Job Title

Job Description:GENERALProvide audio-visual support for the Seattle conference center and coordinate support with other offices as needed. Run periodic reports to determine what staff and technical solutions are required for upcoming reservations. Deliver excellent customer service and guidance to clients, lawyers, and business professionals to ensure reliable operations and successful meetings and events. Meet with stakeholders to gather and document meeting requirements and provide support solutions as needed. Maintain and operate Seattle & firm audio-visual technology. Remotely troubleshoot, provide escalation support, and coordinate service calls as required for the firm.ESSENTIAL FUNCTIONSThese essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation. While the Audio-Visual (AV) Services Technician will be assigned responsibility for specific duties, as a member of the Customer Service team it is expected that these duties may change based on total departmental needs.Service Delivery: Ensure delivery of appropriate audio-visual services necessary for smooth business operations. Work with resources from the AV team, Service Desk, and Ricoh Office Services teams as required. Provide videoconferencing, teleconferencing, content delivery, recording, and collaboration solutions tailored to promote successful meetings and minimize disruptions.End-user Support: Quickly resolve end-user issues to ensure that meetings start on time and as seamlessly as possible. Perform troubleshooting and either remediate issues or implement an acceptable workaround to allow meetings to proceed. Work with clients to familiarize them with our technology and educate them on capabilities and best practices for a high-quality experience.Concierge Support: Engage in active partnerships with high-profile clients, firm leadership, marketing, and professional development teams to ensure that they feel confident in our technology and support. Solicit feedback, document, and offer suggestions to improve service offerings whenever possible. Provide active monitoring, event or meeting moderation, presenter coaching, and support. Flag and escalate any issues outside the control of the AV Services team and take ownership through resolution. Provide timely updates, reports, and recordings as required.Training: Educate users and other support professionals on best practices and technology capabilities in firm conference rooms. Facilitate access to end-user reference guides and tools for self-service. Create online documentation for videoconferencing, webinars, recordings, preferred rooms for special use cases, and similar topics.Talk with stakeholders to clarify support requirements, set expectations, and gather actionable feedback. Provide concise and accurate information on symptoms, steps taken, and urgency when escalating issues.Technology Operations: Demonstrate a high level of familiarity with all supported AV technology including Cisco videoconference codecs, Crestron and Extron controls, Barco wireless display adapters, microphones, MagicINFO digital signage players & platform, and other supported equipment. Act as a subject matter expert on best practices, capabilities, and firm standard configurations for supported equipment.Lifecycle Maintenance: Work with the AV Operations Supervisor and vendors to provide regular preventive maintenance, update firmware and software, and schedule and manage periodic technology refreshes. Coordinate asset management of installed, loaner, and traveling equipment.Project Support: Support project teams and attend meetings representing the AV Services team as needed.Perform other duties, as assigned.Be present at work during regularly scheduled working hours and as needed in the position, consistent with the firm's attendance expectations.TRAVELThis position may require