Position Overview
The Audiovisual (AV) and Videoconferencing (VC) Onsite Support Technicians will provide support for the Law Firms New York City and Northern California Offices. This position will offer an enhanced level of service, management of policies and procedures, SOP’s and mentoring of existing personnel as scheduling and day-to-day objectives will allow.
Job Responsibilities:
Day-to-Day Support
- Supervise and or troubleshoot AV/VC equipment problems, coordinating with outside vendors as appropriate.
- Perform preventive maintenance for conference rooms if required.
- Ensure that all AV/VC equipment is on the same version of software and, as new releases are available, install software on all local equipment. These software/firmware updates will be coordinated with authorized Client and IMT personnel to account for Client standards and operational requirements including adherence to the firms Change Control procedures.
- Ensure that all support requests are tracked.
- Operate audiovisual systems and equipment during designated meetings as needed.
- Support of highest priority meetings i.e. Town Hall, Pro Bono, Business Development and other designated special meetings.
Client Service
- Work within mutually agreed upon procedures, processes, and workflows by Client and IMT to support meetings and End-Users. Follow established client Standard Operating Procedures (SOP) currently in place.
- Meet with internal client end-users or support staff before meetings and presentations to understand the requirements for how the audiovisual systems will be used.
- Operate audiovisual equipment for those meetings which require an operator.
- Provide immediate or “emergency” in person problem resolution if necessary and escalate unresolved problems to IMT or other vendor Help Desk or appropriate technical resource.
- Proactively identify procedural or technical improvements that could be made to elevate client service levels for implementation.
Training
- Coordinate & conduct informal training sessions as time permits to educate end users and staff on the capabilities of the conference rooms and best practices.
Administrative Services
- Maintain and provide timely reporting to Clients Technical staff.
- Track and document daily activity per IMT requirements.
- Ongoing familiarization with all Clients SOP measurements and metrics.
- Administer quarterly business reviews and updates.
Supplemental Audiovisual Technical Support
- Escalate unresolved issues to the IMT AV Help Desk.
- The Help Desk will work with On-Site Personnel to qualify the problem and coordinate the service visit by an IMT Technician.
- The IMT Onsite Support Technician will be the primary contact between Client and the supplemental IMT Technical Support resource.
- The IMT On-Site Support Technician role from a technical support standpoint will be to act as a catalyst to problem resolution.
Competencies
- Must have 5+ years’ experience as an AV/VC Technician.
- Srong verbal and proven written skills.
- Configure and support platforms like Zoom, Microsoft Teams Rooms, Cisco Webex, Google Meet.
- Set up and troubleshoot hardware codecs (HP-Poly, Cisco) and soft codec rooms.
- Configure USB-based VC systems and all-in-one bars (Logitech Rally, HP-Poly Studio, Neat, Crestron).
- Deploy firmware updates and manage IP control interfaces.
- Read and follow engineering drawings and system schematics.
- Train users on AV systems and conferencing tools.
- Provide clear status updates and issue reports.
Professional Qualities
- Inspires co-workers to attain goals & pursue excellence.
- Identifies opportunities for improvement & makes constructive suggestions for change.
- Complies with and helps to enforce IMT standard policies and procedures.
- Ethical conduct/ confidentiality, personal effectiveness/credibility.
Teamwork
- Consistently acknowledges and appreciates each team member’s contributions.
- Willing to help his/her fellow team members when necessary.
Work Conditions
- Dress code is set by the Client. Adhere to their policies. Look presentable & professional at all times.
- Sitting for extended periods of time.
Job Types: Full-time, Contract
Pay: $110,000.00 – $115,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Work Location: In person
