Technical Support Analyst - Audio/Visual

County of Weld

United States

On-site

USD 37,000 - 62,000

Full time

9 days ago

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Benefits offered by this job

Health insurance

Dental and Vision

Paid Holidays

Wellness Program

Job summary

Weld County is seeking an Information Technology Technical Support Center Analyst to deliver high-quality on-site IT and audiovisual support across county locations. The role involves frequent face-to-face interaction, hands-on tech support for courtrooms and conference spaces, and occasional remote assistance via phone/email.

You will manage A/V configurations, equipment, and vendor coordination to ensure robust user experiences.

Qualifications

Bachelor’s degree in IT, business, or related field, or equivalent experience.
1 year minimum experience providing onsite customer service, incident management, and A/V support.
Experience with Windows OS, Microsoft Office 365 products, and other standard daily use applications.
Familiarity with CJIS, HIPAA, and PCI requirements.

Responsibilities

Perform detailed onsite analysis, diagnosis, and resolution of complex end-user issues, including deskside repair.
Install, configure, test, maintain, and monitor end-user workstations and related hardware/software.
Receive, document, and respond to incoming calls, emails, walk-ins, and onsite support requests.
Provide in person onboarding, workstation setup, account configuration, and technology orientation.
Coordinate physical hardware needs for employee transitions to ensure secure onboarding and offboarding.
Provide in person A/V support for video conferencing and courtrooms; troubleshoot and resolve onsite issues.

Skills

A/V tools

Windows OS

O365

Communication skills

Onsite support

Education

Bachelor’s degree in IT or related field

Tools

Crestron

Cisco

QSC

Logitech

Job description

Compensation Range $34.99 - $45.49

Job Description Summary

This Information Technology Technical Support Center (TSC) Analyst is a dual purpose, onsite position responsible for delivering high-quality technical and audio/visual support throughout Weld County locations. This role requires frequent face-to- face interaction, organizational and communication skills along with advanced decision-making, and hands-on engagement with technology enhanced spaces such as courtrooms, conference rooms, and public facing areas. While some support may be provided remotely via telephone and email, the nature of this role requires consistent onsite availability to ensure rapid response, physical system adjustments, and reliable A/V operation. Technical Support Analysts support Weld County staff and citizens through effective and professional communication during the lifecycle of a request, with an emphasis on exceeding expectations. The role also ensures the maintenance, setup, and support of all audiovisual configurations, components, and technology enhanced environments.

Job Description

Perform detailed onsite analysis, diagnosis, and resolution of complex end-user issues, including deskside repair. Install, configure, test, maintain, and monitor end-user workstations and related hardware/software within county facilities. Utilize and improve established procedures related to identification, categorization, prioritization, and resolution of support requests. Receive, document, and respond to incoming calls, emails, walk-ins, and onsite support requests. Provide in person support for new employee onboarding, workstation setup, account configuration, and technology orientation. Manage the deployment, recovery, and lifecycle of mobile devices in collaboration with county vendors. Coordinate physical hardware needs for employee transitions to ensure a secure, complete, and excellent service experience for Weld County employees to be successfully brought onboard and offboard. Audio/Visual Responsibilities: Receive and respond to incoming A/V and video conferencing support tickets, prioritizing in-person troubleshooting. Perform onsite A/V analysis, diagnosis, and issue resolution in courtrooms and other county spaces; recommend and implement corrective solutions. Develop long-term strategies and capacity planning for future A/V infrastructure needs. Assist with procurement, installation coordination, and hands-on verification of A/V systems. Develop A/V equipment standards and maintain documentation for all installations. Troubleshoot video conferencing technologies including Crestron, Cisco, QSC, and Logitech. Manage vendor-based system installations and service work requiring onsite oversight. Develop and maintain policies, procedures, and training plans for A/V system administration. Provide in person end-user training on A/V and video conferencing technologies.

Knowledge & Experience

Expertise with A/V tools and systems: Crestron, Cisco, Logitech, etc.
Experience with Windows OS, Microsoft O365, and standard applications.
Knowledge of desktop/laptop hardware components and peripherals.
Experience with diagnostic and mass deployment tools.
Familiarity with ITIL and PMP concepts.
Track record of meeting customer expectations through service-level agreements.
Basic project management skills.
Strong oral and written communication skills; ability to interact across multiple teams.
Familiarity with CJIS, HIPAA, and PCI requirements.

Required Qualifications

Required Education: Bachelor’s degree in IT, business, or related field, or equivalent experience.

Experience: 1-year minimum experience providing onsite customer service, incident management, and Audio/Visual support.

Skills and Abilities: Experience with the setup and configuration of Windows, Microsoft Office 365 products, and other standard/daily use applications. Knowledge and execution of standard desktop and laptop hardware setup, configuration and delivery including all associated peripherals. Working knowledge of a range of diagnostic, local and mass deployment utilities. Proven track record of understanding and meeting customer expectations through service level agreements. Basic understanding of project management principles. Strong oral and person-to-person skills. Must be able to interact with multiple groups within the team at many levels. Excellent communication, customer service, and conflict‑resolution skills. Ability to prioritize and problem-solve under pressure. Familiarity with vendor escalation processes. Strong analytical and problem‑solving ability. High attention to detail. Collaborative and team‑oriented.

Licenses and Certifications

CJIS – Criminal Justice Information Systems certification (will be provided after hire)
CompTIA - A+ Certification (Preferred)
HDI - Help Desk Institute Certifications (Preferred)
PMI - PMP (Project Management Professional) Certification (Preferred)
ITIL - Information Technology Infrastructure Library (ITIL) Certification (Preferred)

Site-to-site travel is required

Candidate must have a valid Driver’s License and Liability Insurance. Upon Hire Required Candidate must pass a Motor Vehicle Record (MVR) evaluation and if hired, will be subject to continuous monthly MVR monitoring and random drug screens throughout employment. Upon Hire Required Candidate must pass criminal background check prior to employment start date. DL NUMBER - Driver License, Valid and in State Must have and maintain a valid Colorado driver’s license and use of personal, insured vehicle. Dependable transportation and auto insurance, always maintained, as required by State law. Required This position is subject to pre-employment drug screening. Employment is contingent upon successfully passing the screening in accordance with Weld County policy.

Use the link below to get a closer look at the generous benefits offered: https://www.weld.gov/Government/County-Information/Join-Our-Team/Employee-Benefits

Weld County is an equal employment opportunity employer. We ensure that all employment practices are conducted without regard to race, color, religion, sex, national origin, age, disability status, marital status, sexual orientation, gender identity or expression, genetic information, protected veteran status or any other protected status in accordance with federal, state, and local laws. Weld County pledges to uphold a work environment free from discrimination and harassment, promoting fairness and dignity for all employees. We actively take affirmative action to comply with nondiscrimination policies and invite qualified individuals in need of reasonable accommodations to contact our Human Resources Department at humanresources@weld.gov or (970) 400-4234.

We invite you to explore joining Team Weld, a winning team!

So many elements of Weld County make us an employer of choice. Community support and impact, a place to make a difference, team unity, career growth and development, being valued, empowerment and so much more is what you will discover as an employee of Weld County.

The benefits of working for Weld County extend far beyond simply earning a paycheck. There's something for everyone here at Weld County - active and healthy living opportunities, a variety of medical plans to choose from, retirement options and plenty of paid time off to spend with family and friends.

We’re excited to have you consider a career with Weld County Government!

Benefits for full-time, regular employees (30+ hours/week) and part time (20-29 hours/week)