IT Specialist, Audiovisual

We are looking for a skilled and enthusiastic IT professional to deliver high-quality customer service that enhances the productivity of our colleagues on projects and in offices nationwide. The ideal candidate would have experience working with audiovisual equipment and videoconferencing, as well as previous working in a fast-paced IT Help Desk or corporate IT environment.

Duties and Responsibilities:

• Triage, diagnose, and provide timely resolutions to technical and nontechnical problems, sometimes in high-urgency situations or requiring hands-on troubleshooting
• Assist in managing videoconferencing equipment and software, developing a deep understanding of settings, software versions, and equipment use cases
• Maintain ownership of tickets and problems from inception to resolution
• Coordinate with IT asset and network teams and end-users to ensure all AV equipment requests are fulfilled in a complete and timely manner
• Track and manage external tickets with HP, Google, and other vendors, ensuring timely resolution
• Coordinate with event stakeholders regarding off-site event equipment selection and layout, and tools and techniques for best presenter and attendee experience
• Provide in-person support and AV vendor management at offsite events as needed
• Develop and improve company IT self-service catalog
• Generate how-to documents and video demonstrations, and lead trainings
• Participate in bi-monthly, off-hours IT maintenance windows to perform intrusive maintenance tasks
• Some travel locally and nationally to support events, regional offices, and job sites (<10%)
• Other responsibilities as needed or required

Basic Qualifications:

• Bachelor’s degree in computer science or related field, or equivalent work experience
• 3+ years experience providing technical customer service with a focus on audiovisual in a corporate environment preferred
• AVIXA CTS, Biamp, Crestron, A+, Network+, or other industry certifications preferred
• At least one year of experience in AV for live events preferred

Essential Knowledge and Familiarity:

• Fundamentals of audio and video
• IT basics e.g. subnets, ports, MAC and IP addresses, DHCP, DNS
• Online meeting platforms including Google Meet, Teams, Webex, Zoom
• Desktop conferencing peripherals: webcams, microphones, docks and hubs
• Conference room equipment: HDMI extenders, wireless presentation, microphones and cameras, audio and video switchers and processors, and codecs, TVs and mounts
• Event/presentation equipment: projectors and screens, wireless microphones, PAs, mixers, confidence monitors, video switchers and image processors, recording equipment and streaming encoders
• Other Software/Applications: ServiceNow, Powerpoint, Google Workspace
• Manufacturers: Cisco, Poly, Logitech, Crestron, Atlona, Microsoft, HP, Apple, Google, Screenbeam, Owl Labs

Essential Skills and Abilities:

• Problem-solving and troubleshooting, using all available resources analytically and creatively in order to solve complex issues and improve practices
• Strong verbal communication skills, particularly communicating the implications of technology choices with only the necessary amount of technical detail
• Demonstrate urgency and responsiveness without alarm during stressful situations
• Excellent time management skills; able to progress multiple projects concurrently
• Alignment to Clark’s Standards of Excellence: self-motivated; results-oriented; adaptable; team player; accountable; ethical; innovative; resilient; builds relationships; builds people, teams and followership; sets direction and executes

Immediate Development Opportunities:

• Help manage relationships with vendors and trade partners
• Participate on multi-disciplinary teams planning and executing live events and meetings
• Contribute to audiovisual system design for offices around the country
• Lead and develop training sessions on conferencing software and other equipment

Work schedule:

Monday to Friday 8:30am-5:00pm in our McLean, VA office.