Conference Room & Collaboration Support

• Provide first-level break/fix support for conference room technology.

• Troubleshoot audio, video, display, camera, microphone, and connectivity issues.

• Support Microsoft Teams, Cisco Webex, Zoom, and other collaboration platforms.

• Ensure conference rooms are operational, functional, and meeting-ready.

• Respond to service requests within established service level objectives.

Event & Executive Support

• Assist with Executive Briefing Center (EBC) meetings and corporate events.

• Set up, test, and operate AV equipment for presentations and meetings.

• Provide onsite technical support during meetings and events.

• Assist presenters with laptop connectivity, content sharing, and collaboration tools.

• Support event rehearsals and technical readiness checks as assigned.

AV Hardware & Maintenance

• Install, configure, and maintain AV equipment, including displays, microphones, cameras, speakers, control systems, and conferencing hardware.

• Perform preventive maintenance and routine inspections of AV systems.

• Replace faulty equipment or coordinate repair activities.

• Maintain equipment inventories and asset records.

Service Management

• Log, update, track, and resolve incidents through the Help Desk ticketing system.

• Document troubleshooting activities, resolutions, and recurring issues.

• Escalate unresolved issues to senior AV technicians, engineers, or third-party vendors.

• Assist with root cause analysis and service improvement initiatives.

Monitoring & Diagnostics

• Utilize monitoring and diagnostic tools to identify and troubleshoot potential AV issues.

• Perform routine system health checks and validation testing.

• Proactively address equipment alerts and performance concerns.

Customer Service

• Deliver exceptional customer service to employees, executives, clients, and event participants.

• Communicate technical information clearly and effectively to non-technical users.

• Ensure a professional, responsive, and positive support experience.

Behaviors and Competencies

• Technical Troubleshooting: Can proactively seek out potential technical problems, initiate preventive measures, and contribute to innovative solutions.

• Teamwork: Can lead a team effectively, facilitating cooperation, sharing information, and ensuring that all team members are able to contribute to their full potential.

• Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods.

• Flexibility: Can proactively anticipate changes, adapt strategies, and contribute to innovative solutions.

• Multi-Tasking: Can proactively seek out challenges, initiate multiple projects, and contribute to innovative task management strategies.

• Willingness to Learn: Can regularly integrate new skills and knowledge into daily work and is open to feedback and making changes accordingly.

• Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.

• Professionalism: Can proactively seek out challenges, initiate projects, and contribute to a professional work environment.

• Analytical Thinking: Can synthesize complex data, identify patterns, draw insights, and present findings clearly and understandably.

Skill Level Requirements

• Strong troubleshooting and problem-solving capabilities.

• Excellent customer service and interpersonal skills.

• Effective verbal and written communication skills.

• Ability to communicate technical concepts to non-technical audiences.

• Basic understanding of audio visual hardware and conferencing technologies.

• Familiarity with Microsoft Teams, Cisco Webex, Zoom, or similar collaboration platforms.

• Strong attention to detail and organizational skills.

• Ability to manage multiple priorities and meet service expectations.

• Collaborative approach to working with cross-functional teams and stakeholders.

• Strong sense of accountability and ownership.

• Commitment to continuous learning and professional development.

Other Requirements

• Completed Associate’s Degree or relevant work experience required

• 3-5 years of audio-visual experience in an educational, customer service, or hospitality setting required

• Ability to lift and move AV equipment weighing up to 50 pounds.

• Ability to travel to SHI, Partner, and Customer Events

• Ability to work flexible hours to support events and project-related activities