Audio/Visual and VIP Technology Support Technician

Definitive Healthcare is seeking a collaborative, passionate Meeting/Conference Support Specialist to own our strategic Audio/Visual, conferencing, multimedia platforms. The Meeting/Conference Support Specialist is responsible for technical support and availability of projectors, AV control panels, displays, scheduling panels, monitors and other peripheral devices related to conferences and meetings.

Essential Duties and Responsibilities

This description intends to describe the general nature and level of work performed by the Meeting/Conference Support Specialist and is not intended to include all duties, responsibilities, and qualifications. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide break/fix technical support services for networked and stand-alone audio-visual equipment with a customer first mentality.
• Responding to support requests submitted via ticket system or phone.
• Use knowledgebase articles, where appropriate, to resolve issues
• Document work performed within the service management software; document device and user data as required
• Prioritize issues by level of urgency and triage or escalate unresolved issues as appropriate
• Provide setup and configuration of audio visual and other network devices in compliance with Definitive Healthcare standards; participate in large hardware deployments, moves and new system rollouts
• Perform scheduled preventative maintenance on audio visual and video conferencing systems and upgrade software, data capture and restoration, cleaning physical hardware, replacement of broken or out-of-warranty hardware and cable management
• Use Definitive Healthcare’s values to govern decisions, actions, and behaviors.
• Assist with project scoping, testing, and commissioning of new AV spaces as necessary
• Support in-person and Hybrid AV Events as needed.
• Occasional after-hours and weekend work. May be responsible for covering shifts alone.
• Other duties and responsibilities as assigned

Additional Qualifications

• Superior communication skills, oral and written; the ability to convey technically complex information and concepts in easily understood terms.
• Able to excel in a fast-paced work environment.
• Superb organizational skills with the ability to prioritize and complete work in a timely manner.
• Exhibit professional behavior and ability to promote positive working relationships.

Minimum Requirements

We believe you have the experience and technical knowledge to work in this highly autonomous role where you will have full responsibility for our quickly evolving user base. You strive to always deliver gold standard customer service and can communicate clearly with teammates, end users and leadership. 

• 2+ years working in an IT desktop support role.
• 2+ years working with audio-video and conference room hardware and systems.
• Outstanding customer service and interpersonal skills.
• Ability to perform well in difficult or stressful situations while maintaining composure and friendliness.
• Skills in the standard tools, concepts, and practices of IT technical support and incident management  
• Strong ability to analyze root cause and troubleshoot technical issues independently 
• Knowledge of Active Directory including management, securities, permissions.
• Experience with management tools.
• Understanding of basic network principals including VPN.
• Ability to thrive in a fast paced and dynamic environment, with ever changing priorities and tasks.
• Understanding of concepts of ITIL or ITSM.
• Experience with any of the following is a plus:
  • JAMF or other Mobile Device Management tools.
  • Kaseya, Kace or other Remote monitoring and Management tools.
  • Linux and Mac OSes.
  • Powershell and scripting.
• Three to five years of hands-on experience with the installation, repair and troubleshooting of AV technology
• CTS or other technical certifications a plus

COMPETENCIES

• Ability to adapt to the ever-changing technology curve while working in a cross-functional team environment. Advanced ability to multitask is essential.
• Must have the ability to take initiative when technical problems arise and use independent judgment to take immediate corrective actions.
• Ability to adapt and be flexible in a variety of situations ranging from minor to potentially catastrophic.
• Must have expert attention to detail with the ability to prioritize and meet deadlines; time management is essential.
• Ability to train and disseminate technical information to all levels of employees.
• Must be able to resolve technical problems in a timely fashion.
• Must be able to support and contribute to team goals.