AV Support Services Technician

About Diversified:

Diversified is a global leader in audiovisual and media technology. We design and build innovative spaces and experiences for clients across industries such as corporate, entertainment, sports, retail, and government. Our team partners with organizations around the world to create environments that connect people through technology.

What to Expect:

At Diversified, you'll work on exciting and complex projects with opportunities to grow your career. We offer a collaborative and flexible work environment, competitive pay and benefits, and a culture that values diversity, inclusion, and innovation. If you're ready to grow, create, and make an impact, Diversified is the place to do it.

How You'll Contribute:

The AV Support Services Technician will be responsible for providing day-to-day support, troubleshooting, maintenance coordination, user assistance, and incident resolution for in-scope AV technologies to ensure a reliable and seamless meeting room and event experience.

The tech will also provide onsite support for production and collaboration technologies and be responsible for diagnosing, troubleshooting, and resolving issues across the supported AV environment.

This position will also serve as the on-site liaison between the client, Diversified, and the other members of the on-site team.

The Support Services Technician will be required to be on site Monday-Friday for eight (8) hours per day. Typical daily schedule will be 8am - 5pm. These hours may be adjusted based on meeting and event needs, including earlier starts, later end times, and overtime will be required.

Diversified provides financial support and paid time for continued education leading to industry certifications and employee career development.

What You'll Do:

The job responsibilities of the Audio-Visual Support Services Technician include the following:

• Exercising advanced technical skill level abilities to perform routine maintenance of advanced AV/technology related systems - including preventive maintenance, troubleshooting and break/fix repair of faulty systems and equipment.
• Support executive level meetings with tasks such as meeting start up, monitoring, and active troubleshooting.
• Interface with client executive and "C" level personnel in a highly professional manner.
• Communicate effectively with clients to ensure that all technical issues are resolved promptly and satisfactorily.
• Participate, as needed, in Client escalations/analysis requests.
• Respond to incidents and service requests.
• Configure, troubleshoot, and restore AV services.
• Support Microsoft Teams Room operations.
• Perform equipment health checks and room readiness inspections.
• Coordinate with IT, Facilities, and AV vendors as required.
• Escalate issues requiring OEM/vendor support.
• Maintain incident and resolution documentation.
• Support executive meetings, client meetings, training sessions, and special events as required.
• Assist with content management and support for immersive display environments and digital signage.
• Validate functionality following repairs, network changes, or system updates.

The scope of responsibility for this position consists of the following:

Event AV & Display Management: Provide end-to-end operational support during live events, including real-time switching of audio/visual feeds, slide and presentation management, video playback, digital signage updates, and troubleshooting display outputs across all event screens.

Configuration / Resolution of User-Induced Issues caused by:

• Devices being moved or disconnected
• Cables unplugged or improperly connected
• Incorrect display input selections
• User configuration changes
• Room system misconfigurations
• Meeting room setup issues

Network Connectivity Issues - Resolution and coordination of issues where:

• AV devices are unable to connect to the local network,
• Devices lose connectivity following network disruptions,
• Devices become deregistered from core management platforms,
• Teams Room systems require reactivation or re-registration,
• Coordination with local IT/network teams is required.

Hardware Break/Fix Support:

• Failed or damaged equipment
• Peripheral replacement
• Hardware diagnostics
• Warranty support coordination
• Vendor escalation and repair management
• Equipment replacement validation and testing

Technology/ Devices Requiring Support:

• Logitech Rally / MeetUp Systems
• Neat Bars & Neat Pads
• Microsoft Teams Rooms
• Newline Interactive Displays
• Samsung Displays
• BrightSign Digital Signage
• Mersive Solstice
• Q-SYS Equipment
• Planar / Nanolumens Immersive Displays
• Meta Quest Devices
• Wireless Presentation Systems
• Dell Workstations

What You'll Bring:

Education & Certifications:

• HS Diploma or equivalent
• Avixa CTS Certification is required
• Preferred additional certifications from: Qsys, Dante, Shure, Crestron and/or manufacturer certifications (QSC, Cisco, Clear One, Crestron, Extron, Planar, etc.)

Required Skills/Qualifications:

• Three to Five years of experience in enterprise level AV support
• Experience testing and troubleshooting complex AV systems, as well as strong knowledge of proper equipment rack wiring standards and event best practices
• Experience with major industry manufacturers including QSC, Crestron, Cisco, Microsoft, Biamp, Shure, and/or Poly
• Must be able to stand, kneel and/or crouch for long periods of time
• Must be able to work in high places, as well as small, cramped places
• Must be able to work in hot humid places, as well as cold places
• Must be able to properly use hand/power tools, ladders, and subsequent safety equipment
• Must be able to lift/maneuver up to 75 lbs, use hand tools, ladder, and have the physical ability to frequently: bend, kneel, stand, and walk for extended periods of time
• If taking public transit, you will still be responsible for arriving at work at your designated start time. Ensure you have reliable backup transportation if necessary.
• Must pass a background screen and drug test.

Desired Skills/Qualifications:

• Competencies in Video Conferencing products
• Competencies in QSC control systems (trouble shooting, basic communication concepts and protocols)
• General proficiency with computers and specialized software applications specific to the AV industry (i.e. Crestron; the use of programs such as MS Excel, Outlook, Project, Word)
• Must present well as client facing and working with high level executives within high pressure meeting situations
• Proactive personality when it comes to finding issues, staying busy, and supporting the onsite clients

What We Offer:

We believe great people deserve great benefits. In addition to competitive compensation, we offer a comprehensive benefits package designed to support your health, financial wellbeing, and work-life balance:

• Multiple medical plan options to fit you and your family's needs

• HSA & HRA company contributions

• Dental coverage, including orthodontic benefits, and vision plans

Company-paid benefits

• Basic Life, AD&D

• Short-Term and Long-Term Disability insurance

• Employee Assistance Program (EAP)

• Generous paid time off - 3 weeks PTO plus company holidays and floating holidays

• 401k with company match

• Paid maternity leave

• Healthcare and Dependent Care Flexible Spending Accounts (FSA)

• A wide range of voluntary benefits including Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Life and AD&D coverage, and Legal Services

• Commuter benefits

• And much more