AV Specialist- 3607337

Daily Responsibilities: 

• Works closely with all-levels of staff to produce onsite and multi-site meetings, high-profile events, and virtual meetings.
• Efficiently completes and tracks AV requests through automated ticketing system (Zendesk), including triaging/routing incidents, and through conference room scheduling software (Resource Central) or Smartsheet.
• Provides technical guidance and support for all stages of a meeting, including virtual/webinar planning and coordination, user training, webinar operator support, event rehearsals or attendee technical sessions, and troubleshooting issues with vendors.
• Oversees webinar production for events assigned technical logistics and collaboration with other teams/departments to ensure all webinar/event needs relating to those components are successfully executed to the highest standards.
• Trains staff on AV software or hardware, best practices, and offer recommendations. Act as a subject-matter expert on behalf of the team when required. Must be able to create/edit slide decks, user guides, technical documentation, or training materials/resources.
• Quickly assesses situations to find strategic, effective resolutions to meet event needs.
• May require travel between two offices a block away from each other.

Required Software/Technical Skills: 

• Understanding of conference room audio-visual systems, desktop hardware and software, and technical troubleshooting steps.
• Understanding of webinar features and best practices with leading webinar products such as GoToWebinar, GoToMeeting, ON24, WebEx, Adobe Connect, or Zoom etc.
• Technologically savvy, displaying a willingness to seek out technology solutions to events and business challenges.
• Works well under pressure and is a quick learner in a fast-paced environment.
• Excellent time management and organization skills, with the ability to manage multiple projects simultaneously.
• Exceptional customer service, communication skills (both written and verbal), and interpersonal skills, as this position requires interaction with all levels of staff across PCORI.
• Excellent presenter skills and is comfortable in front of an audience. Can deliver “white glove” treatment with coordinating or troubleshooting with users via any communication method.
• Ability to explain technical concepts in a concise, easy-to-understand language for end-users.
• Ability to facilitate quick resolutions or workarounds when necessary.
• Ability to move furniture and other equipment for room setups. Setups may require connecting power cables under tables for in-table power outlets.
• Ability to give instructions and troubleshoot issues remotely.

Required Work Experience: 

• 1-5 years of experience as an AV technician/specialist supporting AV, VTC, and integrated VoIP teleconferencing systems that also include the following: knowledge of AV hardware, connecting laptops/room desktop PCs to room displays, setting up microphones, and using VTC codecs or webcams. (Similar experience may be substituted if relatable to the AV industry.)
• 2-5 years of experience supporting in-person or virtual meetings in an AV or webinar support capacity including coordinating with users, and/or managing technical logistics. (Similar experience may be substituted if relatable to the AV industry).
• Well-versed with various webinar platforms and experience training users on software, hardware, or conferencing platforms (ex: Microsoft Teams, GoToWebinar, GoToMeeting, On24, WebEx, Zoom, Adobe Connect, etc.).
• Experience creating technical documentation, FAQs, user guides, PowerPoint slides, video training or other media content, and developing training resources/course outlines.
• Experience working hands-on with users for troubleshooting/training.
• Experience working with vendors to resolve issues or test for required deliverables.
• Experience supporting or managing multiple projects to ensure goals and deadlines are met.
• Exceptional computer technical proficiency with Microsoft Office applications (Word/Outlook/PowerPoint).
• Proficient with a ticketing system (e.g., Zendesk, Remedy).
• Experience with computer graphics, video shooting and post-production services such as basic audio & video editing (e.g., Final Cut, Avid Media Composer).

Preferred, but not required:

• Experience with SharePoint and working in an Office 365 cloud environment.
• Experience with a conference scheduling system (e.g., Resource Central, EMS, MeetingPlanner).
• Experience working with a content management system for digital signage.
• Experience with scripts, storyboarding, and voice narration.
• AV or IT Certifications such as CTS, CompTIA A+ and/or Microsoft Certified Professional (MCP) certification(s).
• Ability to read architectural drawings and diagrams preferred but not required.

Required Degree/Educational Background: 

• 1-5 years of experience as an AV technician/specialist supporting AV, VTC, and integrated VoIP teleconferencing systems that also include the following: knowledge of AV hardware, connecting laptops/room desktop PCs to room displays, setting up microphones, and using VTC codecs or webcams. (Similar experience may be substituted if relatable to the AV industry.)
• 2-5 years of experience supporting in-person or virtual meetings in an AV or webinar support capacity including coordinating with users, and/or managing technical logistics. (Similar experience may be substituted if relatable to the AV industry).