AV Technician / Service Desk Agent

Job Description

Title: AV Technician / IT Service Desk Agent

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Location: Arlington, VA

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Duration: 12+ Months

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Essential Duties and Responsibilities

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CONFERENCE ROOM AND CONFERENCE CENTER AV SUPPORT

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• Perform daily opening checks and scheduled pre-event inspections of conference rooms, divisible spaces, and Conference Center AV systems; verify displays, projectors, microphones, speakers, cameras, room controls, cabling, lecterns, confidence monitors, and presentation sources.

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• Set up, test, monitor, and tear down audiovisual configurations for meetings, town halls, training sessions, Board or executive meetings, conferences, webcasts, and hybrid events.

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• Provide in-room and event-side support for Microsoft Teams, Zoom and Webex meetings, content sharing, presenter transitions, microphone management, camera framing, audio reinforcement, remote-participant experience, recording, and basic production needs.

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• Respond quickly and professionally to active meeting disruptions, restore service using documented troubleshooting procedures, provide practical workarounds, and escalate when restoration requires additional technical expertise.

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• Coordinate technical rehearsals and presenter checks for complex or high-visibility events; confirm run-of-show requirements, room layout dependencies, remote presenter connections, media formats, accessibility needs, and backup plans.

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IT SERVICE DESK AND END-USER SUPPORT

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• Receive, document, prioritize, troubleshoot, and resolve incidents and service requests through NRECA’s Service Desk channels and ServiceNow processes.

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• Provide walk-up, desk-side, remote, and phone support for Windows laptops, Microsoft 365 applications, Microsoft Teams, peripherals, printing, mobile devices, account access, connectivity, and common workplace technology issues.

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• Apply first-contact resolution practices while maintaining a calm, service-oriented experience for employees, executives, members, guests, and external presenters.

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• Route and escalate unresolved issues to the appropriate support team with complete diagnostic notes, business impact, troubleshooting performed, logs or screenshots when appropriate, and clear ownership.

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OPERATIONAL READINESS, MAINTENANCE, AND INVENTORY

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• Maintain room-readiness checklists, support calendars, event coverage plans, quick-reference guides, known-error records, knowledge articles, and standard operating procedures.

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• Perform routine preventive maintenance, firmware and software checks, cable and connector inspections, battery replacement, equipment cleaning, and functional testing within approved procedures and change controls.

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• Track AV equipment, loaner devices, adapters, microphones, cables, remotes, and consumable supplies; promptly report loss, damage, lifecycle risk, or recurring equipment failures.

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• Assist with AV technology refreshes, installations, acceptance testing, vendor visits, room upgrades, and post-installation validation.

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• Identify recurring incidents and room reliability trends; contribute evidence to Problem Management and recommend improvements to equipment, standards, monitoring, documentation, or user guidance.

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CUSTOMER SERVICE, COMMUNICATION, AND COORDINATION

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• Communicate status, impact, workarounds, and restoration expectations in clear, non-technical language tailored to the audience.

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• Coordinate with Conference Center operations, Facilities, Network Operations, Desktop Engineering, Unified Communications, Information Security, event planners, and third-party AV providers.

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• Protect confidential or sensitive information encountered during support activities and follow NRECA personnel, administrative, privacy, security, and acceptable-use requirements.

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• Deliver brief user orientations and just-in-time coaching on room controls, Teams meeting features, microphones, content sharing, and hybrid meeting practices.

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• Support service improvement by collecting customer feedback, sharing lessons learned, and maintaining a respectful, resourceful, responsive, and relationship-focused service approach.

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Qualifications

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Formal Education Required

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• Associate degree or technical diploma in Information Technology, audiovisual technology, electronics, communications, or a related field. An equivalent combination of relevant education, technical training, and work experience may substitute for the degree.

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Experience and Certifications Required

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• Three or more years of combined experience supporting enterprise audiovisual systems, conference rooms, live or hybrid events, IT Service Desk operations, desktop support, or a similar customer-facing technical role.

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• Demonstrated experience supporting Microsoft Teams, Zoom and/or Webex meetings and common room technologies such as cameras, microphones, speakers, displays, projectors, presentation switchers, room-control interfaces, and wired or wireless content sharing.

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• Experience using an IT service management platform such as ServiceNow to record incidents and requests, document resolution, manage assignment and escalation, and meet service expectations.

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• Experience supporting Windows, Microsoft 365, laptops, peripherals, basic network connectivity, and end-user collaboration technology.

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• Preferred certifications include AVIXA Certified Technology Specialist (CTS), Microsoft 365 Certified: Endpoint Administrator Associate or Teams-related credentials, CompTIA A+, and ITIL 4 Foundation. Equivalent vendor training from Crestron, Extron, Q-SYS, Shure, Logitech, or Biamp is beneficial.

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Knowledge, Skills and Abilities Required

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• Working knowledge of audio signal flow, microphone types and placement, gain structure, echo and feedback symptoms, video signal paths, display and projector operation, conferencing peripherals, and basic control-system troubleshooting.

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• Ability to diagnose problems systematically, distinguish AV, endpoint, network, application, cabling, configuration, and user-operation issues, and restore service under time pressure.

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• Ability to support high-visibility meetings discreetly and professionally, including interactions with senior leadership, Board members, members, guests, and external presenters.

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• Excellent customer service, active listening, verbal communication, and written documentation skills, with an ability to translate technical information into plain language.

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• Ability to follow incident, request, change, problem, knowledge, asset, security, safety, and vendor-management procedures.

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• Ability to organize competing priorities, manage scheduled event commitments and unplanned support demand, and maintain attention to detail during live events.

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• Ability to work independently while coordinating effectively with cross-functional IT, Facilities, Conference Center, and vendor teams.

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• Ability to create and maintain accurate technical documentation, room diagrams, checklists, knowledge articles, support notes, and event records.

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• Ability to use Microsoft Word, Excel, Outlook, PowerPoint, Teams, and other job-related tools and equipment.

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• Ability to report to the Arlington office as required and adjust work hours when necessary to support scheduled events.

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