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The Audiovisual Services Specialist is responsible for ongoing planning, installation, support, and operation of Mercy’s audiovisual equipment in instructional spaces, meeting rooms, and special event locations. The individual in the position is responsible for working with AV personnel, coordinating event support, and overseeing audiovisual projects while maintaining Mercy’s audiovisual inventory and providing day-to-day operational support.

Essential Job Functions & Responsibilities:
Every effort has been made to identify the essential functions of this position. It in no way states or implies that the responsibilities listed are the only duties required to perform in this position. The omission of specific statements of duties does not exclude them from the position responsibilities if the work is similar, related, or is an essential function of the position.

• Work with A/V Team to provide Team Lead supervision and oversight for audiovisual technology in instructional and event spaces/locations
• Work at scheduled events and meetings to provide assistance and technical support. Ensure equipment is properly setup and broken down in a timely manner
• Test the technology in instructional and event spaces to ensure proper operation. Perform advanced troubleshooting and repair of audiovisual systems
• Assist users with hardware and specialized software applications
• Coordinate repairs and vendor service calls for institutional audiovisual equipment and obtain estimates for parts as required
• Install or assist with the installation of audiovisual equipment such as projectors, switchers, controllers, and extenders
• Monitor help desk inbox for audiovisual problems and resolve issues in a timely manner. Collaborate with other IT team members as needed to troubleshoot technical issues
• Provide short-term solutions for rooms with audiovisual system issues and devise solutions to eliminate downtime
• Leverage software tools to remotely manage and troubleshoot problems with audiovisual devices across Mercy’s four campuses
• Maintain accurate system inventory, documentation, storage, and security of equipment
• Create and maintain documentation of associated operational procedures
• Lead projects for the installation, upgrade, and maintenance of classroom and institutional audiovisual technology. The projects managed can be small for a single area or room, or large comprising multiple rooms on different campuses, and involving technology such as controllers, large video displays or walls, projectors, microphones, videoconferencing equipment, and web-conferencing systems
• Develop requests for proposals (RFPs) for audiovisual projects
• Participate in other projects as assigned
• Participate in cross-department meetings to collaborate on projects and report on status. Attend management team meetings to review practices, report on the status of issues or projects, and provide input to improve operations
• Partner with IT staff and other departments to develop faculty readiness for the use of classroom technology
• Stay current with emerging audiovisual

EDUCATION REQUIRED

• Bachelors degree or equivalent; or two to four years related experience and/or training; or equivalent combination of education and experience

AVAILABILITY REQUIRED

• The applicant needs to be willing to work rotational schedules including some evenings, Saturdays or Sundays as well as a rotational on-call after-hours support shift and have reliable transportation to get to and from NYC and Westchester county campus locations

EXPERIENCES AND/OR SKILLS REQUIRED

• Minimum two to five years of experience managing or supporting classroom and event audiovisual technology (e.g., Extron, Crestron, Epson, Christie, Polycom)
• Excellent attention to detail and strong customer service skills
• Excellent interpersonal, oral, and written communication skills
• Effective and efficient with managing vendors
• Ability to gather and analyze facts, draw conclusions, define problems, and suggest solutions
• Ability to work on multiple projects simultaneously, respond to shifting priorities, and work efficiently under pressure
• Ability to lift fifty pounds
• Effective user of Microsoft Office suite of applications
• Experience with help desk ticketing systems and customer service workflow
• A pleasant and collegial personality consistent with the mission of a service-oriented unit

Desired Skills:

• Experience working in higher education preferred
• Relevant Microsoft certifications (Microsoft Desktop Engineer, etc.)
• Experience supporting Microsoft Office / 365
• Experience supporting Windows (8, 10, 11) and Mac OS X (10-15).
• Experience supporting tablets and related operating systems
• Experience supporting classroom-type technology (ex. PC Projectors)
• Experience troubleshooting user computer issues