AV Support Specialist II

Texas A&M • Kingsville, TX

1d • $4,705 • 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 AV systems related to video and web conferencing connections, and providing virtual meeting coordination and support. The specialist will monitor and troubleshoot AV system issues and connections to remote locations, serve as a resource for internal and external customers, and provide technical knowledge for troubleshooting and documentation of incidents. They will resolve hardware and programming problems with manager or vendor technical support, perform general hardware diagnostics and documentation, and install, configure, and maintain both critical and non-critical AV hardware. This position holds primary administration responsibility for AV systems, excluding workstation OS and software. The role requires consistent monitoring of assigned incidents and help requests through established response and resolution times SLAs using the Division’s Incident Management Platform, providing timely updates and effective communication to campus members, and monitoring and addressing assigned work daily. Documentation of problems, troubleshooting, and solutions, as well as SOP and user guides for new system installations, is also a key responsibility. 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 lift and/or move medium weight objects.
• 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.

Benefits

• May be required to provide on-call support on nights and weekends as needed.
• This role may require working outside of standard office hours, including evenings, weekends, and holidays, to support the demands of technology services and ensure the seamless operation of essential systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level