IT Service Specialist II

Immediate need for a talented IT Service Specialist. This is a 12+ Months contract opportunity with long-term potential and is located in Redwood City, CA (Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID: 24- 30930

Pay Range: $35 - $38/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Provide exceptional AV support and a white glove service to our customers, primarily focused on C-Level, Executives, and other VIPs, for end-user meetings, conferences, and events.

• Perform analysis and diagnosis of complex AV issues for end users as well as our infrastructure and recommend and implement solutions.

• Perform routine preventive maintenance and maintain functional aspects of A/V systems, ensuring a ready to use state.

• Evaluate, prioritize, and respond to service requests with a resolution.

• Build and maintain proactive relationships with key stakeholders (including C-Level, Executives and VIPs) within company business units that we support and work with, ensuring business objectives are met.

• Place and escalate vendor service calls when necessary to resolve hardware or software failures.

• Knowledge, understanding, and hands-on experience of video conferencing including support for Zoom conference calls and webinars.

• Knowledge of production equipment and broadcast.

• Understanding of production terms and roles within live events, including A1, V1, Technical Director.

• Operating audio and video equipment during live and hybrid events (including Digital audio Mixers, wireless microphone management, screen switching, PTZ cameras, Lighting control, content management, remote participant management, etc.)

• Familiarity with product lines including Crestron, Extron, Samsung, BiAmp, Clearone, QSC / Q-SYS, D&B sound system, Shure, Yamaha CL5, Barco (E2), High End Systems, Neat, Poly, Cisco, BrightSign, etc.

• Perform analysis and diagnosis of complex AV issues, demonstrating expertise in AV signal flow and systemic troubleshooting methods to efficiently identify root cause and resolve issues for end users as well as our infrastructure, and recommend and implement solutions.

• Familiarity/certification with IP network audio systems (such as Dante).

• Provide support and training on meeting rooms, AV systems, and tools to people with varying levels of technical proficiency.

• Maintain, refine, and create AV systems documentation in Client Drive, Teams, etc.

• Identify opportunities to improve existing processes through refinement and/or automation.

• Ensure compliance with company processes, methods, and procedures.

• Comfortable working with other trades and mentoring less experienced technicians.

• Valuing being a part of a best-in-class service team

Key Requirements and Technology Experience:

• Bachelor's degree or professional training/certifications related to areas of responsibilities or equivalent work experience.

• 5+ years of experience in all aspects of professional AV support.

• Experienced in AV design engineering.

• Strong experience with audio and video conferencing technologies.

• Superior client relationship management (i.e. exhibiting the ability to create an atmosphere of tension relief during high stress encounters).

• Troubleshooting and support experience with AVoIP, DSP, control, digital signage and video wall systems.

• Excellent communications and client service skills, with consistent follow-through.

• CTS Certification

• Understanding of development and consumer game consoles.

• Ability to coordinate and communicate at all levels within the organization.

• Ability to manage vendors and ensure deliverables are met.

• Tech Savvy

• Ability and passion for learning new technology and tools.

• Excellent Customer Support skills

• A drive to help end-users get what they need to do their jobs the best they can.

• Prioritization Skills

• The ability to analyze requests and prioritize them based on impact

• Self-starter, self-motivated, able to work under minimal supervision.

• Able to lift 50 lbs.

Our client is a leading IT organization and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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