Customer Support Analyst

Education

• A high school diploma or equivalent with at least journey-level work experience in Audiovisual Support with apprentice-level experience in supporting Information Technology. Some academic or vocational level education is preferred.

Experience

• Skilled at installing and providing technical support for audio-visual equipment in a professional environment that includes, Projection systems, LCD TV systems, Wireless presentation devices, Video conferencing equipment, software applications, operating systems and personal computer hardware
• Have advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
• Have advanced knowledge of Microsoft products, such as operating systems, Microsoft Office suite including Outlook in a networked environment
• Have the ability to do advanced troubleshooting on various manufacturers of computers, peripherals and audio-visual equipment.
• ability to plan, organize, manage and track projects
• ability to communicate effectively both verbally and in writing
• ability to read, understand, and comply with the department''s policies

Primary Job Duties/ Tasks

• Plan, organize, and implement the maintenance and operation of sound equipment, video projectors, cameras, microphones, sound consoles, speakers, IT equipment, and other technical systems used during events
• Maintain and test audiovisual equipment and perform basic troubleshooting
• Maintain digital signage solution 4. Install, set up, and operate sound equipment, video projectors, and other various forms of audiovisual and IT-related systems as needed
• Provide support for live digital meeting technologies such as Microsoft Teams or Zoom
• Apply basic principles of operational support of computer hardware and software
• Oversee operation and quality of computer training classroom to ensure equipment is in good condition
• Evaluate equipment needs and notify supervisor of the need to repair or replace as well as handle the contacting of relevant service providers to complete repairs
• Ensure that sufficient spares are stocked to maintain or replace parts and equipment, including consumables
• Be on-site to assist in performances and deal with technical emergencies or issues as required. This may include after-hours
• Utilize proper safety practices and procedures in line with the use of A/V equipment and related cabling
• Perform other related duties pertaining to Audiovisual and Information Technology Support as requested by Supervisor
• Provides training on the use of equipment as needed and serves as technical advisor to all areas for the purchase of new audio/video equipment and conference room renovation planning
• Assists the Workstation Support Supervisor in the troubleshooting of specialized applications
• Assists with standard workstation support issues and PC replacements as needed

Job Specific Knowledge, Skills, and Abilities

• Skilled in the installation, maintenance, trouble shooting, and support of audio video presentation equipment including basic room setup and design.
• Ability to perform advanced troubleshooting on various manufacturers of audio video equipment Advanced knowledge of Microsoft products, including operating systems, Office suite and Outlook in a networked environment
• Knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments.
• Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware
• Ability to plan, organize, manage and track projects
• Ability to communicate effectively both verbally and in writing
• Ability to read, understand, and comply with the department''s policies
• Ability to multi-task, appropriately prioritize, work with minimal supervision, and achieve results in a fast-paced environment is required

Personal Attributes:

• Able to be trusted with sensitive information
• Accountable team player who believes no task is too small or too big to tackle
• Possess a high level of honesty and integrity in all matters
• Experience at working both independently and in a team-oriented, collaborative environment
• Advanced interpersonal, written, and oral communication skills
• Excellent listening and interpersonal skills
• Ability to conduct research into issues and topics as assigned
• Can conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities
• Must be able to learn, understand, and apply new things quickly
• Ability to effectively communicate ideas
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and creative problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong customer service orientation

General Knowledge Skills and Abilities

• Initiative: Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.
• Communication: Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.
• Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.
• Decision Making: Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis.
• Flexibility: is open to change, new processes (or process improvement), and new information. Can adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.
• Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others
• Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.
• Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.
• Team Building: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team.
• Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.