IT Technician Lead - AV Support - This is not a remote position

Bernalillo County•Baltimore, MD

23h•$27 - $42•Onsite

About The Position

Employees at Bernalillo County enjoy the ability to team up with each other to build a high quality of life for our county residents, communities, and businesses. In addition to being an organization with a strong focus on work-life balance, building a culture of flexibility, learning, and belonging the County offers many benefits. Employees of Bernalillo County enjoy many thoughtful rewards such as, but not limited to generous leave accruals; career development opportunities; remote & flex-work options as appropriate; longevity pay; education assistance program; health benefits; lucrative retirement; and so much more. AV SUPPORT The IT Technician Lead serves as a lead technician in the Customer Solutions and Services (CSS) division and supports corporate events, conferences, and live/recorded presentations by installing, maintaining, and troubleshooting audiovisual (AV) systems.

Requirements

High School Diploma or GED.
Four (4) years of experience in audio visual or related technical support, including installation, maintenance, and troubleshooting of AV equipment and systems, and providing technical support to users or teams.
Any equivalent combination of related education and/or experience may be considered for the above requirements.

Responsibilities

Install, configure, and troubleshoot audio visual equipment including projectors, sound systems, video conferencing tools, and display screens.
Perform routine maintenance and repairs on AV systems to ensure optimal performance.
Manage cabling, wiring, and schematics to support system setup and upgrades.
Diagnose software issues related to AV hardware and resolve technical problems efficiently.
Support field service operations by traveling to client sites for installation, troubleshooting, and maintenance tasks.
Collaborate with clients to understand their AV needs and deliver tailored solutions.
Maintain detailed documentation of system configurations, schematics, and maintenance records.
Ensure safety protocols are followed during all installation and maintenance activities.
Provides leadership by disseminating information, providing feedback, advising and coaching.
Provide work direction, problem resolution, and training to lower level team members as needed.
Conducts assessment of problems or unforeseen outages; investigates, troubleshoots, evaluates and determines whether a problem needs to be escalated to a higher level IT staff member or division; will be the single point of contact (SPOC) of any cross-communication needed between management and all IT divisions involved with resolution.
Handle escalated customer support issues efficiently keeping customer satisfaction high.
Serve as project lead on AV system upgrades and maintenance.
Research new technologies and make recommendations.
Perform hands-on technical upgrades and deployments.
Coordinates with other Technology Services teams as necessary to ensure excellent service.
Support in testing and deployment of new applications and systems.
Informs management of existing or potential production problems; maintains problem logs; communicates with higher-level staff regarding documentation, testing and scheduling concerns; communicates production or testing problems to user departments and keeps them apprised of schedule changes.
Provide feedback on processes and make recommendations on areas to improve.
Provides after hours’ technology support as assigned.