Av/desktop IT Support Specialist Iii

Company Overview:
Milestone Technologies, Inc. is a leading IT Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact Center Services, Internal IT Support, Data Center Operations, Workforce Solutions, and IT Professional Services

Job Overview:
As an AV/Desktop Support IT Specialist III, you are responsible for supporting client technology and services for employees located in the office. This includes but not limited to desktop/laptop break/fix, reimaging, troubleshooting, desk & mobile phone support and audio/visual & physical conference room support technologies. Additionally, you may be asked to assist (direct experience not required but familiarity) with telecom, switch, network, IDF racking, etc in the local office infrastructure as needed for changes required at location. You may also travel between locations to provide onsite support, training, and issue resolution. This is an internal end user employee facing role where your skills at maintaining and developing relationships with internal users and executive staff is crucial.

How You Will Make An Impact:

- Support physical installation of AV equipment including supporting MAC (Move, Adds, changes) requests including decommission and transportation of AV equipment for room refreshes
- Work closely with AV builds team and provide support for Day 2 AV projects
- Plan, design, implement, and lead hardware and software installation projects.
- Troubleshoot and repair control systems (Crestron)
- Troubleshoot and repair LED wall equipment (Sedna, Samsung, Planar)
- Diagnose network or infrastructure problems impacting hardware and software supporting the AV deployment
- CFM provisioning
- Coordinate equipment RMAs
- Assist with commissioning and turnover of new conference rooms and specialty spaces
- Analyze, test, and debug compute device systems.
- Customize systems for specific functional areas or unique user needs.
- Laptop/Desktop Break-Fix, Remote Desktop Support, Remote Office onsite Travel
Work with IT Infrastructure teams to setup and maintain existing infrastructure environments and assist with local changes.
- Provide user training and education.
- Reimaging with Data transfer a requirement
- New HW delivery and setup. May require lifting of boxes and compute HW in addition to installation under desks
- Printer installation and troubleshooting.
- Problem diagnosis and resolution.
- Ensure client satisfaction and client management.
- Provide user training and education.
- Reporting to customers and management on status, resource needs, and projected outcomes.
- Mentorship and training of junior Regional IT Specialists by more senior members of the team on processes and tools.
- Project management
**In addition, the IT Specialist assumes primary responsibility for the following AV Functions**:

- Meet and consult with internal employees and executives to discuss, plan and ultimately ensure that the A/V requirements for their meetings and events are sufficient to ensure a clean, seamless and problem-free experience.
- Supervise the installation of, and as required, personally set up and install, equipment such as microphones, audio speakers, video screens and projectors, video monitors, recording equipment, connecting wires and cables, sound amplifiers and video cable connection/compression equipment.
- Operate, troubleshoot, perform routine maintenance, general lifecycle as well as store complex electronic, computer based and optical and mechanical audio/visual systems. Coordinate and/or Repair equipment either as a preventative measure or for emergency situations which may include coordination of vendor service visits.
- Set up and operate a variety of A/V equipment including microphones, video conferencing and recording equipment. Also checks equipment for operational readiness prior to the start of an event and provides operational assistance and/or instruction to clients or other team members as needed.

What You Will Need To Succeed:

- HS Diploma or GED
- 5+ years of AV/IT support experience, including 2+ years supporting executives
- Subject matter expertise in AV deployments and operations support in a corporate environment and an understanding of audio/video signal flow
- CTS certification (preferred, but not required)
- Experienced with all aspects of AV installation including cable pulling, rack building, cable management, various types of terminations (RJ45, DB9) structural accommodations, modifications, device installation, etc.
- 2+ years’ experience with Crestron. Ability to load system code and firmware including ability to troubleshoot configuration systems
- Experience working with QSC, and Shure audio systems including ability to load and configure DSP projects and troubleshoot configuration issues
- Experience working with LED walls including ability to troubleshoot hardware related issues
- A