Job Description

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:

Diversified is seeking a dedicated onsite AV Systems Support Specialist to support the audiovisual and digital-experience systems deployed throughout JFK Terminal One.

This position serves as Diversified's primary onsite technical resource during assigned service hours and supports the day-to-day availability, performance, maintenance, and operational readiness of a highly visible passenger-facing technology environment. The deployment includes large-format and immersive LED displays, digital signage, distributed audio, media playback, AV-over-IP distribution, centralized control and monitoring infrastructure, and associated network-connected audiovisual systems.

You will work closely with JFK's AV, Content, and IT teams and coordinate with Diversified's Service Desk, remote technical support, engineering, field service, and manufacturer support organizations to diagnose issues, restore service, perform preventive maintenance, and escalate problems requiring additional technical resources.

What You’ll Do

• Perform daily system checks, walkthroughs, and operational-readiness inspections of supported audiovisual and digital-experience systems throughout New Terminal One.
• Diagnose, troubleshoot, and resolve audiovisual system issues involving LED displays, digital signage, media playback, audio DSP and amplification, AV-over-IP distribution, control and monitoring systems, network-connected AV equipment, and related physical components.
• Monitor supported systems and respond to system alerts in accordance with established JFK and Diversified incident and escalation workflows.
• Create, update, and maintain service tickets and service logs with accurate troubleshooting activity, corrective actions, equipment information, current status, unresolved issues, and recommended follow-up.
• Coordinate incident resolution with JFK AV, Content, and IT personnel and Diversified Service Desk, remote support, engineering, and supplemental field-service resources.
• Escalate appropriate incidents to equipment manufacturers and other authorized third parties and assist with technical troubleshooting through final resolution.
• Participate in operational-readiness validation through system testing, documentation, monitoring, training, and verification activities.
• Maintain accurate asset information and assist with management of the onsite spare-equipment pool.
• Coordinate equipment repair, replacement, warranty-return, and manufacturer-support activities with Diversified support teams and applicable manufacturers.
• Coordinate and, when authorized and technically appropriate, perform firmware and software updates in collaboration with JFK, Diversified, and manufacturer resources and in accordance with JFK change-management requirements.
• Confirm and maintain required system backups and technical configuration records in accordance with established procedures.
• Support user training, technical knowledge transfer, and operational familiarization for supported technology when required.
• Manage and coordinate scheduled preventive-maintenance activities, including system health checks, functional testing of AV/control systems and physical components, applicable firmware review, audio-level and system-balance verification, LED display image-quality inspection, and final end-to-end operational testing.
• Produce written preventive-maintenance and service summaries identifying work performed, system condition, open issues, and recommended follow-up actions.
• Coordinate LED-display and system-cleaning activities with authorized vendors and onsite teams while minimizing disruption to airport operations.
• Collaborate with JFK AV and IT teams and Diversified technical resources in the planning and implementation of approved technology changes and system improvements.
• Complete manufacturer, industry-association, safety, and company training required for the supported environment.
• Protect customer and project information and comply with all Diversified, JFK, and applicable Port Authority confidentiality, cybersecurity, information-security, and access-control requirements. Use only individually assigned credentials and approved methods for accessing customer technology systems.
• Perform work in accordance with applicable site safety requirements, airport operating procedures, manufacturer requirements, and applicable federal, state, and local requirements relevant to assigned duties.

Technical Environment

The supported environment includes large-format and immersive LED systems and associated processing, enterprise media playback and CMS infrastructure, distributed audio, AV-over-IP, KVM, monitoring, and control technologies. Technologies may include Nanolumens, SACO, NovaStar, Pixera, BrightSign, ZeeVee ZyPer4K, Adder, Q-SYS/QSC, Dante, JBL, and Ross Video, along with associated workstations, servers, monitoring platforms, and network-connected AV devices. Experience with every listed manufacturer is not required, but the successful candidate must demonstrate the ability to troubleshoot complex, integrated audiovisual systems.

Work Environment and Physical Requirements

This is an onsite position supporting systems installed throughout Terminal One rather than a desk-based support role. The essential functions may require regular movement throughout terminal and equipment-room environments; extended periods of standing and walking; use of stairs; bending, reaching, and positioning oneself to access equipment; use of appropriate hand and power tools; and the handling or movement of equipment weighing up to 50 pounds, with or without reasonable accommodation.

Work may occur in equipment rooms, public passenger areas, and other operational spaces with varying temperature, noise, and environmental conditions. Some work may require access to elevated equipment using approved lifts or similar equipment. Required lift or equipment training/certification will be provided or coordinated as appropriate.

Site Access and Security Requirements

• This position requires regular access to secure and restricted areas within John F. Kennedy International Airport. The employee must be able to obtain and continuously maintain all JFK, Port Authority, and other airport security credentials and access permissions required for the employee's assigned work areas, including Security Identification Display Area (SIDA) credentials if required for the applicable assignment.
• The employee must comply continuously with applicable airport security, access-control, identification, and credential-use requirements.

What You’ll Bring:

Education & Certifications:

• High School Diploma or Equivalent

Required Skills/Qualifications:

• 3+ years of hands-on experience supporting commercial audiovisual, digital-signage, experiential-media, broadcast, or similarly complex integrated technology systems.
• Demonstrated experience troubleshooting LED displays/video walls, signal flow, audio DSP and amplification, media playback, AV-over-IP, control systems, and network-connected AV devices.
• Working knowledge of IP networking concepts used within audiovisual systems, including addressing, connectivity, and basic network troubleshooting.
• Ability to methodically diagnose hardware, software, signal-path, and system-integration problems and determine when escalation to engineering, IT, or manufacturer support is required.
• Experience using service-management or ticketing platforms and maintaining clear, accurate technical documentation, service records, and asset information.
• Experience performing system-health checks and preventive-maintenance activities in a live production or operational environment.
• Ability to follow formal change-control, escalation, and documentation procedures.
• Strong customer-facing communication skills and the ability to coordinate effectively with client technical teams, remote support personnel, manufacturers, and other service providers.
• Ability to work independently as the primary onsite technical resource while effectively using a broader remote and field-support organization.
• Ability to obtain and continuously maintain all JFK, Port Authority, and other airport security credentials and access permissions required for the employee's assigned work areas, including Security Identification Display Area (SIDA) credentials if required for the applicable assignment.

Desired Skills/Qualifications:

• AVIXA CTS certification preferred; CTS-I or demonstrated progress toward CTS-I is highly desirable.
• Relevant manufacturer certifications or formal training in the installed technology platforms are preferred.
• Previous experience supporting large-format LED, experiential AV, digital signage, transportation, airport, broadcast, or other mission-critical/public-facing technology environments is strongly desirable.

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