IT Desktop/AV Support Specialist

Penn Medicine, University of Pennsylvania Health System

3d•$71,733 - $85,000

About The Position

The Senior IT/AV Support Specialist provides advanced technical support and consultation for HireIT clients, combining general IT support with expertise in deploying, supporting, and maintaining audio/visual systems. The role is a primary contact for understanding client needs and advising on the planning, selection, implementation, and use of A/V solutions. It includes selecting, testing, and evaluating new technologies and supporting high-profile events in HireIT A/V spaces, including Perry World House, the Kleinman Center for Energy Policy, and the President's Meeting and Guest House. The position also provides hands-on campus IT support, troubleshooting computing hardware, software, and network services, and maintaining knowledge of client hardware and applications. It contributes to documentation, the knowledge base, and client communications, and helps maintain A/V service continuity as HireIT's environment grows. Occasional evening, weekend, and recognized University holiday coverage may be required.

Requirements

Bachelor of Science and 2 to 3 years of experience, or an equivalent combination of education and experience.
Excellent oral and written interpersonal and communication skills, including the ability to present technical materials.
Strong customer service orientation and experience delivering exemplary technical support to varied customers and colleagues.
Ability to work independently and as part of a team.
Proficiency in compiling Bills of Materials, Scopes of Work, and Requests for Proposals.
Technical knowledge and experience operating software and/or web UI pages, including Q-SYS Designer, Dante Controller, Logitech Sync, or Mersive Solstice.
Core understanding of audio signal flow, gain structure, and EQ.
Experience configuring QSC control systems.
Experience supporting Windows and Mac systems.

Nice To Haves

Q-SYS Level 2 Certification is preferred.
Dante Level 2 Certification is preferred.

Responsibilities

Analyze functional requirements and advise clients on planning, selecting, implementing, and using audio/video solutions; provide leadership in selecting, testing, and evaluating new A/V technologies.
Troubleshoot A/V systems remotely and on site, including digital signage hardware, and manage software and firmware updates.
Support A/V equipment, special events, and meetings in person, virtually, or in hybrid setups; provide timely one-on-one training on A/V system operation.
Respond to clients with varied technical backgrounds through HireIT intake channels, including phone, email, and ticket management, and provide desk-side support at multiple campus locations.
Establish and maintain client relationships; communicate changes and updates; inform clients about Penn computing policies, standards, and recommended practices; and understand client office functions and needs.
Engage and manage relationships with A/V integrators and vendors.
Take ongoing responsibility for designated services and complete assigned project work; maintain inventory and deployment logs, project milestones, and accurate configuration files in relevant systems.
Provide hands-on technical support across campus; diagnose and resolve computing hardware, software, and network service problems; maintain knowledge of client hardware and applications; and contribute to the knowledge base, documentation, and client communications.
Engage in ongoing learning about new technology, business processes, and professional development.
Perform other duties and responsibilities as assigned.

Benefits

Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits.
Flexible spending accounts for eligible health care and dependent care expenses.
Tuition assistance for employees, spouses, and dependent children at Penn; dependent children may also receive assistance at other institutions.
Basic, matching, and supplemental retirement plans, with pre-tax or Roth saving options and investment options through TIAA and Vanguard.
Substantial time away from work during the year.
Long-term care insurance options for eligible employees and family members.
Wellness and work-life programs and resources.
Professional and personal development resources.
Access to University resources, cultural activities, libraries, athletic facilities, arboretum, and art galleries.
Discounts and special services, including arts, entertainment, transportation, and other goods and services.
Flexible work options and hours.
Forgivable home-ownership loan for eligible employees buying a home or residing in West Philadelphia.
Adoption assistance reimbursement for eligible adoption-related expenses.