Onsite Maintenance Technician

AV/IT Support Lead – Level 2

The AV/IT Support Lead – Level 2 serves as the onsite operational and technical lead for AVI-SPL's Technology Support Services team. This individual is responsible for coordinating the daily activities of the onsite AV/IT Support team while providing advanced technical support across classroom technologies, conference room technologies, collaboration platforms, audiovisual systems, and endpoint technologies. The AV/IT Support Lead – Level 2 serves as the primary technical escalation point for the onsite team and works closely with stakeholders to support consistent service delivery, technology readiness, and a positive user experience. In addition to providing advanced technical support, the Lead is responsible for coordinating service priorities, maintaining operational documentation, supporting technology initiatives, and identifying opportunities to improve service delivery and operational efficiency.

WHO WE ARE AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services. Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

Minimum Qualifications Bachelor's degree in Information Technology, Audiovisual Technology, Computer Science, or a related discipline, or an equivalent combination of education and experience. Four (4) or more years of experience supporting audiovisual systems, collaboration technologies, endpoint technologies, or customer-facing technical support services. Previous experience providing technical leadership or coordinating technical support activities. Experience supporting classroom, conference room, and collaboration technologies. Experience supporting Microsoft Teams Rooms, Zoom Rooms, or similar collaboration platforms. Experience supporting Windows and macOS operating systems. Experience supporting Microsoft 365 applications and services. Strong troubleshooting, analytical, organizational, and customer service skills. Excellent written and verbal communication skills. Ability to work onsite full-time and travel between designated campus locations as required.

Preferred Qualifications Experience supporting technology services within a Higher Education environment. Experience supporting Logitech collaboration technologies. Familiarity with Crestron room control technologies. Familiarity with audiovisual signal flow, displays, microphones, cameras, control systems, and room technology components. Experience with ServiceNow or similar IT Service Management platforms. ITIL Foundation certification or equivalent service management experience.

Key Service Responsibilities The AV/IT Support Lead – Level 2 is responsible for coordinating the successful delivery of onsite Technology Support Services. Responsibilities include: Coordinate daily onsite AV/IT Support activities and establish operational priorities. Serve as the primary technical escalation point for complex classroom, conference room, collaboration technology, audiovisual, and endpoint technology issues. Support Microsoft Teams Rooms, Zoom Rooms, Logitech collaboration technologies, Crestron room control technologies, and other approved audiovisual systems. Assist with maintaining operational readiness of classrooms, conference rooms, collaboration spaces, and related technologies. Provide advanced technical support for Windows, macOS, Microsoft 365, endpoint devices, peripherals, and approved mobile technologies. Coordinate white glove support for executive meetings, presentations, and other scheduled events as requested. Develop, maintain, and improve operational documentation, standard operating procedures, and knowledge base articles. Mentor and provide technical guidance to AV/IT Support Technicians – Level 1 while promoting consistent service delivery and customer service best practices. Coordinate with technology teams and third-party vendors to facilitate issue resolution, technology deployments, and project activities. Support technology refresh initiatives, hardware deployments, functional testing, and User Acceptance Testing (UAT) efforts. Monitor recurring technical issues and recommend process improvements that enhance operational efficiency and the overall user experience. Perform other duties reasonably related to the successful delivery of Technology Support Services.

The responsibilities identified above are representative of the AV/IT Support Lead – Level 2 role and are not intended to represent an exhaustive list of day-to-day activities. Responsibilities may evolve to support changing operational requirements and technology initiatives throughout the term of this Statement of Work.

The Onsite Maintenance Engineer will work in partnership with the customer, management team, global helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience.

WHY YOU'LL LIKE WORKING HERE Medical benefits, including vision and dental Paid holidays, sick days, and personal days Enjoyable and dynamic company culture Training and professional development opportunities

MORE ABOUT US AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor. AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account. Pay Type Min Base Max Base Hourly $34/hr $39/hr