AV/Desktop Support

TEKsystems•Philadelphia, PA

1d•Onsite

About The Position

The AV/Desktop Support role involves the independent operation, maintenance, analysis, troubleshooting, repair, and management of AV systems and peripherals. Key responsibilities include daily conference room checks, pre-meeting AV checks for high-profile events and VIP/executive video meetings, and assisting with AV support scheduling. The position requires expertise in troubleshooting, upgrading, and replacing AV components, along with a strong understanding of audio-visual signal flow. Additionally, the role provides comprehensive desktop support for both Windows 10 and MAC OSX environments, covering hardware (desktops, laptops, printers, monitors, peripherals) and software (OS, email, MS Office Suite O365, AV, collaboration tools) issues. Basic Active Directory tasks, application and network connectivity support, VPN troubleshooting, and knowledge of network closet operations are also essential. The candidate will be responsible for applying desktop patches and utilizing ServiceNow for ticket management and asset tracking. The role emphasizes strong customer service, issue analysis, resolution, and proper escalation when necessary.

Requirements

Ability to independently operate, maintain, analyze, troubleshoot, repair, and manage AV systems and peripherals.
Clear understanding of audio-visual signal flow troubleshooting.
General understanding of industry leading AV vendor equipment.
Ability to coordinate external vendor support.
Familiarity with ServiceNow ticketing.
Strong understanding of Crestron, Poly, and Cisco AV endpoints.
Familiarity with Zoom, Teams, Blue Jeans, and WebEx video conferencing platforms.
Live event production and support experience.
Consistent and accurate AV inventory management.
Experience supporting Windows 10 and MAC OSX environments.
Ability to support all hardware issues including desktops, laptops, printers, monitors, and peripherals.
Ability to support software issues including OS, email, MS Office Suite (O365), AV, and collaboration tools.
Experience with basic Active Directory (password resets, access to applications).
Ability to support application and network connectivity issues, and VPN.
Basic knowledge of the network closet for any type of backup support.
Knowledge of how to apply desktop patches.
Strong troubleshooting skills.
Excellent customer service skills.
Corporate AV experience (not just a service desk resource).

Responsibilities

Independently operate, maintain, analyze, troubleshoot, repair, and manage AV systems and peripherals.
Perform daily morning checks of all conference rooms to proactively identify issues and ensure they are in working order for meetings.
Own pre-meeting AV checks for high-profile events and VIP/executive video meetings.
Assist with the scheduling of AV support for high-profile events and VIP/executive meetings.
Troubleshoot, upgrade, and/or replace AV components.
Coordinate external vendor support when required.
Fully meet key support performance metrics and SLA’s.
Manage AV inventory consistently and accurately.
Support all hardware issues including desktops, laptops, printers, monitors, and peripherals.
Support software issues including OS, email, MS Office Suite (O365), AV, and collaboration tools.
Perform basic Active Directory tasks such as password resets and access to applications.
Support application and network connectivity issues, and VPN.
Apply desktop patches.
Analyze issues and formulate solutions.
Troubleshoot system, application, and hardware issues.
Ensure customers are updated on ticket progress.
Work directly with customers to solve problems.
Utilize internal IT Knowledge Base to both provide and find solutions to known issues.
Use external information to research and resolve issues when needed.
Consistently update the ticket tracking system with status and fixes.
Properly escalate issues to necessary parties as required.