Systems Administrator - Audio-Visual and Video Conferencing

Job Summary:

The Systems Administrator/Operations Support Specialist - Intermediate is responsible for providing technical support and operational assistance for audio-visual, telecommunications, and video conferencing systems. This role involves troubleshooting, user onboarding and training, vendor coordination, documentation, and project participation to ensure seamless system functionality and service delivery. Responsibilities:

• Maintain and update system manuals, training materials, and process documentation.
• Onboard and train external users, including remote witnesses, legal counsel, and public users, on application setup and usage.
• Coordinate with third-party vendors for equipment upgrades, repairs, and service monitoring to ensure timely issue resolution.
• Participate in projects involving system testing, implementation of new technologies, and process improvements.
• Manage inventory data within the CMDB and maintain daily reports and dashboards.
• Review and validate system logs for troubleshooting and quality control.
• Support operational excellence by applying ITIL/ITSM frameworks and project management best practices.

Required Skills & Certifications:

• Minimum 2 years of experience with audio-visual and video conferencing hardware and software.
• Minimum 2 years of incident management experience with strong knowledge of ITIL/ITSM frameworks and processes.
• Minimum 1 year of experience in reporting, dashboard creation, and documentation.
• Strong knowledge of AV hardware including projectors, microphones, speakers, cameras, and control systems like Crestron and Extron.
• Familiarity with video conferencing platforms such as Zoom, Microsoft Teams, Cisco Webex, and related codecs.
• Understanding of signal flow, connectivity standards (HDMI, USB, network AV), and VoIP/PBX basics.
• Solid grasp of network fundamentals including TCP/IP and bandwidth requirements for video calls.
• Proficiency with major operating systems: Windows, macOS, iOS, Android.
• Excellent verbal and written communication skills for technical support and training.
• Experience liaising with vendors and coordinating service delivery.
• Analytical and problem-solving skills to diagnose and resolve hardware, software, and network issues.

Preferred Skills & Certifications:

• Experience with emerging AV and video conferencing technologies and trends.
• Familiarity with LAN/WAN, routers, and switches.
• Project management experience and ability to apply structured processes.
• Experience working with judiciary or sensitive stakeholders demonstrating tact and discretion.
• Knowledge of quality control processes and ability to act as liaison between business users and vendors.

Special Considerations:

• Must maintain professional and diplomatic communication with judiciary, legal counsel, and sensitive external users.
• Ability to support users remotely across various devices and platforms.
• Strict adherence to ITIL/ITSM incident, change, and configuration management processes.

Scheduling:

• Standard operational hours with potential need for flexible support during project rollouts or incident management.
• May require coordination across multiple time zones or with external vendors as needed.