Technical Support Analyst

• →Provide responsive technical support and troubleshooting for Microsoft 365, Microsoft Teams, Microsoft Teams Rooms, and other SaaS platforms utilized by the community.
• →Diagnose and resolve technical issues involving hardware, software, audiovisual equipment, and conferencing technology.
• →Track, document, report, and collaborate on technical issues, incidents, and service requests through resolution.
• →Proactively identify potential technology issues and take appropriate steps to minimize service disruptions.
• →Effectively prioritize multiple requests and escalated incidents in a fast-paced environment.

• Support the planning, coordination, and technical execution of community meetings, presentations, and events.
• Perform thorough pre-event testing of audiovisual systems to identify and resolve issues prior to scheduled events.
• Set up, operate, and troubleshoot video conferencing systems, cameras, displays, microphones, audio equipment, and related AV technology.
• Provide real-time technical support during events and respond quickly to audio, video, camera, or connectivity issues.
• Assist with AV control systems, including Q-SYS or similar platforms.

• Work closely with Board and Committee members, residents, and other stakeholders to provide professional and responsive technical assistance.
• Communicate technical information clearly to users with varying levels of technical knowledge.
• Maintain a customer-service mindset while managing incidents, service requests, and technical concerns.
• Follow through on reported issues to help ensure timely resolution and a positive customer experience.

• Strong working knowledge of Microsoft 365, Microsoft Teams, and Microsoft Teams Rooms, including troubleshooting and administration.
• Hands-on experience supporting audiovisual hardware, including video conferencing systems, cameras, displays, microphones, and audio equipment.
• Familiarity with AV control systems, preferably Q-SYS, including basic operation and troubleshooting.
• Working knowledge of professional audio systems and AV technologies.
• Experience supporting live events and managing audio, video, camera, and presentation systems.
• Strong technical troubleshooting, analytical, and problem-solving skills.
• Proactive approach to identifying and resolving technical issues.
• Ability to effectively track, document, communicate, and collaborate on technical incidents and concerns.
• Strong organizational skills with the ability to prioritize competing demands and work effectively under pressure.
• Excellent verbal and interpersonal communication skills.
• Strong customer-service orientation and ability to interact professionally with residents and community leadership.

• Bachelor’s degree in Information Technology, Audiovisual Technology, Computer Science, or a related discipline preferred, but not required.
• Approximately 5 years of experience in audiovisual support, technical support, IT support, or a related discipline preferred.
• Relevant hands-on experience may be considered in place of formal education.

This is an excellent opportunity for a technically skilled professional who enjoys combining IT support, audiovisual technology, live event support, and direct customer interaction. The successful candidate will play an important role in supporting the technology residents and community leaders rely on for meetings, events, collaboration, and everyday operations.