AV Support Specialist II
About The Position
The IT Professional II (AV Support Specialist) 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, providing virtual meeting coordination and support, and monitoring and troubleshooting AV system issues and connections to remote locations. The specialist will serve as a resource for internal and external customers, providing technical knowledge for troubleshooting and documentation of incidents, and resolving hardware and programming problems with manager or vendor technical support. Additionally, the role includes general hardware diagnostics and documentation, installation, configuration, and maintenance of critical and non-critical AV hardware, and primary administration responsibility for AV systems (excluding workstation OS and software). The position 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, 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. The role also involves participation in training and professional development sessions and 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.
- Ability to lift and/or move medium weight objects.
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
- This position allows alternate work location per TAMU guidelines.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
