IT Desktop/AV Support Specialist

Job Description Summary

The Senior IT/AV Support Specialist is responsible for providing advanced technical support and consultation for all HireIT clients. The role combines expertise in supporting and deploying audio/visual systems across HireIT-supported environments. This role serves as a primary point of contact for understanding client needs, analyzing functional requirements, and advising customers on the planning, selection, implementation, and use of audio/video solutions that support business requirements.

The position requires specialized expertise in selecting, testing, and evaluating new audio/visual technology, as well as managing and maintaining supported spaces. It is also client-facing and includes support for high-profile events in HireIT AV spaces, including Perry World House, the Kleinman Center for Energy Policy, and the President's Meeting and Guest House. In addition, this role supports the broader HireIT team by providing general IT assistance to clients across campus locations.

Job Responsibilities

• Consultation and Recommendations: Analyzes functional requirements and advises users in the planning, selection, implementation, and use of audio/video solutions to address business requirements and provides leadership in selection, testing, and evaluation of new audio/visual technologies
• A/V Client Support: Provides remote and on-site troubleshooting of audio/visual systems, including digital signage hardware. Manage software and firmware updates of existing audio/visual systems
• A/V Event Support: Provide technical support for audio/visual (AV) equipment, special events, and meetings in person, virtually, or in a hybrid setup. Offer one-on-one and timely training on AV systems operation
• Client Support Intake: Engage daily with clients of different technical backgrounds, offering high-quality support and consultation via HireIT intake channels (phone, email, ticket management system) and through desk side support at multiple campus locations
• Relationship Management: Establish and maintain relationships with clients, including client relationship management and communication to inform them of changes and updates. Keep clients informed about Penn computing policies, standards, and recommended practices. Maintain an understanding of client office functions and needs. Engage and manage relationships with A/V integrators and vendors
• Project Participation and Management: Assume ongoing responsibility for designated services and complete additional project work as assigned. Keeps inventory and deployment logs, project status milestones, and accurate configuration files uploaded in relevant systems
• Client Support: Provide hands-on technical support and assistance to clients in various campus locations. Diagnose and resolve technical problems with computing hardware, software, and network services. Maintain support level knowledge of client hardware and applications. Contribute to knowledge base, documentation, and client communications. May include occasional coverage for evenings, weekends, and recognized University holidays
• Education and Training: Engage in ongoing learning about new technology, business processes, and professional development
• Other duties and responsibilities as assigned

Qualifications

• Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience is required
• Excellent interpersonal and communication skills, both oral and written; ability to present technical materials
• Strong customer service orientation and has worked with various customers and colleagues, delivering exemplary technical support
• Ability to work independently and as part of a team
• Proficiency in compiling a Bill of Materials, Scope of Work, and compiling Requests for Proposals
• Technical knowledge and experience operating in software and/or web UI pages (QSYS Designer, Dante Controller, Logitech Sync, Mersive Solstice)
• Core understanding of audio signal flow, gain structure, and EQ
• Experience with configuration of QSC control systems
• Q-SYS Designer Level 1 Certification (Q-SYS Level 2 Preferred)
• Dante Level 1 Certification (Dante Level 2 preferred)
• Experience with Windows/Mac Support