Primary focus on monitoring and maintaining the physical health of all AV systems firm wide through use of virtual monitoring tools as well as hands on intervention when needed
Provides hyper-responsive onsite and occasional offsite setup, use, administration, and support of all of the firm’s AV systems and services.
Administers the firm’s audio and video bridging and media room systems, including wireless microphones and AV recording systems, which can include system current and future system testing
Provides multimedia meeting support as necessary for Audio Visual (AV) systems including but not limited to video conference, audio conference, and presentation systems necessary to ensure successful delivery of AV services for the firm’s attorneys.
Communicates effectively with firm Conference Services and Event Coordinators to prepare for complex meeting setups in advance in order to ensure the delivery of the highest-quality AV services and prevent avoidable mistakes. This preparation can include outreach to the attorneys and staff requesting the AV services in order to clarify expectations and acknowledge any limitations that will prevent delivery of requested AV services, then identify a creative solution that will address the gap.
Performs media file combining and editing as requested.
Identifies, researches and resolves technical problems through coordination with others in IS, including under the guidance of AV Operations Manager. This may require additional troubleshooting and research of issues, including the utilization of personal experience and research of external knowledge sources, such as internet-based resources.
Manages the delivery of service through well-structured organizational skills and leveraging the firm’s conference reservations system (EMS) and ITSM tool (Footprints) for scheduling information and meeting requirements. This will include providing text-based updates into the ITSM system to complete and resolve an assigned request.
Responds to telephone, email, Instant Message (IM), desktop video, in-person, and other electronic requests for AV services (Footprints and EMS).
Tracks and monitors all issues to ensure timely and effective resolution in the Footprints IT Service Management (ITSM) system and abiding by IS’ ITIL processes, escalating to others in IS Workplace Support, overall IS, and vendors as necessary to realize issue resolution.
Works with the attorneys and staff to ensure that they understand how to use the AV tools available to them, emphasizing firm “best practices”, in order to enable them to realize the highest level of productivity and satisfaction by fully leveraging the collaborative capabilities of the firm’s AV systems.
As requested, configures and installs new or replacement PC’s, mobile devices, telephones, and presentation tools as needed for conference room readiness.
Assumes additional responsibilities as assigned, including performing project-related work.
Identifies areas in which IS AV Support can benefit from improvement in technical and customer service skills and raises with AV Operations manager, then supports the implementation on the plan as requested.
Demonstrates sound judgment in providing workarounds to customer AV-related Incidents and Service Requests that cannot be resolved initially, while researching or engaging others in firm IS or with firm vendors to define a long-term solution.
Performs daytime, after-hours, and weekend computer, mobile device, Audio and visual support on behalf of AV Support, as needed. This may require short notice to travel to the office outside of normal business hours in the event of system outage events.
Works to consistently improve the firms image internally and externally. Displays professionalism, quality service and a "can do" attitude to internal members/departments of the firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.
ADDITIONAL DUTIES AND RESPONSIBILTIES:
Project and Design work related to new office builds and/or office AV upgrades.
Coordination and travel for high priority firm events.
Continuous learning on new AV technologies.
KNOWLEDGE, SKILLS AND COMPETENCIES:
Advanced skill at troubleshooting and support of AV software and hardware configurations, as used at Goodwin, including in-room audio and video systems, bridging systems, and computer and mobile audio and video systems.
Experience applying AV industry best practices for the production and support of complex AV meetings, including computer and mobile device integrations.
Exceptional customer service attitude and skills.
Ability to learn, develop, and apply knowledge of work practices, policies, and procedures as they relate to IS AV operations, including service management software, knowledge bases, and remote support tools.
Appreciation for and understanding of the complex roles of a legal environment, including the business differences and pressures for a Partner, Associates, Paralegal, Legal Secretary, staff Executives and Management, and other staff personnel.
Ability to respond to requests with a heightened sense of urgency in high-pressure circumstances.
Exceptional oral and written communication skills as necessary to translate complex technical information to a non-technical audience. Clear articulation of activity, solutions, and business needs in electronic format, including video conference, email, IM, and computer and mobile video, as necessary to communicate and coordinate with peers, others in IS, and the overall firm customer base, including firm clients.
Keen analytical, troubleshooting, and problem-solving skills, including the ability to resourcefully utilize multiple resources for issue research. Resources include: personal experience and knowledge, peers, information knowledgebase(s), and Internet search tools.
Excellent organizational skills and attention to detail while working effectively with little supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.
Familiarity with ITILv3 service management processes, focused on Incident Management and Request Fulfillment, and related event tracking in a service management tool.
College degree preferred with substantial coursework in information systems or equivalent experience.
AV industry certification is preferred. Cisco, CTS, CTS-D, Crestron
ITIL v.3 Foundation Certification.
Comprehension, demonstrated practice and application of ITIL processes, especially under the Service Operation stage of the ITIL Service Lifecycle.
JOB EXPERIENCE REQUIREMENTS:
Bachelor’s Degree in Computer Science, MIS, Engineering related field experience.
ITIL Foundation Certificate is a bonus.
Minimum 5 years’ experience in a structured customer service, AV technology position including 2 years of hands-on technical troubleshooting and AV support.
Experience supporting Cisco, Tandberg, Polycom, Crestron, Dante or similar Audio, Video and control systems for integrated AV rooms.
Familiar with Cisco CMS (Acano), TMS, CMM and Codian management systems.
Experience support computer-based and mobile-based AV services, including WebEx, Jabber, Skype, and Apple FaceTime preferred. Additional support of computer hardware and software, operating systems, mobile devices, and network equipment is preferred.
Must have advanced experience with Apple Macintosh OS X or Microsoft Windows 10, Google Android or Apple iOS, and Microsoft Office 2010. Advanced experience supporting remote access technologies, including VPN, wireless are preferred.
WORKING CONDITIONS/PHYSICAL REQUIREMENTS
Ability to lift and transport heavy to moderately objects, such as computers and peripherals.
Frequent movement across multiple floors and flights of stairs at times with computer equipment in tow.
Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
Schedule: Regular daily schedule ; Occasional weekend/afterhours support as required
Travel: Some occasional travel for Meeting support, Projects or System repairs may be required. 15% approximate
Environment: Indoor office environment, computer work, personal support visits to conference rooms and offices, reading, sitting, standing and moving for varying time intervals.