Audio/Visual and Event Management Support Technician in Peachtree Corners, GA 30071

Title: Audio/Visual and Event Management Support Technician

Location: Peachtree Corners, GA 30071

Duration: 12 Months

Pay Rate: $30.00 - $33.00/- on W2

Job Description:

Summary

The Event Management (EM) and Audio/Visual (AV) Support Technician is the first line of escalation for any issues or questions regarding audio-visual operational support and events/meeting support. The role provides technical assistance to internal and external clients of AV, IT, Networking, Unified Communications, and Telepresence equipment and systems located within the corporate environment and event locations. This position provides operational support to customers within the corporation. They are responsible for documenting and improving Tier I processes and training and ensuring compliance with those processes. Additional responsibilities include overseeing the day-to-day Meeting and Event support, as well as AV functions.



Roles and Responsibilities:
This position has responsibility and authority for:
Interface with ISI employees in support of corporate events and meetings
Provide a white-glove experience supporting events and meetings
Provide day-to-day support and supervision to Tier I support personnel to address questions regarding ticket escalations, policy, procedures, etc.
Produce and make available shared knowledge and tools that will help Tier I's function in their roles to resolve first-level tickets/calls from corporate and field-based ISI employees.
o Knowledgebase articles (identify, write, approve, publish)
o Disseminate new information to the team or group
Work with vendors and colleagues to produce and disseminate new process steps and information
o Example: Zoom, Media platform, etc.
o Develop and revise Tier I procedures as necessary
Attend Strategic Forums, Meetings, and Events planning, support meetings, and communicate across all partners and collaborators, including remote counterparts.
Identify needs for Tier I that may be addressed by the Project role.
Assist local IT service desk with user issues as needed for meeting and event support
Provide IT Service, A/V, and Video Teleconferencing (VTC) support for local and remote meetings or events as required
Coordinate with vendors for new construction on behalf of the A/V infrastructure team.
Respond to issues by troubleshooting and resolving problems with A/V and video conferencing technology in local and remote sites
Build relationships with key stakeholders and internal customers to ensure they are successful when making use of technology
Maintain tickets by assigned status with updates and follow-up as required within specified service level agreement (SLA) urgency
Manage calendar assignments for meeting support and coordination of testing and maintenance with other A/V Support Technicians regularly
Assemble reports and paperwork as required for documentation or recording customer and vendor interactions
In available free time, work with Enterprise AV team to assist as needed
Work with vendor or manufacturer teams, project managers, or parts and service departments to ensure timely coordination of system and part installation, repair, and maintenance
As needed, work alone and with larger teams to identify and resolve issues related to:
Audio and Video Teleconferencing (VTC) systems (including hardware, control systems, programs, and DSP systems)
Projection, Display, and Digital Signage Systems
Video Wall Display Systems
RF Assistive listening Systems
Remote Monitoring
Unified Communications systems
IT & A/V Technologies and Infrastructure


Skill/Job Requirements:
Competency Requirements: (Competency is based on: education, training, skills, and experience.)
To adequately perform the responsibilities of this position, the individual must:
Bachelor's degree or equivalent work experience.
At least five years' experience supporting Audio Visual hardware and software
At least five years' experience supporting Meeting Support and Events, including tools of the trade such as Zoom, Cisco WebEx, and other collaboration platforms
Must be able to work independently and self-directed, and within a team
Experience training and mentoring new IT Support personnel
Must have strong organizational skills and excellent verbal and written communication skills
Experience with meeting collaboration software and systems required, Zoom, Poly, Logi and Neat experience desired
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals required
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, and diagram or schedule form
Occasionally required to lift 50 plus lbs.
Unified Communications and Telepresence Systems Knowledge desired
Experience supporting a Windows domain environment and operating systems desired
Strong skills in support of Apple hardware and OS desired
Experience supporting Microsoft Office suite is required and Office365 platform a plus
Experience in using IT Service Management tools such as ServiceNow or Remedy desired
Experience with networking and remote access, including virtual private networks, telecom, and business applications a plus
Experience with supporting Dell, Client, and Apple tablets, laptops, and desktop computers such as Surface Pro and iPads in addition to mobile devices a plus
Must have strong organizational skills and excellent communication skills, both verbal and written
Weekend and non-business hour support rotation and occasional travel out of state is required

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