This position provides tier-2 level technical support to include but not limited to diagnosing, troubleshooting, repairing and debugging complex IT and A/V equipment, computer systems, complex software, or networked and/or wireless systems.
Must be able to work approximately 7:30 a.m. – 4:30 p.m. M-F and flexible schedule of overtime extended hours and weekends when required
Duties & Deliverables
Provide custom complex A/V diagnosis and solution planning and design
Provide A/V equipment maintenance, repair and troubleshooting
Provide sound/mix board, speaker and microphone operation
Confer and test A/V setup with management, end users and presenters to coordinate and establish support requirements
Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software
Report design, reliability and maintenance problems or bugs to management
Provide customer installation and training when applicable
Provide support to customer/users where the product is highly technical or sophisticated in nature
Communicate with product/vendor support personnel and potentially the customer when the customer's problem cannot be resolved directly by internal resources.
Required Education & Experience
High School diploma or equivalent with 3+ years IT experience. May substitute additional degrees for experience.
Required Citizenship and Security Clearance:
Must be a United States citizen
Must be able to obtain & maintain DHS Public Trust security clearance
Proven proficient multimedia A/V skills including but not limited to A/V system installation, configuration and operation
Proven advanced working knowledge of Microsoft Windows
Proven advanced working knowledge of PC and laptop hardware installations and troubleshooting
Certified Technology Specialist (CTS) certification
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