AV Support Specialist II

Texas A&M University System•Kingsville, TX

2d•Hybrid

About The Position

The IT Professional II, under general direction, performs advanced troubleshooting, analysis, and problem-solving for unit-level support in multiple technical fields. This role involves leading the support and maintenance of AV systems, including those with advanced web/video conferencing abilities, operating and maintaining these systems, providing virtual meeting coordination and support, and monitoring/troubleshooting AV system issues and connections to remote locations. The position also serves as a resource for internal and external customers, providing technical knowledge for troubleshooting and documentation, resolving hardware and programming problems, performing general hardware diagnostics, and installing, configuring, and maintaining AV hardware. Primary administration responsibility for AV systems (excluding workstation OS and software) is also a key function. The role requires consistent monitoring of incidents and help requests to meet established SLAs, providing timely updates, and addressing assigned work daily. Documentation of problems, troubleshooting, solutions, SOPs, and user guides is essential. Participation in training and professional development sessions is expected, along with performing other duties as assigned.

Requirements

Bachelor’s degree in related field or equivalent combination of education and experience.
Three years of related experience in IT.
Ability to multitask and work cooperatively with others.
Must be able to work in a collaborative team environment.
Excellent written communication.
Excellent analytical, interpersonal, and organizational skills.
Customer service experience.
Experience configuring, administering, and/or troubleshooting.
Ability to maintain the security and integrity of critical infrastructure, which may include communications systems, computer networks and systems, cybersecurity systems, electrical grid, hazardous waste treatment system or water treatment system.
This position is security sensitive.
This position requires compliance with state and federal laws/codes and Texas A&M University System/TAMU policies, regulations, rules and procedures.
All tasks and job responsibilities must be performed safely without injury to self or others in compliance with System and University safety requirements.

Nice To Haves

Experience in AV systems and higher education, or medical facility AV support.
Experience with video and web conferencing, project support, CODECs, AV camera operation and deployment.
Site survey design, experience with CAT5/6 cabling terminations.
Knowledge of AV deployment, AV configuration tools, Crestron, Biamp, AMX, Vaddio products and similar products.
Ability to add documents to share points.
Ability to setup zoom meetings and share content.
Ability to assist with Audio Visual (AV) test procedures for conferencing, camera, and audio testing.

Responsibilities

Leads the support and maintenance of AV systems, including those with advanced web/video conferencing abilities.
Operates and maintains AV systems related to video and web conferencing connections.
Virtual meeting coordination and support.
Monitors and troubleshoot AV system issues and connections to remote locations.
Serves as a resource for internal and external customers.
Provides technical knowledge for troubleshooting and documentation of incidents.
Resolves hardware and programming problems with manager or vendor technical support.
General hardware diagnostics and documentation.
Installs, configures, and maintains both critical and non-critical AV hardware.
Provides primary administration responsibility for AV systems, excluding workstation OS and software.
Consistently monitor assigned incidents and help requests through established response and resolution times SLAs using the Division’s Incident Management Platform.
Provide timely updates and effective communication methods to keep campus members informed.
Monitor and address assigned work daily.
Documents problems, troubleshooting, and solutions.
Document SOP and user guides for new system installations.
Participate in training and professional development sessions.
Performs other duties as assigned.