AV Support Specialist

The AV Support Specialist serves as the primary audio-visual (AV) support resource for TDIndustries, providing
hands-on technical support for meeting rooms, training environments, and company events. This role is
responsible for the setup, operation, maintenance, and troubleshooting of AV systems while delivering reliable
service in alignment with IT Service Management (ITSM) processes, service level agreements (SLAs), and
TDIndustries’ commitment to operational excellence and partner support.

• Workload Management: The AV Support Specialist documents, tracks, prioritizes, and resolves
  AV support requests in alignment with IT Service Management (ITSM) processes and service
  level agreements, escalating issues as appropriate to ensure timely resolution.
• Equipment Preparation: The role is responsible for setting up, configuring, operating, and
  dismantling audio-visual equipment, including displays, projectors, microphones, speakers,
  cameras, lighting, control systems, and video conferencing solutions to support meetings, training
  sessions, and events.
• Event Support: Provides on-site and remote technical support during meetings and events,
  monitoring audio and video quality, managing presentations, and resolving issues in real time to
  minimize disruption.
• Pre-Event Checks: This role performs thorough pre-event testing and validation of AV systems
  to ensure equipment readiness and reliable performance during scheduled use.
• Planning and Prioritization: The AV Support Specialist proactively plans for upcoming
  meetings and events by assessing AV requirements, coordinating support needs, and prioritizing
  tasks to ensure successful execution.
• User Assistance: Provides technical assistance and basic training to partners on the effective
  use of AV and conferencing technologies, supporting a positive and professional user
  experience.
• Problem Solving: The AV Support Specialist diagnoses and resolves AV hardware, software,
  and connectivity issues, applying sound judgment and technical expertise, often in time-sensitive
  or high-visibility situations.
• Remote Support: Delivers remote AV support to users experiencing technical issues, utilizing
  remote tools and clear communication to troubleshoot and resolve problems efficiently.
• Preventative Maintenance, Repairs, and Installations: performs routine preventative
  maintenance, troubleshoots and repairs AV equipment, coordinates vendor repairs when needed,
  and assists with the installation and configuration of new AV systems.
• Inventory Management: maintains appropriate inventory levels of AV equipment and supplies,
  tracks assets, and recommends replacements or upgrades to support ongoing operational needs.

• High School or GED required.
  Bachelor’s degree in Computer Science or related field is preferred.
• ITIL, CompTIA +, InfoComm Certified Technology Specialist (CTS) preferred.
• 3-5 years of experience in AV support a plus, IT support or a related technical support role.
• Demonstrated experience in a technical support environment, and strong knowledge or AV hardware, video
  conferencing platforms, and collaboration technologies.
• Strong written and verbal skills are necessary.
• Capable of working in a fast-paced environment and in stressful situations.
• Must have people skills with the ability to make sound decisions in fast-paced environments are essential.