Job Description

The AV Technician maintains AV technology and assists users to ensure consistent performance. Responsibilities include testing and configuring systems, coordinating repairs, training users, collaborating across departments, and providing feedback across the Audio-Visual department for system improvements. As a frontline support position, the Audio-Visual Technician ensures meeting spaces and AV systems are reliable and user-friendly, conducts daily readiness checks, provides live support for meetings and events, sets up equipment, troubleshoots issues, and documents resolutions. This position requires strong customer service skills, and technical aptitude.

Roles and Responsibilities:

• Provide in-room support for meetings and events using Microsoft Teams, Zoom, and other conferencing platforms; perform pre-meeting checks and interface with our associates.
• Set up, operate, and strike AV equipment for meetings and events (microphones, speakers, cameras, projectors/displays, switchers, and lighting) under guidance from senior staff.
• Actively helps team members and makes suggestions to improve practices
• Perform daily conference room sweeps and readiness tasks: test room systems, replace batteries, tidy cable management as directed.
• Respond to service tickets and incident calls; triage issues, document steps taken, and escalate to senior technicians or engineers when needed. Takes immediate action to resolve technology service disruptions when they occur.
• Assist with AV installations and upgrades: basic rack work, labeling, cable terminations, device installation/configuration, and functional testing.
• Create and maintain user-friendly documentation and quick-start guides; provide brief end-user training and white-glove support for executive meetings when required.
• Contribute to continuous improvement by capturing common issues, recommending fixes, and updating knowledge articles.
• May travel frequently between Baltimore sites 20 minutes apart

Job experience:

• 1–2 years of experience in AV support or related technical/customer service roles (internships, campus event support, hospitality AV, desktop support or help desk experience recommended).
• High school diploma required, associate degree or vocational training in IT, Media Technology, or related field preferred.
• Basic understanding of AV signal flow and common components (cameras, microphones, DSPs, switchers, control systems).
• Familiarity with collaboration platforms (Microsoft Teams, Zoom), basic room control and platform specific room systems.
• Strong customer service mindset, clear communication, and problem-solving skills.
• Attention to detail, reliable documentation habits, and the ability to follow standard operating procedures.
• Physical requirements: ability to lift 50 lbs, work on ladders, and move equipment between rooms/buildings.
• Ability to work occasionally in the early mornings and evenings as part of business needs.
• Position requires occasional travel within MD or to Philadelphia and NYC

Preferred qualifications

• Experience with digital signage, current VTC systems, and ticketing systems (e.g., ServiceNow).
• Exposure to reading AV drawings, labeling standards, and basic cable termination.

How success is measured

• Meeting room readiness and uptime targets met.
• Ticket response and resolution within defined SLAs.
• Positive end-user satisfaction scores and feedback.
• Accurate documentation and contribution to knowledge base.

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.