A/V Technology Support Specialist

Scheduling flexibility that allows working weekends, evenings and holidays that may require some split shifts is required.

Summary: Provides audio visual services for internal and external clients in meetings, conventions, and presentations. Sets up and operates audio and video equipment including microphones, sound speakers, video screens, projectors, video monitors, recording equipment, connecting wires and cables, audio mixers, light boards, and related electronic equipment. Is experienced with advanced AV technologies such as video over Ethernet and audio over Ethernet. Can perform basic desktop/laptop hardware and software troubleshooting for Windows and Apple platforms.

Essential Duties and Responsibilities:

• Determines the need for and oversees the operation of a wide variety of audio and video systems.
• Advises management on the purchase of audiovisual equipment.
• Helps develop policies and procedures for handling and operation of all audiovisual equipment.
• Diagnoses and resolves media system problems.
• Provides set-up and support at multiple sites. This may include on occasion setting up or taking down tables and chairs.
• Works with the Garden's service desk platform to monitor and update assigned tickets, and close them out when completed.
• Creates and maintains schematics of AV systems.
• Edits and creates videos for use throughout the Garden.
• Trains contract staff, MBG staff and Facility Support staff
• In use of AV equipment
• Maintains equipment, makes repairs to equipment or contracts out repairs to service providers as needed. Notify supervisors when major equipment repairs are needed.
• Maintains inventory of supplies and equipment.
• Advises management when there is a need to rent audiovisual equipment for a Garden event.
• Optimizes self-productivity by coordinating assigned support tasks and following established support processes and procedures. Refers support issues to other IT staff when needed.
• Ensures that all applicable safety standards are followed: informs employees/students/volunteers of safety guidelines and safe working practices and routinely monitors to enforce them.
• Adapts or modifies work methods to reduce hazards.
• Reports all accidents, injuries and near-miss accidents immediately.
• Meets expected attendance guidelines.
• Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.
• Behaves and communicates in a manner that promotes and fosters a culture of teamwork, cooperation, and respect within our division and throughout the Garden with all employees, supervisors/managers, volunteers, visitors and others.
• Performs additional duties as assigned.

Competencies:

• Communication - Listens to others and asks questions for clarification; Writes clearly and presents information accurately; Speaks professionally and responds well to questions; Supports positive visitor relations.
• Collaboration - Demonstrates teamwork and promotes respect in the workplace; Engages in problem solving and group initiatives; Cooperates in implementing procedures and process improvements; Strives for positive visitor experiences.
• Accountability - Demonstrates commitment to responsibilities and adaptable to changes; Effectively prioritizes, troubleshoots and takes appropriate actions; Follows policies and procedures, meets deadlines, quality, and safety standards; Strives to proactively, address visitor and internal colleagues' concerns.
• Problem Solving - Identifies and resolves problems; Includes supervisor before taking action as necessary; Recommends solutions, demonstrates creativity and resourcefulness; Exhibits sound and accurate judgment in decision making process; Includes appropriate people in making decisions.
• Stewardship - Promotes and adheres to sustainability, safety and security protocols; Fosters a culture of respect, diversity and inclusion; Demonstrates effective and prudent use of Garden resources; Maximizes contributions during work hours.

Qualifications/Experience:

• Minimum of two (2) years hands-on experience operating all types of A/V equipment
• Minimum one (1) year experience with operating Windows hardware such as Windows PCs, laptops and tablets.
• Experience with operating Apple hardware such as Macbooks, iPads and iPhones - if no previous experience then must be willing to quickly learn with extensive self-training.
• Demonstrated knowledge of media production, communication, and dissemination techniques and methods.
• Thorough understanding of audiovisual A/V mixers; master control switchers, and video cameras.
• Familiarity with modern AV networking technologies and transport of video and audio over Ethernet (for example Dante and SDVoE).
• Working knowledge of safe operation procedures for various types of A/V equipment.
• Proficient ability to test, calibrate, diagnose, and repair various audio-visual devices.
• Ability to work independently with little instruction; coordinate and prioritize multiple tasks, set deadlines, and complete projects in a timely manner.
• Demonstrated ability to communicate effectively at all levels; must enjoy and feel comfortable interacting and working in close proximity to general public, in a safe and friendly manner.
• Scheduling flexibility that allows working weekends, evenings and holidays that may require some split shifts is required.
• The Garden is committed to the safety and wellbeing of our employees, volunteers and guests. All staff are strongly encouraged to receive all vaccinations as recommended by your healthcare provider prior to hire date. The Garden reserves the right to require future proof of current vaccination status, based on local health department guidelines. When international travel is necessary for Garden business, staff must be able to obtain required travel clearances, driving permits, and vaccinations for all countries where travel is required.
• The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilities required.

Education:

• Associate's degree in media/communications required
• Certificate in computer technology such as A+ preferred
• An equivalent combination of skills, education, and experience may be considered for either or both of above.

Computer Skills:

• Proficient experience navigating through various Microsoft Windows applications including, but not restricted to, Microsoft Office suite (i.e., Outlook, Access, Excel, Word). PowerPoint required.
• Knowledge and experience with Windows hardware and software technology, internet access, and e-mail.
• Proficiency with macOS and applications on Apple operating systems, including Office or macOS. Keynote required.
• Proficiency with iPad and other tablet usage, including setup of iPadOS, and use of iPads in an AV environment.
• Basic network configuration and troubleshooting knowhow.
• Solid Internet research skills and familiarity with using AI tools for research.

Language Skills:

• Ability to communicate effectively in English (oral and written).
• Ability to read and comprehend instructions and information to effectively execute and achieve results.

Mathematical Skills:

• H.S. basic math aptitude: requires ability to perform addition, subtraction, multiplication and division; calculate percentages and decimals.

Reasoning Ability:

• Requires ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution.

Certificates, Licenses, Registrations:

• Must possess and maintain a valid driver's license.
• Must have the ability to pass a background screening and motor vehicle report (MVR) to meet minimum insurance underwriting criteria.

Physical Demands:

• Ability to lift/move equipment up to 75 lbs.
• Requires working in high places using ladders and lifts
• Ability to wear personal, protective equipment, including fall restraint.
• Ability to work outdoors for extended period of time during all seasons of the year.
• Requires standing, walking, bending, stooping and reaching for extended periods of time-- 95% or more of the work day might be standing on feet.
• Requires clarity of vision at 20 inches or less with the ability to bring objects into sharp focus.
• Proficient ability to utilize computer keyboard (typing).

Work Environment:

• Ability to work in varying environments, inside and outside.
• Ability to work outdoors in all weather conditions (i.e., in temperatures over 100°F as well as temperatures below 0°F, in rain, snow and other inclement weather conditions as needed).
• Comfortable working in immediate proximity to general public, in a safe and friendly manner.

Contacts with Individuals/Organizations inside/outside the Garden:

• Garden staff in area where work is being performed and during planning for special events and festivals.
• Members of Facility Support Department.
• Internal and external clients.

Supervisor:

• Manager, User Support