Audio Visual Support Technician II

Description

Work Location: On-Site in Golden, Colorado area.  This position is not a remote or hybrid position. Local candidates only.

Tier II Audio Visual Support Technician is proficient at installing, operating, and maintaining audio-visual systems. This person will bring with them industry experience operating and troubleshooting user Laptop systems (Windows and Mac), as well as iOS and Android devices. Comprehensive experience with reading technical documentation and disseminating information by creating documentation.

Candidates must exhibit calmness when presented with clients who are under pressure and confidently support varying audio-visual requests and any computer issues that come along with it.

Determination is required to ensure each problem or incident has been resolved.

This role requires the individual to be onsite to troubleshoot and interface directly with customers.

This role communicates information of a technical nature in simple terms, assisting end users in successful operation of AV equipment in conference rooms. Experience will demonstrate capability to assist in diagnostics and management of audio, visual, teleconference systems, and web conferencing solutions.

Duties Shall Generally Include:

• Respond to requests for Tier II AV Support using the established ticket tracking system
• Facilitate collaboration by supporting the client's end users in successfully using conference room technology
• Assist end users with operating Windows and Mac systems in combination with installed AV Systems
• Diagnostic troubleshooting of AV equipment, desktop computers, cabling, USB peripherals, AV Control Processors, Audio-Digital Signal processors Projectors, Interactive Whiteboards, Large Displays, Teleconferencing and Hybrid Systems.
• AV system checkups, replacing broken cables, preemptive problem solving before problem escalation
• Remove, Install, re-wire and modify AV system hardware and software components, as required, and as permitted by NREL
• Assist with installing, modifying, commissioning, and / or de-installing AV systems
• Ensure that rooms are kept neat and free of safety hazards; and manage “cable sprawl” to maintain cleanliness and safety of meeting rooms

Qualifications

Required Knowledge/Skills/Attributes:

• Excellent customer service skills
• Experience supporting clients with a diverse range of technical knowledge
• Experience with Windows and Mac systems, iOS and Android mobile devices
• Experience installing and / or servicing Video Teleconference equipment
• Experience commissioning AV equipment
• Comfortable understanding of electronics signal flow and audiovisual system complexities
• Experience supporting MS Teams, Cisco WebEx, Zoom and/or other virtual meeting applications
• Excellent multi-tasking skills and motivation; prioritize and perform concurrent tasks
• Working hands on knowledge and experience with PC and Mac technologies
• Certified Technology Specialist (CTS) certifications preferred

Preferred Qualifications:

• Minimum three (3) years’ experience working with audiovisual systems; installation, service, maintenance of audiovisual systems; live event production, broadcast radio, or similar technology
• Strong computer troubleshooting skills including Windows, Mac, Android and iOS platforms
• Experience installing and maintaining audiovisual control systems
• Manufacturer training certifications for audiovisual systems, audio DSPs, and related sub-system components (QSC-QSYS, Crestron, Commend or similar)
• Demonstrated experience interpreting and/or creating CAD based system drawings
• Current familiarity with commercial audiovisual, videoconferencing, and broadcast manufacturers
• Experience servicing and maintaining public address and distributed audio systems
• Functional understanding of IP and ISDN network connectivity
• A/V cabling standards; HDMI, distribution/conversion equipment and structured cabling installation methodology (CAT6)
• Familiarity with ServiceNow IT service management system
• Must pass background/reference/drug testing.