GENERAL PURPOSE OF THE JOB:   

The AV Specialist proactively owns and supports business Audio/video (AV) functions and all conference rooms to ensure the highest possible availability and quality. The AV Specialist contributes to this function by modifying and maintaining the AV infrastructure, backing up systems as available, monitoring equipment and networks for failures, checking the functionality of each room as scheduled, and maintaining hardware / software with current firmware and patch levels to ensure system health. They coordinate with the ITSC, System Administrators and ITAM as appropriate to ensure coordination of support efforts. When new AV systems, rooms, or solutions are being planned they provide expert advice and input to find the best solution at the appropriate price point. This position will also provide concierge IT service for the executive leadership team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

AV System Administration

• Produces process, network, and physical maps of all of AV systems and their high-level interfaces, to ensure integration, consistency, and continuity across all systems.
• Participates in the design, selection and development of new AV rooms and services.
• Participates in projects, not only during design and installation, but also for continuous improvement or operational projects.
• Assesses risk, identifying critical service and system dependencies and defining and implementing countermeasures.
• May liaison with outside vendors on matters of new equipment and maintenance procedures.
• Designs secure and resilient AV architecture that meets all the current and anticipated future AV requirements of the organization.
• Ensures the AV processes, metrics and documentation are regularly reviewed and audited for efficiency, effectiveness, and compliance.
• Produces and keeps up to date all AV design, architectural, policy, training and specification documentation.
• Stays abreast of current technology in the field and subsequently implements new equipment and processes to meet company or user needs. 
• Recommends proactive, innovative IT solutions for the improvement of AV system design and operation whenever and wherever possible.
• Translates logical designs into physical designs, taking account of business requirements, target environments, processes, performance requirements, existing systems and services, and any potential reliability-related aspects.
• Creates and maintains AV design policies, philosophies and criteria, covering all areas including connectivity, capacity, interfaces, security, resilience, recovery, access and remote access, and ensuring that all new services meet their service levels and targets.
• Travels as needed to support the AEL AV systems, including business conferences, agent appreciation events, or other sponsored functions.

AV System Support

• Manages and maintains the organization’s AV services
• Educates customers on the services available and how to properly utilize them.
• Helps formulate AV packages and associated options to best meet customers’ needs.
• Performs advanced AV system administration and configuration.
• Conducts advanced AV system testing, monitoring, and troubleshooting
• Backs up and restores AV systems.
• Contributes to and maintains the AV related content of the knowledge base
• Performs other related work as assigned.

SUPERVISORY RESPONSIBILITIES:

Direct Reports: 0

General Description of Indirect Reports (2 and 3-downs):  0

EDUCATION AND/OR EXPERIENCE:  

• Bachelor’s degree in information technology, business administration or related field of study (preferred); plus three (3) years’ experience in systems or network administration, AV installation /administrative role or equivalent combination of education and/or experience.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

• Manufacturer Certifications (Ex: Cisco, Crestron, BIAMP, Extron, Shure, QCS, etc.) a plus.
• InfoComm CTS Certification preferred.
• Advanced Communications / Networking / AV certifications or experience preferred.

Performance Measurements:

• Availability Metrics- Availability, Outage occurrence rate, average downtime, mean time between failures
• CSAT
• Stakeholder feedback

KNOWLEDGE, SKILLS AND ABILITIES: 

• Top-notch customer service skills and ability to work with customers from all levels of the organization.
• Strong AV technology and system administration aptitude and knowledge (2 to 4 years preferred).
• Advanced system administration and configuration skills.
• Strong knowledge of AV systems best practices and procedures.
• The ability to configure and support the following equipment: projectors, screens, LEDD Displays, video walls, video switchers, amplifiers, microphones, DSPs, and associated peripherals
• The ability to configure and support the following conferencing software / rooms: Teams, Zoom, Polycom, Cisco, Lifesize, Polycom, Clear One
• Strong customer service orientation.
• Scripting and programming skills
• Effective verbal and written communication skills with ability to effectively present information and respond to questions.
• Mathematical skills and strong attention to detail.
• Ability to work cooperatively and successfully with employees, customers, and other outside third parties.
• Strong organizational and planning skills.
• Proficient in the use of Microsoft Office Suite.
• Ability to read, analyze, and interpret schematics, blueprints, network maps, architectural drawings, technical/operational procedures.
• Strong problem-solving skills with the ability to define problems, collect data, establish facts and draw valid conclusions on problems that deal with a variety of concrete variables.
• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.
• Valid driver’s license.
• Ability to travel 20% of the time.

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This description covers the major purpose and essential functions of the job.  It is not intended to give all details or a step-by-step account of the way each task is to be performed.  Employees may receive other job-related instructions and be required to perform other job-related work requested by their manager.  All requirements are subject to possible modification to provide reasonable accommodation to qualified individuals with disabilities.