Job Description

Duties and Responsibilities

• Support onsite meetings on the 10th and 11th floors, ensuring all technical requirements are met.
• Communicate with meeting coordinators and staff to confirm meeting needs and technical setups.
• Monitor incoming meeting support requests through Asana.
• Complete, track, and triage AV/IT requests using Zendesk and conference room scheduling software (Condeco).
• Perform Tier 1 troubleshooting AV infrastructure, including:
• Integrated teleconferencing systems
• Video conferencing (VTC) systems
• Crestron control systems
• Digital signage displays
• Escalate unresolved or complex IT and AV issues to Tier 2 teams after thorough Tier 1 troubleshooting efforts.
• Support the development, maintenance, and updating of technical documentation, standard procedures, and knowledge base articles.
• Provide Tier 1 Helpdesk support, including:
• Troubleshooting hardware, software, and peripheral device issues (PCs, laptops, Macs, printers, AV devices).
• Installing, configuring, and maintaining end-user devices and software according to client standards.
• Resolving technical tickets using Azure and remote support tools.
• Ensuring endpoint devices comply with company security policies
• Assist the Technical Support Manager and the broader DIGITAL Support team with additional tasks and projects as assigned.

Required Skills

• Proficient in troubleshooting hardware, software, and peripheral issues (PCs, Macs, printers, AV devices).
• Working knowledge of SharePoint for file sharing, collaboration, and document management.
• Experience using Zendesk (or similar ticketing systems) for issue tracking and resolution.
• Administration skills using Azure Active Directory (account management, password resets, group assignments).
• Familiarity with meeting room AV setups, including microphones, Crestron control systems, teleconferencing, and VTC systems.
• Strong customer service and communication skills for supporting non-technical users.
• Ability to prioritize, document, and manage multiple tasks in a fast-paced environment.

Required Experience

• 2–3 years of experience providing IT and/or AV technical support.
• Hands-on experience supporting Windows and Mac operating systems.
• Experience providing in-person event or meeting technical support.
• Experience with remote access tools to support end-user troubleshooting.
• Exposure to conference scheduling platforms such as Condeco (preferred but not required).
• Ability to lift 35 pounds

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