Job Description

For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.

Yorktel is currently seeking an AV Technician who will look after all AV conference technology at that location to ensure that it is in proper working order. They will interface directly with the customer to ensure complete user satisfaction in their collaboration experience.

This position will report to the Customer Success Manager and be based at the customer location in Washington, DC. He/she will interface with the customer directly to perform their role as well as with Yorktel internal departments for support as needed.

Roles & Responsibilities:

• Regularly influence internal and external resources to achieve mutually desirable outcomes.
• Make recommendations to internal parties and customers regarding concerns or issues and ensure resolution in collaboration with assigned team members.
• Plan regularly to support incoming customer issues.
• Communicate answers to complex questions and respond to detailed inquiries.
• Handle and protect all internal and external confidential information with discretion and judgment, following company policies and procedures.
• Act as a service advocate to promote the use of video collaboration rooms/systems.
• Assist with video booking and connections.
• Adhere to all procedures and policies of both the client and Yorktel.
• Create and maintain SOPs and run books related to job functions.
• Perform scheduled preventative maintenance on A/V technologies in conference spaces.
• Conduct scheduled room checks on all conference spaces.
• Coordinate with users and configure VTC systems to establish connections with remote users, ensuring optimal audio, visual, content sharing, and recording.
• Work with the onsite team to create and maintain user documentation/quick reference guides (QRG) for A/V technology.
• Provide client training on the use of collaboration technology.
• Troubleshoot issues in conference spaces and related technology.
• Perform basic level repairs, including:
• Standard connector and terminations.
• Simple cable replacements (non-conduit run).
• Projector bulb replacements.
• Basic equipment replacement.
• Monitor replacement (may require additional resources based on size).
• Escalate facilities and non-related issues to the customer or their responsible providers.
• Provide hands-on support as needed.
• Escalate technical issues to the customer or responsible providers.
• Own incidents and facilitate their resolution.
• Train new team members and assist with onboarding backfill resources.
• Manage and track equipment inventory, ensuring Yorktel’s CMDB is accurate.
• Serve as the focal point for video and audio-conferencing support, providing technical and concierge assistance as required.

Skills & Abilities:

• Excellent customer service skills.
• Strong team player with excellent communication (verbal and written) skills.
• Highly dedicated and organized.
• Ability to maintain a professional attitude and appearance at all times.
• Proficient in handling complex questions and responding to detailed inquiries.
• Superior problem-solving skills and analytical ability.
• Proficient in the use of Microsoft Office Suite.
• Ability to interact professionally and confidently with senior executives.
• Experience providing VIP-level white-glove services for meetings, training, and events.
• Strong planning and organizational skills to support incoming customer issues.
• Ability to handle confidential information with discretion and judgment based on company policies.

Education & Experience:

• Bachelor’s degree or equivalent work experience.
• 5+ years of experience supporting/troubleshooting/installing video conferencing and audio/video technologies, including:
• Zoom, Webex, Google Meets, BlueJeans.
• Cisco, Poly, and other SIP/H323 video conferencing endpoints.
• Microsoft Teams and Microsoft Teams Room devices.
• Zoom Rooms and Zoom Administrative Portal.
• Conference Room Controls and AV equipment (Crestron, Extron, etc.).
• Condeco Room Reservation platform.

Additional Requirements:

• May require occasional lifting (up to 25 lbs).
• Extensive sitting, standing, and walking.
• Some travel requiring multi-night stays within and at times outside the local work area.
• Valid driver’s license.
• Must be willing to complete background checks and drug tests as required by current or future contracts.

Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.

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