AV Technician / Service Desk Agent

Title: AV Technician / IT Service Desk AgentLocation: Arlington, VADuration: 12+ MonthsEssential Duties and ResponsibilitiesCONFERENCE ROOM AND CONFERENCE CENTER AV SUPPORTPerform daily opening checks and scheduled pre-event inspections of conference rooms, divisible spaces, and Conference Center AV systems; verify displays, projectors, microphones, speakers, cameras, room controls, cabling, lecterns, confidence monitors, and presentation sources.Set up, test, monitor, and tear down audiovisual configurations for meetings, town halls, training sessions, Board or executive meetings, conferences, webcasts, and hybrid events.Provide in-room and event-side support for Microsoft Teams, Zoom and Webex meetings, content sharing, presenter transitions, microphone management, camera framing, audio reinforcement, remote-participant experience, recording, and basic production needs.Respond quickly and professionally to active meeting disruptions, restore service using documented troubleshooting procedures, provide practical workarounds, and escalate when restoration requires additional technical expertise.Coordinate technical rehearsals and presenter checks for complex or high-visibility events; confirm run-of-show requirements, room layout dependencies, remote presenter connections, media formats, accessibility needs, and backup plans.IT SERVICE DESK AND END-USER SUPPORTReceive, document, prioritize, troubleshoot, and resolve incidents and service requests through NRECA’s Service Desk channels and ServiceNow processes.Provide walk-up, desk-side, remote, and phone support for Windows laptops, Microsoft 365 applications, Microsoft Teams, peripherals, printing, mobile devices, account access, connectivity, and common workplace technology issues.Apply first-contact resolution practices while maintaining a calm, service-oriented experience for employees, executives, members, guests, and external presenters.Route and escalate unresolved issues to the appropriate support team with complete diagnostic notes, business impact, troubleshooting performed, logs or screenshots when appropriate, and clear ownership.OPERATIONAL READINESS, MAINTENANCE, AND INVENTORYMaintain room-readiness checklists, support calendars, event coverage plans, quick-reference guides, known-error records, knowledge articles, and standard operating procedures.Perform routine preventive maintenance, firmware and software checks, cable and connector inspections, battery replacement, equipment cleaning, and functional testing within approved procedures and change controls.Track AV equipment, loaner devices, adapters, microphones, cables, remotes, and consumable supplies; promptly report loss, damage, lifecycle risk, or recurring equipment failures.Assist with AV technology refreshes, installations, acceptance testing, vendor visits, room upgrades, and post-installation validation.Identify recurring incidents and room reliability trends; contribute evidence to Problem Management and recommend improvements to equipment, standards, monitoring, documentation, or user guidance.CUSTOMER SERVICE, COMMUNICATION, AND COORDINATIONCommunicate status, impact, workarounds, and restoration expectations in clear, non-technical language tailored to the audience.Coordinate with Conference Center operations, Facilities, Network Operations, Desktop Engineering, Unified Communications, Information Security, event planners, and third-party AV providers.Protect confidential or sensitive information encountered during support activities and follow NRECA personnel, administrative, privacy, security, and acceptable-use requirements.Deliver brief user orientations and just-in-time coaching on room controls, Teams meeting features, microphones, content sharing, and hybrid meeting practices.Support service improvement by collecting customer feedback, sharing lessons learned, and maintaining a respectful, resourceful, responsive, and relationship-focused service approach.QualificationsFormal Education RequiredAssociate degree or technical diploma in Information Technology, audiovisual technology, electronics, communications, or a related field. An equivalent combination of relevant education, technical training, and work experience may substitute for the degree.Experience and Certifications RequiredThree or more years of combined experience supporting enterprise audiovisual systems, conference rooms, live or hybrid events, IT Service Desk operations, desktop support, or a similar customer-facing technical role.Demonstrated experience supporting Microsoft Teams, Zoom and/or Webex meetings and common room technologies such as cameras, microphones, speakers, displays, projectors, presentation switchers, room-control interfaces, and wired or wireless content sharing.Experience using an IT service management platform such as ServiceNow to record incidents and requests, document resolution, manage assignment and escalation, and meet service expectations.Experience supporting Windows, Microsoft 365, laptops, peripherals, basic network connectivity, and end-user collaboration technology.Preferred certifications include AVIXA Certified Technology Specialist (CTS), Microsoft 365 Certified: Endpoint Administrator Associate or Teams-related credentials, CompTIA A+, and ITIL 4 Foundation. Equivalent vendor training from Crestron, Extron, Q-SYS, Shure, Logitech, or Biamp is beneficial.Knowledge, Skills and Abilities RequiredWorking knowledge of audio signal flow, microphone types and placement, gain structure, echo and feedback symptoms, video signal paths, display and projector operation, conferencing peripherals, and basic control-system troubleshooting.Ability to diagnose problems systematically, distinguish AV, endpoint, network, application, cabling, configuration, and user-operation issues, and restore service under time pressure.Ability to support high-visibility meetings discreetly and professionally, including interactions with senior leadership, Board members, members, guests, and external presenters.Excellent customer service, active listening, verbal communication, and written documentation skills, with an ability to translate technical information into plain language.Ability to follow incident, request, change, problem, knowledge, asset, security, safety, and vendor-management procedures.Ability to organize competing priorities, manage scheduled event commitments and unplanned support demand, and maintain attention to detail during live events.Ability to work independently while coordinating effectively with cross-functional IT, Facilities, Conference Center, and vendor teams.Ability to create and maintain accurate technical documentation, room diagrams, checklists, knowledge articles, support notes, and event records.Ability to use Microsoft Word, Excel, Outlook, PowerPoint, Teams, and other job-related tools and equipment.Ability to report to the Arlington office as required and adjust work hours when necessary to support scheduled events.