Audio Visual Specialist

ucf; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

University of Central Florida (UCF) IT seeks an Audio-Visual Specialist focused on classroom multimedia tech and top-tier customer service. You will handle Tier II support, dispatch duties, ticket coordination, and field troubleshooting to ensure reliable operations across classrooms and spaces.

The role emphasizes proactive maintenance, knowledge-base development, and collaboration with OIR Engineering for AV installations and high-profile events, with emphasis on strong communication and SLA

Qualifications

• High School Diploma or equivalent with 2+ years IT/AV experience.
• Experience coordinating dispatch operations and ticketing.
• Strong customer service skills and clear communication.

Responsibilities

• Dispatch tickets intake, coordination, updates, and customer communication.
• Troubleshoot AV issues in classrooms and multimedia spaces using diagnostics and collaboration with technicians.
• Support incident resolution and meet service level targets.
• Perform preventative maintenance and resolve recurring AV issues.
• Assist with AV installations and classroom checks.

Skills

Dispatch ops

AV troubleshooting

Customer service

Documentation

Live events support

Education

High School Diploma or Equivalent

Tools

ServiceNow

Remote monitoring tools

Job description

University Operations:

University Operations at UCF is committed to creating a supportive and welcoming environment for our faculty, staff, students, and the broader community. We take pride in delivering exceptional service, sharing our expertise, and upholding the highest standards to ensure a world-class campus experience.

Visit our website or follow us on Facebook and Instagram to learn more.

The Opportunity:

The UCF IT department within University Operations is seeking to hire an Audio-Visual (AV) Specialist who thrives at the intersection of cutting‑edge multimedia technology and exceptional customer service. This role is responsible for providing Tier II IT support with a focus on classroom and multimedia technologies. A significant portion of this position is focused on dispatch duties including customer response, incident assignment/update and field tech coordination, but will also include field work such as troubleshooting AV issues, supporting incident resolution, and ensuring reliable operation of multimedia systems. The AV Specialist applies foundational AV knowledge, research, and collaboration with team members to identify and resolve technical issues while maintaining a strong customer service focus.

Responsibilities:

• Dispatch including ticket intake, tech coordination, ticket updates, and customer communication.
• Troubleshoot and resolve AV issues in classrooms and multimedia spaces using diagnostics, documentation, and collaboration with technicians.
• Support incident ticket resolution by providing timely updates and meeting established service level targets.
• Perform preventative maintenance, including identifying, repairing, and resolving recurring AV issues.
• Conduct classroom checks and utilize remote monitoring tools to proactively detect and address equipment issues.
• Assist faculty with the use of classroom multimedia technology, delivering responsive and professional customer service.
• Support Federal Work Study (FWS) and OPS staff in resolving multimedia issues and completing classroom check tickets.
• Contribute to the development and enhancement of knowledge base articles, troubleshooting guides, and repair documentation.
• Assist with AV installations in collaboration with OIR Engineering as needed.
• Provide cross‑functional support: training staff on troubleshooting and equipment operation, maintaining inventory and spare equipment, supporting vehicle upkeep for operational needs, and delivering technical support for high‑profile university events.
• Test and evaluate new AV technologies for potential inclusion in classroom design standards.

Minimum Qualifications:

• High School Diploma or Equivalent and 2+ years of relevant experience or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

Preferred Qualifications:

• Experience coordinating dispatch operations within an IT or AV support environment, including ticket intake, incident assignment, field tech coordination, and customer communication.
• Demonstrated experience troubleshooting and supporting AV/multimedia systems in classroom or enterprise environments.
• Strong customer service skills with experience supporting faculty or end users in a technical setting.
• Familiarity with ticketing systems (e.g., ServiceNow) and ability to meet service level expectations.
• Experience with AV monitoring tools and preventative maintenance practices.
• Ability to create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Experience supporting live events, AV installations, or high‑profile technical operations.
• Knowledge of inventory management and equipment lifecycle tracking.
• Experience training or mentoring others on AV systems and troubleshooting techniques.

Special Instructions to the Applicants:

Position requires a valid Class E driver’s license. This position may involve driving to various locations on and off campus to conduct University business.

New hires selected for this position at the University of Central Florida can expect to be offered the base salary amount for the role. Compensation is determined in alignment with UCF's pay structure and internal equity considerations.

If you are selected as the final candidate for an employment opportunity, both your position and salary will be significantly based upon the information that you have provided in your application for employment.

All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H-1B transfers or employment‑based visa processing for individuals currently sponsored by another employer.

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