AVL/IT Support Specialist Job Description
About the Job:
The AVL/IT Support Specialist provides expert technical support to clients and the internal Summit team. The AVL/IT Support Specialist uses AVL technical knowledge as well as advanced communication skills to put clients at ease, while identifying problems and creating solutions. This position works closely with various teams at Summit, leveraging their skills and expertise to put the client first and quickly troubleshoot issues.
About Us:
At Summit Integrated, we pride ourselves on delivering top-notch services and solutions to our clients for over 20 years. We are a Colorado-based full service, purpose-driven, Audio Video Lighting integrator with an extensive national reach in the House of Worship industry. Our church audio, video, and lighting systems are powerful, yet user-friendly, and equip our clients with the right industry tools and training to take their worship experiences to the next level. We value providing a rewarding employee atmosphere of working as a team towards shared goals and rewards, and we are looking for individuals who embody our core values of: People First, Driven by Excellence, Be Humble-Stay Humble, Integrity Speaks Louder than Words, Generosity without Limits, Don’t Forget to Have Fun.
Responsibilities:
Serve as the technical support expert for new and existing clients who are experiencing technical issues with their Summit-installed AVL system via various communication channels such as phone, email, or text.
Own the resolution of the technical issue until the customer is satisfied, helping them to feel cared for, from the moment the client contacts support to the resolution.
During the week, respond in a timely manner to phone calls (same business day & within 2 hours), text messages (same business day and within 4 hours) and emails (within 24 hours or next business day).
When on-call, respond to all urgent requests within 1 hour.
Internal IT Support responsibilities:
Serves as the technical expert for internal IT systems, ensuring on-site and remotely used systems are maintained and functioning properly during business hours
Maintains office/HQ network and devices including LAN and WiFi for devices and conference rooms
Works with others to create and enforce general cybersecurity policies
Onboards & offboards staff including asset tracking, software account provisioning/de-provisioning in Google Workspace and other tools
Provides frontline Helpdesk support for in-office and remote/traveling staff
Desktop support of Apple Macs, iPads, and Windows PCs
Software support
Software subscription maintenance
Skills and Abilities
Deep knowledge and understanding of church production and related systems management of professional Audio, Video, Lighting, and Networking equipment.
Deep technical knowledge and experience with networking, Dante, Wireshark, Qsys, Dashboard, and other related tools used to manage and support AVL systems.
Knowledge and experience of networking (wired and wireless) for a medium-sized business, including spin-up, maintenance, troubleshooting, etc.
Ability to function in a high-paced and, at times, high-stress environment.
Excellent verbal and written communication skills.
Displays empathy, intuition, and good judgment while navigating complex technical issues.
Exercises discretion in accessing sensitive information about employees and internal operations.
Physical and Cognitive Requirements
This role is based in Colorado, and the employee must live in Colorado.
Hybrid work policy - Employee expected be in office 3 days per week (Monday, Tuesday, Thursday minimum)
This position has the following mental capabilities and cognitive requirements:
Understanding of complex problems and the ability to collaborate to explore alternative solutions.
Makes decisions that have an impact on the work unit’s operations and services.
Communicates a variety of information
Independently organizes individual work and that of others to manage multiple tasks and/or projects.
Working conditions:
Constant
This position works in an office environment and requires frequent interaction with others and the public.
This position works under deadlines, with competing priorities from multiple people.
Occasional
Irregular or extended work hours for service calls or customer emergencies after core business hours
Working alone, and fielding multiple demands from several people.
Work Location: In person
This is not a remote position.
Job Type: Full-time
Salary: $48,723.00 - $60,904.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
Full-time - Minimum 40hrs per week
Expected to be available for core business hours:
Monday- Friday 9am-4pm MT
Saturday On-Call Hours: 12p-4pm MT
Sunday On-Call Hours: 6a-1p MT
This role is limited to 4 Sundays off per calendar year.
Supplemental pay types:
Bonus opportunities
Travel requirement:
Up to 25% travel
Join our team and contribute to Summit Integrated's commitment to service. Take the next step in your career by applying now!
The deadline to apply for this position is 04/12/24 but may be extended. Background checks required. Summit Integrated Systems is an equal opportunity employer — all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.