Audio-Visual (AV) & Service Desk Technician
Location: Franklin, TN (Fully On-Site)
THIS IS NOT A REMOTE POSITION.

Candidates must be legally authorized to work in the U.S. without sponsorship, now and in the future.

Position Summary
The Audio-Visual (AV) & Service Desk Technician is responsible for the setup, operation, and support of audio-visual systems and general IT services across the organization. This role supports live and virtual events, conference room technologies, and end-user computing environments while delivering a responsive, user-focused support experience. This position requires strong troubleshooting skills, the ability to manage multiple priorities, and clear communication with both technical and non-technical users, including business guests and executive leadership. The role also provides hands-on experience across AV and IT support, with opportunities to grow into more advanced technical or engineering responsibilities over time.

Key Responsibilities
• Set up, operate, and maintain audio-visual equipment including conferencing systems, speakers, microphones, cameras, and presentation tools
• Support live and virtual events, meetings, and executive presentations, including live streaming, Zoom/Teams sessions, on-site support, and real-time troubleshooting
• Configure and support conference rooms, including Zoom Rooms with Microsoft Teams functionality and scheduling systems
• Troubleshoot AV, hardware, software, and connectivity issues and provide timely resolution
• Provide desktop support for PCs, laptops, printers, and mobile devices
• Assist with basic Active Directory and Azure AD tasks (password resets, user updates, group membership)
• Support Microsoft 365 services including Teams, Outlook, OneDrive, and SharePoint
• Assist with basic connectivity troubleshooting (VPN, wireless, access issues)
• Install and configure hardware, software, and office equipment according to business standards
• Maintain accurate inventory and lifecycle records for AV and IT equipment
• Document issues, resolutions, and procedures within the ticketing system (Atera) and knowledge base
• Act as a front-line point of contact for meeting, conferencing, and IT issues, triaging and escalating as needed
• Communicate clearly with users at all levels, including executive leadership
• Prioritize tasks effectively and meet deadlines for events and support requests
• Participate in ongoing training and professional development

Qualifications & Requirements
• High School Diploma or equivalent required; associate or bachelor’s degree in a technical field preferred
• 1+ years of experience in AV support, IT support, or customer service role preferred
• Knowledge of audio-visual systems, conferencing platforms (Zoom, Microsoft Teams, Webex), and presentation tools
• Familiarity with Windows OS, Microsoft 365, Active Directory, and endpoint management tools
• Strong troubleshooting and problem-solving skills across AV and IT systems
• Excellent customer service and interpersonal communication skills
• Ability to translate technical concepts into clear, non-technical language
• Ability to troubleshoot issues and manage multiple tasks in a dynamic environment
• Physically able to stand for extended periods and lift and carry up to 50 lbs.
• Willingness to travel up to 10% to support events and participate in a limited on-call rotation

Work Environment & Expectations
This position operates fully on-site at the Franklin, TN headquarters. The role requires flexibility to support events, occasional after-hours work, and a strong commitment to delivering a white-glove support experience.