IT/AV L2 Technician

The Level 2 IT/AV Hybrid Technician is a proactive, solutions-driven professional who thrives in both fast-paced and steady-state environments. This role blends hands-on IT and AV support with a forward-thinking approach to process improvement and user experience.

Ideal candidates will possess exceptional written and verbal communication skills, demonstrate critical thinking under pressure, and take initiative during slower periods to optimize systems and workflows. They will troubleshoot complex IT and AV issues, create clear documentation (knowledge base articles and user stories), and proactively improve end-user experiences through innovative support strategies and application design ideas.

Success in this role requires strong collaboration, adaptability, and partnership with cross-functional teams to deliver consistent, high-quality technical support aligned with global standards.

Key Responsibilities

IT Support

• Act as an escalation point for Level 1 support, ensuring daily and weekly tasks are completed on schedule.
• Provide onsite end-user support for Mac and Windows devices, including triage and escalation when required.
• Troubleshoot hardware and software issues across Windows, macOS, Chrome OS, iOS, and Android platforms.
• Deliver white-glove service and partner closely with the Executive Support team to resolve high-priority needs.
• Support and maintain enterprise tools such as Zoom, Google Workspace, Google Meet, Jamf, and Intune.
• Perform laptop deployment, imaging, provisioning, and device collection for onboarding and offboarding processes.
• Provide basic network and infrastructure support, including remote-hands assistance.
• Maintain IT inventory, storage assets, and accurate documentation.
• Manage and process e-cycle and e-waste tasks, coordinating with vendors for proper device disposal.
• Troubleshoot and coordinate printer repairs and maintenance with vendors.
• Execute IT moves, adds, and changes as required.
• Utilize ticketing systems such as Zendesk and Jira for task tracking and escalation management.
• Ensure all workstation peripherals—including monitors and docking stations—are fully functional.

AV Support

• Serve as an escalation point for Tier 1 AV troubleshooting and support tickets.
• Set up and maintain AV systems, including mobile event carts and conference room technology.
• Provide onsite AV support: equipment setup, cable management, troubleshooting, and break/fix tasks.
• Conduct preventative maintenance and regular testing of conference-room AV equipment.
• Support live events by preparing, installing, and removing gear as needed.
• Collaborate with cross-functional teams and administrative staff to ensure rooms are configured and functioning to standard.
• Ensure exceptional end-user experience in all conference and event spaces.

Qualifications

• 2–3 years of experience in IT or AV technical support.
• Strong understanding of computer hardware, OS environments, and common enterprise applications.
• Working knowledge of AV systems, conference room technology, and event support.
• Excellent communication and customer service skills in both English and Spanish.
• Experience working with global teams preferred.

Certifications / Experience:

• A+ Certification (preferred not required)
• Inventory Systems - 1-2 years (Required)
• Ticketing Systems - 1-2 years (Required)
• Prior experience with Conference Room hardware and AV signal-flow (Strongly Preferred)
• AV conference room troubleshooting & support: 1-2 years (Required)
• AV Equipment installation experience is preferred
• Demonstrated experience working independently and with diverse groups
• Dependable -- Punctual, Detail-oriented, and Proactive
• Windows: 1 year (Preferred)
• Hardware/Software break-fix: 3 years (Preferred)
• Mac OS: 3 years (Required)
• Help desk: 2 years (Required)