Senior Audio/Visual Service Support Specialist

The Senior Audio/Visual (A/V) Support Specialist, a member of the IT Service Desk team, is responsible for all aspects of audio/visual equipment including design, setup, preventive maintenance, troubleshooting and end-user support. This position includes handling special A/V projects as assigned by firm management as well as complex meeting setups. The Senior Specialist, under the direct supervision of the IT Services Managers, oversees the daily schedule of all audio/visual setups and ensures that setups are staffed with assistance of IT Support Analysts. The Senior Specialist provides investigation and diagnosis of incidents related to audio/visual issues as escalated by the Service Desk team. The key to this position is the ability to communicate in a professional and courteous manner with the attorneys and staff professionals, and to maintain ownership of the work from start to finish.

This position offers a hybrid schedule and requires four days on-site per week in our Silicon Valley, CA office with the possibility of additional required in-office days depending on business and client needs. The work schedule for this position will be 40 hours per week (non-exempt), Monday – Friday, from 8:00 am – 5:00 pm.

Responsibilities Include:

• Handle all aspects of the management of audio/visual equipment and all related functions.
• Preventative maintenance of audio/visual equipment, including but not limited to software updates to videoconferencing units.
• Oversee the setup of complex videoconferences, laptops for presentations and collaborative online presentations and conferences.
• Troubleshoot computer and videoconference equipment if malfunctions occur.
• Maintenance of conference rooms and conference room setups.
• Setup, video record and edit events as assigned by management.
• Work in conjunction with other IT staff, especially the Service Desk team.
• Coordinate conference setups in conjunction with the facilities and other departments as required.
• Provide computer, network and software support to the end-user community via telephone, email, remote access, or in-person.
• Install application software based on corporate standards and end-user requirements.
• Record activities in the firm ticketing system.
• Support other projects and tasks as requested by the IT Service Manager or other firm leaders.
• Performs other related duties and as assigned.

 

Desired Skills and Qualifications:

• Strong communication and interpersonal skills. Ability to communicate with internal and external clients effectively by telephone and in-person and provide information with courtesy and tact.
• Ability to work with a variety of videoconferencing equipment, computer desktop and notebook hardware, including laser printers, flat panel monitors, cabling and connectors for networking and peripherals.
• Diagnose and repair videoconferencing and computer hardware; contact vendor when necessary.
• Ability to work under pressure and to organize multiple tasks based on priority.
• Basic knowledge of desktop applications from the Microsoft Office family, Windows operating system and video editing.
• Good troubleshooting and problem-solving abilities.
• Ability to efficiently support complex meeting configurations with end users and clients on short notice
• Ability to quickly learn and support new technologies.
• Ability to use and manage Service Desk ticket tracking.
• Ability to handle sensitive and confidential information in a discreet and secure manner.
• Ability to function in a team environment.
• May perform other duties as assigned including work in other areas or offices to cover absences or relief to equalize peak work periods or otherwise balance the workload.
• Ability to understand the business’ objectives and that the end user’s problem affects the business.
• Must have a “can-do” work style and excellent follow-through skills.
• Must be able to work a flexible schedule, sometimes on short notice, including overtime, early mornings, evening and weekends as necessary to meet client and firm needs.

 

Reporting to the Audio Visual Supervisor, the ideal candidate will have 5+ years of experience in an audio/visual and/or computer service role dealing directly with end-users; 2+ years of experience using computer hardware and software focused on Microsoft technologies. Knowledge of Cisco/Neat/Logitech videoconferencing equipment, video-conferencing bridging and remote meeting technologies. Experience supporting end-users in an office environment utilizing current LAN technology and networked printing.

To be fully considered for the role, please apply online here: https://fenwick.wd1.myworkdayjobs.com/en-US/Fenwick_External_Careers/job/Senior-Audio-Visual-Service-Support-Specialist_R2529

Benefits and Compensation Details:

At Fenwick, we believe that our partners and employees are our most important asset. Helping you and your families achieve and maintain good health – physical, emotional, and financial – is the reason we offer a comprehensive benefit program. We provide benefits to eligible employees under plans such as Healthcare, Life Insurance, Health Savings Accounts, Flexible Spending Accounts, and Wellbeing.

 

The anticipated range for this position is:

$84,000 – $120,000

 

Depending on the role, the actual base salary offered may depend upon a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.

 

A discretionary bonus for eligible employees may also be available based on performance.  Additional information about employee eligibility for benefits and discretionary bonus will be made available upon request.