Audio Visual/Video Teleconference (AV/VTC) Specialist

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Secret

Public Trust/Other Required:

None

Job Family:

Systems Administration

Job Qualifications:

Skills:

Audiovisual Communications, Audiovisual Productions, Audio Visual Services, Audiovisual Systems, Audiovisual Technology

Certifications:

None

Experience:

3 + years of related experience

US Citizenship Required:

Yes

Job Description:

Audio Visual Technician

How the Audio/Visual Specialist will make an impact:

• Configures, operates, and troubleshoots all audio/video equipment used in the execution of VTC’s, live events and MS Teams meetings.
• Collaborating with clients to determine AV needs before an event
• Transporting, setting up and connecting all AV equipment for live performances
• Testing of AV equipment to ensure systems are operational
• Cleaning, repairing and maintaining of equipment
• Provide technical assistance to users of AV equipment; train end users on the proper use of hardware and software.
• Manage and use Outlook calendar and ticketing system to:

• Proactively check ticket queue for new emails and create and assign tickets for those emails.
• Ensure that tickets are actively being worked on and updated, and that no tickets are unassigned.
• Escalate tickets as needed.
• Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction. 
• The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
• Notify the team lead of all VIP requests for support that require additional resources which result in a delay of resolution.

• Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.
• Preparing accurate documentation to support and maintain a working knowledge base of VTC processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides as instructed by team lead.
• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
• Maintains a high-level of customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism while interfacing with users and senior staff members in person, on the phone and/or email.
• Demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails.
• Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests.
• Ability to exercise discretion and independent judgment when handling situational occurrences.
• Analyzes and recommends alternative solutions to meet customer needs.
• Builds credibility and trust with customers and team members.
• Identifies areas of opportunity to improve customer satisfaction. 
• Must have excellent multi-tasking and time management skills.
• Supports the team process and participates on cross-functional teams.
• Responsible for handling after-hours on call support (when necessary).
• Answer phones and respond to emails in a timely manner.
• Participate in special projects as required.
• Maintain current knowledge of relevant technologies as assigned.
• May need to lift and carry equipment, utilize dollies and carts as they are available to the team.

What you'll need to be successful:

• 3+ years of directly related experience supporting audio visual tasks.
• Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java and Acrobat Adobe
• Experience with Outlook Email Client

• Excellent customer service skills
• Excellent documentation skills
• Strong organizational and collaborative skills
• Strong teamwork and engagement as a project team member.
• Ability to assimilate information rapidly, motivated to self-study new requirements
• Maintain current industry knowledge of relevant concepts, practices and procedures.
• Able to multi-task and prioritize
• Able to wo