AV Support Technician

The AV/IT Support Technician - Level 1 serves as a member of AVI-SPL's onsite Technology Support Services team supporting Northeastern University's New York City campus. Working directly with faculty, staff, students, and guests, the Technician provides day-to-day support for classroom technologies, conference room technologies, collaboration platforms, audiovisual systems, endpoint devices, and related user technologies.

The AV/IT Support Technician - Level 1 is responsible for responding to incidents and service requests, supporting technology readiness activities, assisting users with supported systems, and escalating more complex issues to the AV/IT Support Lead - Level 2 or other designated support teams as appropriate. The role requires a strong customer service orientation, foundational technical troubleshooting skills, and the ability to support a diverse campus technology environment.


AV/IT Support Technician - Level 1

Resource Description

The AV/IT Support Technician - Level 1 serves as a member of AVI-SPL's onsite Technology Support Services team supporting Northeastern University's New York City campus. Working directly with faculty, staff, students, and guests, the Technician provides day-to-day support for classroom technologies, conference room technologies, collaboration platforms, audiovisual systems, endpoint devices, and related user technologies.

The AV/IT Support Technician - Level 1 is responsible for responding to incidents and service requests, supporting technology readiness activities, assisting users with supported systems, and escalating more complex issues to the AV/IT Support Lead - Level 2 or other designated support teams as appropriate. The role requires a strong customer service orientation, foundational technical troubleshooting skills, and the ability to support a diverse campus technology environment.

Minimum Qualifications

• Associate's degree in Information Technology, Audiovisual Technology, Computer Science, or a related discipline, or an equivalent combination of education and experience.
• One (1) or more years of experience providing customer-facing technical support.
• Foundational experience supporting classroom, conference room, collaboration, audiovisual, or endpoint technologies.
• Experience supporting Windows and macOS operating systems.
• Experience supporting Microsoft 365 applications and services.
• Strong troubleshooting and analytical skills.
• Excellent interpersonal and customer service skills.
• Ability to communicate technical concepts clearly to both technical and non-technical users.
• 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 Microsoft Teams Rooms and Zoom Rooms.
• Familiarity with Logitech collaboration technologies.
• Basic knowledge of audiovisual signal flow, displays, microphones, cameras, room control systems, and classroom technologies.
• Familiarity with Crestron room control technologies.
• Experience using ServiceNow or similar IT Service Management platforms.
• ITIL Foundation certification or equivalent service management experience.

Key Service Responsibilities

AV/IT Support Technicians - Level 1 are responsible for delivering onsite Technology Support Services throughout Northeastern University's New York City campus. Representative responsibilities include:

• Provide onsite support for classrooms, conference rooms, collaboration spaces, audiovisual systems, and related user technologies.
• Support Microsoft Teams Rooms, Zoom Rooms, Logitech collaboration technologies, and other approved room technology systems.
• Assist with classroom technology validation, conference room readiness checks, functional testing, and User Acceptance Testing (UAT) activities following maintenance, upgrades, or technology deployments.
• Provide meeting and classroom assistance, including basic meeting start-up support, instructor support, and white glove support as requested.
• Perform basic troubleshooting of displays, cameras, microphones, speakers, touch panels, conferencing systems, and other supported audiovisual components.
• Assist with approved firmware updates, configuration changes, and room technology maintenance activities under direction from the AV/IT Support Lead - Level 2 or other designated technical resources.
• Provide onsite technical support for Windows, macOS, Microsoft 365, endpoint devices, printers, peripherals, and approved mobile technologies.
• Perform workstation deployments, hardware installations, software installations, device configuration, device enrollment, and approved equipment replacements.
• Respond to incidents and service requests while providing timely, professional, and customer-focused technical assistance.
• Document incidents, service requests, troubleshooting activities, and resolutions within the University's approved service management platform.
• Develop and maintain operational documentation and knowledge base articles to support consistent service delivery.
• Assist with equipment inventory, asset updates, stocking activities, and technology refresh initiatives as assigned.
• Coordinate with the AV/IT Support Lead - Level 2, Northeastern University technology teams, and third-party vendors to facilitate issue resolution and project activities.
• Perform other duties reasonably related to the successful delivery of Technology Support Services.

The responsibilities identified above are representative of the AV/IT Support Technician - Level 1 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.

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

$28/hr

$31/hr