Av Technician Ii

**What will you do?**
- Supporting IT equipment in large corporate environment for top executives in the company
- Provide onsite coverage and support at designated locations during core business hours by site.
- Dedicated A/V support with other deskside responsibilities
- Troubleshooting and resolving software issues at the level defined
- Complete proactive health checks to verify equipment, assure communication devices in proper working order, confirm last service dates, etc.
- Complete proactive repairs as needed, typically categorized by health checks
- Complete passive repairs as needed, diagnosing, troubleshooting, and resolving end-user issues and where appropriate, routing problems using defined escalation procedures.
- Provide smart hands support to groups responsible for the AV Strategy and Network services
- Collaborate with onsite monitoring/network team to diagnose and repair network issues with AV equipment
- Pre-Meeting support
- Active participation in broad impacting triage incidents, providing alerts and notifications using pre-defined templates and distribution lists as applicable
- Tracking, monitoring and managing tickets to provide accuracy and adherence to service levels in client ticketing tool
- Desktop/laptop tech support (Mac and PC)
- Windows 7/10/11 operating systems
- Support mobile devices, printers, scanners, wireless, VPN, etc.
- IMAC Support - IT equipment Install/Move/Add/Change
- Maintain system configurations and documentation
- Backup, restoration, and migration of user data
- Ability to research and follow appropriate KB articles
- Ability to work on-call and other after-hours support needs
- May provide Executive support
- Various other tasks associated with deskside services
- May need to be available to provide support at other client locations as needed
- Other duties as assigned

**Desired Characteristics**
- A+ Certification
- Microsoft Certified Professional (MCP)
- ITIL Foundations
- Lean Six Sigma

**Requirements**:

- Experience supporting AV Conferencing Systems
- Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, Printers and PC hardware
- Experience supporting remote facilities and users
- Excellent verbal and written communication skills
- High level of professionalism and strong personal interaction skills
- Ability to perform in-depth research and troubleshooting for complex technical issues
- Ability to prioritize and complete all work tasks with mínimal supervision
- Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
- Ability and willingness to learn new technologies
- Deskside / Desktop / End User Computer experience, ideally in a corporate environment
- Proven ability to handle challenging, rapid-response user support
- Proven ability to balance, prioritize and organize multiple tasks
- Able to uphold a positive attitude at all times, even under stressful, fast paced conditions