TECHNICAL SUPPORT SPECIALIST - IT & AV

Columbia Association, headquartered in Howard County, Maryland, is known for engaging our diverse community, cultivating a unique sense of place, and enhancing the quality of life in Columbia, Maryland, all thanks to the efforts of our remarkable team members. If you share in our passion for teamwork and our vision, we want you to fast-forward your career with us at Columbia Association.


TECHNICAL SUPPORT SPECIALIST - IT & AV


Summary

The Technical Support Specialist - IT & AV is responsible for providing technical support and operational assistance to end-users across the organization. This position performs a variety of tasks including responding to helpdesk calls, troubleshooting technical issues, maintaining IT assets, and supporting Audio/Visual (AV) technology needs. The role requires familiarity with common IT systems and end-user devices, as well as the ability to set up, operate, and troubleshoot AV equipment for meetings and events. Occasional after-hours work is required, approximately 15-20times per year, to support scheduled AV needs for events occurring outside of standard business hours. The Technical Support Specialist - IT & AV works under the direction of the IT Operations Manager and collaborates with other IT staff to ensure the delivery of reliable and responsive technology services across the organization.

Additional Responsibilities include:

Essential Duties:

Audio/Visual (AV) Technology Support

Set up, operate, and troubleshoot AV equipment for meetings, presentations, and events.

Support conference room technology (projectors, microphones, cameras, video conferencing systems, etc.).

Provide technical support for virtual and hybrid meetings using platforms like Zoom, Teams, or WebEx.

Be available for scheduled after-hours AV support (estimated 15-20events per year).


End-User Support

Provide excellent customer service while responding to IT helpdesk tickets via phone, email, or in-person.

Troubleshoot and resolve hardware, software, network, and user account issues across Windows, Mac, and mobile platforms.

Escalate complex issues to senior IT staff when appropriate.


Asset Management

Perform inventory tracking and lifecycle management of IT assets including laptops, desktops, peripherals, and AV equipment.

Assist with device imaging, setup, and deployment.

Maintain accurate asset records in asset management systems.


General IT Operations

Assist with basic networking tasks such as patching, device connectivity, and wireless troubleshooting.

Support IT project initiatives as assigned.

Maintain documentation of procedures, troubleshooting steps, and technical guides.


Requirements:

Experience

1-3 years of AV technical support experience

1-3 years of IT support experience in a helpdesk or technical support role.


Education

Bachelor's degree in information systems or a related field preferred + at least 1 yr of relevant experience.

Or High school diploma + relevant certifications and 3 years of relevant experience

License & Certifications

CompTIA A+ preferred

AVIXA Certified Technology Specialist (CTS), Extron AV Associate Certification, or equivalent certification preferred; will be required to be completed within 6 months of hire if not already attained

ITIL 4 Foundation will be required to be completed within 6 months of hire if not already attained

Smartsheet Core App Certification will be required to be completed within 30 days of hire if not already attained

Must have a Maryland driver's license, a safe driving record, and pass completion of Columbia Associations’ defensive driving course. (Required for field work)


Knowledge, Skills, and Abilities:

Problem Solving

Ability to apply structured, step-by-step approaches to diagnosing hardware, software, network, and AV system issues

Use of elimination methods to narrow down root causes

Reproduce problems consistently for accurate diagnosis


Communication/Professionalism

Demonstrates excellent technical and non-technical communication skills, both written and oral.

Experience providing technical customer support on the phone, online, and in person.

Ability to work independently and as part of a team providing timely, high quality services.


Ability to maintain confidentiality when accessing records for business needs.


Technical Skills

Strong customer service and troubleshooting skills

Working knowledge of Windows and Mac operating systems

Experience supporting AV systems (conference room technology, microphones, projectors, video conferencin