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Audio Video Support Specialist

Pompano, FL Posted: 09/27/2021

Knowledge, Skills and Abilities

  • Knowledge of virtual meeting platforms; MS Teams, GoTo Webinar, WebEx, Zoom, Adobe Connect, etc. and how they integrate with in-room AV Equipment.
  • Knowledge of Crestron, Biamp, Extron, Polycom & Cisco equipment.
  • Proficiency in Microsoft Office 365.
  • Active Directory.
  • System Center Configuration Manager (SCCM) for client health remediation.
  • Excellent communication and presentation skills.
  • 3-5 years in an onsite client services role.
  • Customer Driven.
  • Detail Oriented.
  • Time management and organizational skills.
  • Analytical Problem Solver.
  • Self-Motivated.
  • Leadership.
  • Team Player.

Roles & Responsibilities

  • Participate in team projects, meetings, and assignments.
  • Responsible for identifying AV hardware and software needs.
  • Responsible for Troubleshooting Tier 1-2 level AV problems.
  • Responsible for coordinating the use of Audio-Visual equipment with Tier 2/3 teams.
  • Responsible for creating AV Tier 1 Training documentation, delivering that training, and providing refresh sessions when there are changes or upgrades.
  • Responsible for connecting, managing, and monitoring meeting support for customers.
  • Responsible for measuring the quality of AV customer care and support provided.
  • Establish, conduct, and document scheduled monthly meetings with A/V Tier 1 Team.
  • Responsible for reading and following the Department’s Procedures and Policies.
  • Responsible for understanding and enforcing the Department’s Policies and Procedures.
  • Responsible for documenting solutions to A/V Tier 1 Support technology issues in KB.
  • Responsible for traveling to remote sites to understand each set-up, as well as recommend upgrades and maintenance checks from Tier 2/3 AV Team.
  • Responsible for tracking AV Tier 1 incidents in the service desk ticketing system.
  • Responsible for escalating AV Tier 2/3 incidents through the service desk ticketing system.
  • Responsible for creating/tracking Property Management Reports (PMRs) for IT equipment transfers/relocation.
  • Responsible for storing, accounting for, and transfer of A/V equipment to support meetings.
  • Perform other related duties, as assigned.
  • Ability to lift to 50 pounds.
  • Flexibility to work hours between 7:00 AM to & 6:00 PM Monday through Friday with after hours on-call rotation and assistance in the evenings and weekends, as needed, and to also remain flexible to work other hours, as assigned for business continuity.
  • Ability to telework, if requested.


  • Associate Degree or Technical Institute Degree/Certificate in Audio-Visual technologies, or related fields, or equivalent work experience.
  • At least 5-years of customer facing experience and a minimum of 3-years IT experience.
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