Desktop Support with AV Support

- Research, resolve, and respond to complex inquiries received through phone calls or escalations, providing services in line with current standards. - Follow up with users to confirm satisfactory resolution of issues. - Acquire and maintain comprehensive knowledge of relevant products, current support policies, and support delivery methods to offer technically accurate solutions. - Develop and offer technical coaching and mentoring to desktop services staff and company colleagues. - Serve as a product liaison for major products, collaborating with other IT areas, departments, and third-party vendors to troubleshoot technical issues as necessary. - Install new or upgraded hardware/software based on service requests, coordinating installations with users and ensuring customer satisfaction. - Be physically capable of lifting up to 30 pounds when moving and repositioning computers and related equipment. - Accurately log customer incidents and tasks in a timely manner to meet established service levels. - Demonstrate initiative and act autonomously to address problems. - Participate as part of the rotating IT on-call team, providing 24-hour support to internal customers (not all sites require participation). - Engage in team projects as requested. - Manage onsite AV technical tasks, including configuration and installation of AV devices. - Conduct routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers, and LCD/Plasma Displays. - Perform preventative maintenance to identify and resolve issues or escalate to appropriate vendors or manufacturers. - Coordinate with AV equipment OEMs for solutions or workarounds when necessary. - Assist with company meetings and functions requiring AV infrastructure, including audio, video conferencing, webcasting, visual display, or projection control systems (AMX, Crestron). - Interact with client Customer Help Desk ticketing system to address end-user requests. - Collaborate with client staff to determine AV basic infrastructure needs for new conference rooms or media designs. - Oversee setup and breakdown of onsite meetings. - Conduct daily system testing to ensure equipment and room functionality. - Escalate all significant break/fix issues to management for resolution. - Perform remote testing for local and regional offices. - Ensure all AV spaces are organized and ready for use. - Manage and configure Polycom AV equipment. - Possess videoconferencing experience, including operation, call setup, and equipment handling. - Facilitate establishment and testing of individual and group VC sessions, including consulting users on preferred connection types for meetings.