV systems, including projectors, interactive displays, sound systems, video conferencing platforms, digital signage, and classroom technology.
Familiarity with common AV software applications such as Zoom, Teams, and streaming platforms.
Proven experience with troubleshooting AV principles, methodologies, and issue resolution techniques.
General knowledge of networking and connectivity for AV systems.
Ability to develop and interpret technical documentation for AV training and end user procedures.
Knowledge of trends in AV technology and integration.
Experience maintaining ticketing and support platforms for AV query and problem tracking.
Good understanding of the organization’s goals and objectives.
Highly self-motivated and directed.
Ability to absorb innovative AV concepts quickly.
Good analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to research AV development and delivery concepts, as well as technical AV issues.
Ability to present ideas in business-friendly and user-friendly language.
Strong customer service orientation.
Excellent written, oral, interpersonal, and presentational skills.
Experience working in a team-oriented, collaborative environment.

Responsibilities

Develop and deploy feedback mechanisms for AV system users; analyze results and recommend improvements for AV support processes.
Evaluate documented AV resolutions and analyze trends to prevent recurring issues.
Research AV products and services to support purchasing and development efforts in consultation with Project Managers.
Assist with testing and evaluation of new and existing AV equipment and software under consideration for purchase.
Respond to incoming support requests from end users or escalated by team members to resolve AV issues in conference rooms, classrooms, auditoriums, and other facilities.
Document all pertinent user identification information, including name, department, contact information, and nature of AV problems or issues.
Prioritize, schedule, and administer all instances where AV enhancements or defect resolution are required.
Perform hands-on or remote fixes, including installing and upgrading AV hardware and software, configuring AV systems, and troubleshooting connectivity issues.
Record, track, and document the problem-solving process, including all decisions made and actions taken, through to final resolution.
Communicate AV problems and issues to key stakeholders, including management, IT teams, end users, and unit leaders.
Test fixes and perform post-resolution follow-ups to ensure AV problems have been adequately resolved.
Maintain and enhance performance of all AV systems and equipment across the organization.
Troubleshoot and resolve issues related to broadcast equipment, streaming platforms, and content management systems.
Train staff and interns on the use of broadcast and recording equipment.
Identify and learn about AV technologies used and supported by the organization.
Coordinate with department heads to assess AV training needs and objectives.
Participate in the implementation, delivery, and improvement of AV systems across Town and School departments.
Post AV system updates, drivers, knowledge bases, and frequently asked questions in knowledge base to assist in problem resolution.
Perform preventative maintenance, including installation of firmware updates, patches, and system checks.
Apply diagnostic utilities to aid in AV troubleshooting.
Provide direct AV & broadcast support for all Andover Select Board, School Committee, and Finance Committee meetings, as well as others as needed.
Provide operational and production support for Innovation Lab as needed.
Provide guidance to other IT staff as needed.