DEFINITION
Under the direction of the departmental director, responsible for configuring, operating, training, 
maintain-ing, and supporting audio/visual (A/V) systems and services; communicates and coordinates 
with other departments, staff members, outside agencies and vendors; provides help desk technical 
support.
DIRECTLY RESPONSIBLE TO
Director I, Computer, Network & Telecommunication Support (CNTS)
SUPERVISION OVER
None
DUTIES AND RESPONSIBILITIES
(Any one position may not include all of the listed duties, nor do all of the listed examples 
include all tasks that may be found in positions within this classification.)
Audio/Visual Support
Sets up and operates A/V equipment during presentations, meetings and conferences; maintains A/V 
equipment including projectors, document cameras, video conferencing units, phone conferencing 
(VoIP), speakers, amplifiers, mixers, microphones, and control systems; schedules and coordinates 
A/V support for meetings and events; interacts with vendors and other facility support staff; 
operates video cameras to record programs and events; performs video and audio media duplication; 
assists with the implementation of new technologies, equipment and network services related to 
video conferencing, phone conferencing (VoIP), and A/V services; identifies, troubleshoots and 
resolves A/V equipment and connectivity issues; maintains upkeep and inventory of A/V equipment and 
supplies; monitors functionality of A/V technology and replaces non-working, damaged or obsolete 
equipment; performs minor equipment repairs or replaces user-serviceable parts on A/V equipment 
(projector bulbs, etc.); schedules and troubleshoots audio, video and web conferences; installs and 
sets up phones in meeting rooms for audio conferences; instructs others in the selection, use and 
design of A/V materials; provides individual instruction and support for equipment setup and 
operation as needed; assists in providing budgetary estimates and schedules for equipment 
replacement.
Help Desk Support
Monitors and answers main help desk support phone line and email account to assist employees with 
troubleshooting technical issues related to software, hardware, and network problems; routes 
support calls and email requests to the appropriate technical staff; provides basic phone and email 
support to SCOE employees when possible; assists employees remotely with changing passwords or 
updating contact infor-mation; provides customers with status updates when needed; reports complex 
problems to team and the department director for escalation; assists support staff with field work 
as needed.
MINIMUM QUALIFICATIONS
Education, Training and Experience
Any combination of education, training, and experience which demonstrates the ability to perform 
the duties and responsibilities as described; experience providing professional AV support, setup, 
and operation; tech-nical customer service experience; completion of additional technical 
certificates desirable.
Knowledge of:
All aspects of A/V equipment and related peripherals; basic signal flow; inter-connectivity of A/V 
equipment and systems; standard software applications; various computer platforms and operating 
systems; basic network infrastructure; basic electrical safety practices; excellent customer 
service skills and practices.

Skill and Ability to:
Set up, interconnect and operate A/V equipment including LCD projectors and screens, audio mixers, 
microphones, sound systems, teleprompter, DVD players, production and document cameras, computers, 
laptops, tablets, smartphones and other technology devices; establish WiFi or wired network 
connections; integrate web and audio conferencing into meetings; operate complex A/V systems with 
integrated video conferencing, projection, audio, recording, playback and remote control devices; 
establish point-to-point and multi-point video conferences; identify, troubleshoot and resolve A/V 
equipment and connectivity is-sues; lift, transport and assemble A/V equipment; adapt to changes in 
technology; lift and move equipment; communicate effectively verbally and in writing; prioritize 
projects and organize time; establish and maintain cooperative working relationships; train others 
on AV system operation; research technical resources;
adapt to changes in technology.