AV Support Technician

Fried Frank Business Services•New York City, NY

4d•$60,000 - $80,000•Onsite

About The Position

The Audio Visual (AV) Support Technician plays a vital role in ensuring attorneys, staff, clients, and visitors enjoy a seamless and high-quality AV experience at the firm. Reporting to the Manager of AV Operations, the Audio Visual (AV) Support Technician is responsible for onsite support, handling the setup, operation, and administration of a wide range of AV systems including Cisco and Logitech video conference rooms, multipurpose and configurable spaces, desktop and Macintosh, displays, AV recording and editing tools, content servers, and virtual meeting platforms. In this role, the Audio Visual (AV) Support Technician manages most requests through the firm’s conference booking system (Rendezvous), Outlook and IT Service Management platform (ServiceNow). Duties include preparing and supporting the computing infrastructure needed for meetings, such as ensuring data connectivity, setting up presentation computers or mobile devices, managing presentation media, and configuring tools like wireless pointers. The Audio Visual (AV) Support Technician is also committed to delivering outstanding technical support for meetings and events hosted on platforms like Webex, Microsoft Teams, Zoom, and Google Meet. This includes hands-on troubleshooting, equipment maintenance, and proactive assistance to ensure every meeting runs smoothly. A strong advocate for technology best practices, the AV Specialist collaborates closely with IT Support, IT Technology Training, and other administrative teams to promote continuous improvement and uphold the highest standards of customer service. Responsiveness, attention to detail, and a dedication to customer satisfaction are central to the role, reflecting the firm’s commitment to providing an exceptional AV experience for every user.

Requirements

Advanced troubleshooting and support skills for AV software and hardware, including in-room audio/video systems, mobile devices, and computer-based platforms.
Experience supporting conferencing platforms Webex, MS Teams, Zoom, Google Meet and AV hardware microphones, speakers, control systems.
Strong customer service and communication skills, able to translate technical information for non-technical users.
Ability to work independently, manage multiple priorities, and respond urgently in high-pressure situations.
Solid organizational skills and attention to detail, with proficiency in IT ticketing systems and remote support tools.
Analytical, resourceful problem-solving abilities, leveraging personal experience, knowledge bases, and external resources.
Knowledge of the legal environment and understanding of various firm roles and business needs.
Minimum 1–3 years’ experience in AV support, IT support, or related technical roles; hands-on AV support required.
Technical proficiency with Microsoft Windows 11, Office 365, Google, Android or Apple iOS, remote access technologies, and legal software (Lexis, Westlaw, iManage preferred).

Nice To Haves

College degree in information systems or equivalent experience preferred.
CompTIA A+ or AV industry certification is a plus.
Experience with Cisco RoomOS, Crestron/Extron control systems, or similar AV platforms.
Desktop support experience and familiarity with conference reservation.
Strong troubleshooting skills for AV hardware/software and in-room conferencing systems.
Hands-on experience with Webex, Microsoft Teams, Zoom, and Google Meet.
Familiarity with Pexip, Cisco RoomOS, Crestron/Extron, and video conferencing equipment.
Solid customer service and communication skills; able to support non-technical users.
Ability to manage multiple requests, prioritize tasks, and work under pressure.
Experience with IT ticketing and conference booking systems (ServiceNow, Rendezvous).
Proficiency with Windows 11, Office 365, mobile platforms (iOS/Android), and basic desktop support.
Strong organizational skills with attention to detail.
1–3 years of AV or IT support experience.

Responsibilities

Set up, test, operate, and administer AV systems for meetings and events, including video and audio conferencing, presentation systems, and media rooms.
Provide real-time technical support and troubleshooting for AV systems—including wireless microphones, displays, video recording/editing, and bridging platforms such as Cisco Webex, MS Teams, Zoom, Google Meet and more.
Communicate proactively with meeting organizers to clarify requirements, plan complex setups, outline limitations, and propose creative solutions.
Educate attorneys and staff on AV tools and best practices to maximize productivity and satisfaction.
Fulfill and track AV requests using the firm’s conference booking system (Rendezvous), Outlook and IT Service Management platform (ServiceNow); escalate issues to AV manager or vendors when necessary.
Perform media file combining, editing, and preventative maintenance, report findings, and maintain accurate equipment inventory.
Respond to AV support requests via phone, email, IM, desktop video, and in-person, ensuring timely and effective resolution.
Coordinate with IT Operations, Facilities, and external partners to ensure meeting readiness.
Configure and install PCs, monitors, telephones, and presentation tools for daily support or projects.
Maintain organized AV storage areas and provide AV laptops or peripherals as needed.
Offer light desktop support and assist with scheduling virtual meetings.
Assume additional responsibilities as assigned, including daytime, after-hours, and weekend support, sometimes requiring short-notice travel.

Benefits

We offer competitive compensation and a comprehensive benefits package, including comprehensive medical coverage, retirement plans and health and wellness initiatives designed to support your personal and professional wellbeing.

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