Support Tech (Audio/Visual/Technical)

100% On-Site - Austin, TX

Support Technician (Audio/Visual/Technical)

WORK DESCRIPTION:

Primary Roles and Responsibilities

• Audio Video
  • Provide hands on support for users at onsite meetings
  • Regulates sound inputs and feeds and/or coordinates audio feeds with live broadcasts and recordings.
  • Troubleshoots and performs repairs and routine cleaning of audio and video equipment.
  • Sets up, hauls, loads, and unloads equipment; operates cameras, lighting equipment, teleprompters, microphones, and other audio equipment; and monitors and adjusts equipment during recording sessions.
  • Constructs and position sets, lighting equipment, and other City equipment and property.
  • Determines video production equipment needs and makes recommendation for purchases.
  • Research technology solutions to address video production needs.
• Technical Support
  • Provide end-to-end coordination of outages
  • Gather/verify caller contact information
  • Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.
  • Triage and troubleshoot customer calls; Escalation point as Tier 1/2 Support
  • Support Microsoft SCCM
  • Perform enterprise desktop installations and updates via managed services
  • Perform call-backs within target-response-times
  • Provide support of Microsoft desktop suite of applications (such as Office, IE, etc.)
  • Monitor Service Desk queues
  • Update/escalate tickets as appropriate
  • Monitor systems for problems/alerts
  • Systems Administration
  • Perform systems/accounts administration within target-response-times
  • Assist with conference room Exchange calendars
• Documentation systems and processes
  • Document, test, and publish processes/procedures
  • Participate in developing and testing knowledge management content (knowledgebase)
  • Assist Service Desk resources with knowledge management activities
• Training & Development
  • Attend product training as deemed appropriate
  • Achieve technical certifications as determined by IT management
  • Maintain awareness of IT quality programs and standards

Years

Skills/Experience

4-7

Setting up and maintaining A/V equipment

4-7

Perform installs of A/V equipment

4-7

Install and maintain hardware and/or software for desktop systems

1

Troubleshoot computer, printer problems

2

Provide professional technical customer service to users.

2

Schedule, document, and close work orders via support software

Valid Texas Class C Driver License.

Preferred (Optional):

Years

Skill/Experience

1

Perform Advanced System administration duties, e.g. adding user accounts, group policy Management, packaging and deploying software

1

Track and monitor company technology asset inventory

1

Computer certification