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Form of workJob Description
Essential Responsibilities
Service Delivery
- Manage requests for audio-visual equipment and services.
- Evaluates requests and consults with users to determine audio-visual needs and selects equipment and services to satisfy requirements.
- Ensures work orders and service requests are completed on time.
Event Setup/Support
- Responsible for all aspects of event needs; setup, testing, operations, calibration, maintain and troubleshooting equipment and software.
- Ensures connectivity between computer equipment and AV equipment including LCD projectors, visual presenters, and sound systems.
- Performs editing, sound dubbing, mixing, and other functions as requested.
- Provide users with one on one just-in-time training on proper operations of AV systems and equipment.
- Diagnoses and resolves AV issues.
Troubleshooting
- Uses Ticketing system to monitor and respond to daily incident and service requests. Open, close and update incidents and requests appropriately.
- Inspects and tests equipment; and makes minor repairs to audiovisual, television, photographic, and related equipment. Provides for turn-in, pick-up, and delivery of equipment to be repaired and schedules major repair work through vendors.
- Schedule work with users and vendors in a timely manner.
- Work with AV vendors to come up with solutions and recommendations for repair and installation of new equipment (when required).
Documentation/Inventory/Training
- Create and maintain documentation for AV procedures (e.g., training guides, how-to’s)
- Performs annual audio-visual physical equipment inventory of all AV equipment. Updates the audio-visual equipment inventory and reconciles discrepancies.
- Tracks and documents equipment usage, malfunctions, and service records. Analyzes equipment inventory to establish useful life, mean time between failure, and other performance characteristics to justify new acquisitions and disposal actions.
- Log and track for servicing and relocation of equipment (e.g., when renovations are done, and equipment is relocated temporarily).
- Provide scheduled and impromptu training on AV equipment usage.
Asset Management
- Oversees management of audio-visual equipment inventory within the ITSM tool.
- Ensures inventory, service and financial records of equipment are accurately maintained.
- Prepares reports, assesses equipment capabilities, user needs, recommends the purchase of new equipment or modification of existing equipment, and prepares specifications and orders for audio and video related equipment.
- Asset Repair and Maintenance: Develops and maintains processes and procedures to track repair and maintenance schedules, usage, and document equipment malfunctions and failures. Inspects and tests equipment; makes minor repairs to audiovisual, television, photographic, and related equipment.
- Arranges for major repairs to equipment through various local contractors. Monitors and evaluates contractor performance and compliance with contract provisions or regulatory requirements.
- Work and participate with project teams to provide expertise in AV equipment and specifications.
- Assist with management of external vendors to ensure seamless execution of installations and ongoing maintenance contracts.
Leadership
- Provide leadership and guidance for day-to-day operations for the AV team.
- Focuses on customer service to ensure operational efficiencies and customer satisfaction.
- Review schedules for AV team to ensure that all events, incidents, and requests are being processed and handled efficiently and appropriately.
- Work with IT management to review and maintain the AV budget.
- Primary liaison between departments, users, IT and project teams.
- Must have strong understanding of technology that integrates with AV requirements (i.e., how it works with wireless devices, PA systems, cabling, and media systems)
- Oversee and provide direction for process management of AV assets, repair, and maintenance.
- Make ongoing recommendations for managing AV equipment in a safe and stable environment.
- Manage external vendors to ensure seamless execution of installations and ongoing maintenance contracts.
- Provide direct input for strategic planning.
- Directs and oversees the audio-visual operations that includes development of audio-visual standards through collaboration with Milwaukee County leadership; Development of short- and long-range plans and strategies to address the audio-visual needs
- Leads and participates in audio-visual technology initiatives throughout Milwaukee County.
Position Requirements
Minimum Qualifications - An equivalent combination of education and experience may substitute for the requirements listed.
- Minimum five (5) years of work-related experience.
- Knowledge of techniques of operating and maintaining photography, audio, television, and audiovisual equipment.
- Effective interpersonal skills: excellent written and oral communication skills to communicate with management staff members and external audiences.
- Excellent interpersonal and coordination skills. Must have strong telephone and customer service skills to deal with users with varying levels of knowledge in technology. Must also be able to coordinate multiple assignments and prioritize tasks daily.
- Excellent problem-solving abilities and strong oral and written communication skills. Must be able to respond to problems effectively and efficiently while under time pressure.
- Strong customer service skills required. Able to work with users with varying degrees of AV knowledge. Must be able to provide quick instructions on operating equipment, communicating both technically (vendors/IT) and non-technically when required.
- Strong listening skills to understand client needs.
- Excellent teaming and interpersonal skills
- Excellent communications skills to work with both internal and external customers/users daily, including elected officials.
Preferred Qualifications
- Minimum two (2) years of managerial or supervisory experience.
- AV Integrations expertise and strong PC troubleshooting skills.
- Media production knowledge and skills.
- Knowledge of streaming technologies.
- Knowledge of audio-visual technology systems and concepts.
- Knowledge of documentation of processes and procedures.
- Able to understand and participate in strategic planning and implementation.
Physical Requirements
- Frequently sits, perform desk-based computer tasks and grasp light or fine manipulation, talk or hear.
- Frequently stand and/or walk, write by hand, and lift and/or carry, push and/or pull objects that weigh up to 50 pounds.
- Must be able to twist, bend, stoop, squat, kneel, crawl, climb, reach, or work above shoulder, or grasp forcefully.
Working Conditions
- This position may involve traveling to various locations, including to site locations.
- Work is conducted in an office environment and may require work to be conducted in non-standard workplaces including outstations and outdoors.
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