IT Desktop/AV Support Specialist

Trustees of University of Pennsylvania; United States; On-site; USD 70,000 - 95,000; Full time

Job summary

Trustees of the University of Pennsylvania is seeking a Senior IT/AV Support Specialist to deliver advanced technical support for HireIT clients, deploying and maintaining audio/visual systems across campus. You will serve as a primary contact for understanding client needs and advising on AV solutions that support business requirements.

The role covers testing new AV technologies, managing spaces, and assisting in events at prominent venues such as Perry World House and other campus spaces.

Qualifications

• Experience supporting audiovisual systems in an IT environment.
• Ability to advise on selecting and using AV technology to meet business needs.
• Strong communication and collaboration with clients and campus teams.

Responsibilities

• Consultation and Recommendations: Advises users on planning, selection, implementation, and use of audio/visual solutions.
• A/V Client Support: Troubleshoot AV systems remotely and on-site; manage software/firmware updates.
• A/V Event Support: Provide technical support for events in AV spaces and training on system operation.
• Client Support Intake: Interact with clients via phone, email, or ticketing system across campus locations.
• Relationship Management: Maintain relationships with clients and vendors; communicate policies and practices.
• Project Participation and Management: Track services, logs, milestones, and configuration files.
• Client Support: Diagnose and resolve issues with computing hardware, software, and network services.

Skills

AV systems

Technical support

Client-facing

Troubleshooting

Project coordination

Job description

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

IT Desktop/AV Support Specialist

Job Profile Title

Information Technology Support Specialist Senior

Job Description Summary

The Senior IT/AV Support Specialist is responsible for providing advanced technical support and consultation for all HireIT clients. The role combines expertise in supporting and deploying audio/visual systems across HireIT-supported environments. This role serves as a primary point of contact for understanding client needs, analyzing functional requirements, and advising customers on the planning, selection, implementation, and use of audio/video solutions that support business requirements. The position requires specialized expertise in selecting, testing, and evaluating new audio/visual technology, as well as managing and maintaining supported spaces. It is also client-facing and includes support for high-profile events in HireIT AV spaces, including Perry World House, the Kleinman Center for Energy Policy, and the President's Meeting and Guest House. In addition, this role supports the broader HireIT team by providing general IT assistance to clients across campus locations. Responsibilities include hands-on technical support, troubleshooting issues with computing hardware, software, and network services, maintaining working knowledge of client hardware and applications, and contributing to the knowledge base, documentation, and client communications. The position may also require occasional coverage during evenings, weekends, and recognized University holidays. The position plays a key role in maintaining A/V service continuity, improving client support, and advancing HireIT's ability to effectively manage a growing A/V and IT environment.

Job Description

Job Responsibilities

• Consultation and Recommendations: Analyzes functional requirements and advises users in the planning, selection, implementation, and use of audio/visual solutions to address business requirements and provides leadership in selection, testing, and evaluation of new audio/visual technologies
• A/V Client Support: Provides remote and on-site troubleshooting of audio/visual systems, including digital signage hardware. Manage software and firmware updates of existing audio/visual systems
• A/V Event Support: Provide technical support for audio/visual (AV) equipment, special events, and meetings in person, virtually, or in a hybrid setup. Offer one-on-one and timely training on AV systems operation.
• Client Support Intake: Engage daily with clients of different technical backgrounds, offering high-quality support and consultation via HireIT intake channels (phone, email, ticket management system) and through desk side support at multiple campus locations.
• Relationship Management: Establish and maintain relationships with clients, including client relationship management and communication to inform them of changes and updates. Keep clients informed about Penn computing policies, standards, and recommended practices. Maintain an understanding of client office functions and needs. Engage and manage relationships with A/V integrators and vendors.
• Project Participation and Management: Assume ongoing responsibility for designated services and complete additional project work as assigned. Keeps inventory and deployment logs, project status milestones, and accurate configuration files uploaded in relevant systems.
• Client Support: Provide hands-on technical support and assistance to clients in various campus locations. Diagnose and resolve technical problems with computing hardware, software, and network services. Maintain support level