Audio Visual Services Technician

Provide audio-visual support for the Seattle conference center and coordinate support with other offices as needed. Run periodic reports to determine what staff and technical solutions are required for upcoming reservations. Deliver excellent customer service and guidance to clients, lawyers, and business professionals to ensure reliable operations and successful meetings and events. Meet with stakeholders to gather and document meeting requirements and provide support solutions as needed. Maintain and operate Seattle & firm audio-visual technology. Remotely troubleshoot, provide escalation support, and coordinate service calls as required for the firm.

• These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation. While the Audio-Visual (AV) Services Technician will be assigned responsibility for specific duties, as a member of the Customer Service team it is expected that these duties may change based on total departmental needs.
• Service Delivery: Ensure delivery of appropriate audio-visual services necessary for smooth business operations. Work with resources from the AV team, Service Desk, and Ricoh Office Services teams as required. Provide videoconferencing, teleconferencing, content delivery, recording, and collaboration solutions tailored to promote successful meetings and minimize disruptions.
• End-user Support: Quickly resolve end-user issues to ensure that meetings start on time and as seamlessly as possible. Perform troubleshooting and either remediate issues or implement an acceptable workaround to allow meetings to proceed. Work with clients to familiarize them with our technology and educate them on capabilities and best practices for a high-quality experience.
• Concierge Support: Engage in active partnerships with high-profile clients, firm leadership, marketing, and professional development teams to ensure that they feel confident in our technology and support. Solicit feedback, document, and offer suggestions to improve service offerings whenever possible. Provide active monitoring, event or meeting moderation, presenter coaching, and support. Flag and escalate any issues outside the control of the AV Services team and take ownership through resolution. Provide timely updates, reports, and recordings as required.
• Training: Educate users and other support professionals on best practices and technology capabilities in firm conference rooms. Facilitate access to end-user reference guides and tools for self-service. Create online documentation for videoconferencing, webinars, recordings, preferred rooms for special use cases, and similar topics.
• Talk with stakeholders to clarify support requirements, set expectations, and gather actionable feedback. Provide concise and accurate information on symptoms, steps taken, and urgency when escalating issues.
• Technology Operations: Demonstrate a high level of familiarity with all supported AV technology including Cisco videoconference codecs, Crestron and Extron controls, Barco wireless display adapters, microphones, MagicINFO digital signage players & platform, and other supported equipment. Act as a subject matter expert on best practices, capabilities, and firm standard configurations for supported equipment.
• Lifecycle Maintenance: Work with the AV Operations Supervisor and vendors to provide regular preventive maintenance, update firmware and software, and schedule and manage periodic technology refreshes. Coordinate asset management of installed, loaner, and traveling equipment.
• Project Support: Support project teams and attend meetings representing the AV Services team as needed.
• Perform other duties, as assigned.
• Be present at work during regularly scheduled working hours and as needed in the position, consistent with the firm's attendance expectations.

This position may require travel as needed.

Communications skills

• Effective written and oral communication.
• Excellent listening skills.
• Ability to explain advanced technical concepts and processes in clear and concise language to all levels of firm personnel.
• Ability to read and write advanced technical documentation.

Customer service and interpersonal skills

• Address priority meeting-impacting issues and communicate remediation efforts to appropriate stakeholders.
• Establish and maintain effective working relationships.
• Understand end-users' business needs and workflows.
• Maintain a professional demeanor under stressful conditions.
• Professionally navigate departmental and firm organizational structures to facilitate the resolution of complex issues.
• Seek and identify opportunities to enhance the client's experience with the firm's technology.

Problem-solving skills

• Perform advanced troubleshooting and research incidents and problems and accurately determine when to escalate.
• Rapidly assimilate advanced technical information and prioritize multiple competing deadlines.
• Work effectively in a team environment to troubleshoot and solve challenging problems.
• Ability to work well under pressure and adapt to a changing environment.
• Take ownership of projects, requests, or issues and follow through to completion.

Technical knowledge and skills

• Videoconferencing endpoints (Cisco, Logitech).
• Collaboration and meeting platforms (Webex, Zoom, MS Teams & Google Meet).
• Windows and Mac operating systems.
• Basic network troubleshooting skills and knowledge, both LAN and WAN.
• Advanced troubleshooting skills, including the ability to use a wide variety of resources including technical manuals, online vendor knowledge bases, and specification documents.

• Cisco Control Hub.
• Microsoft Intune Admin Center.
• Samsung MagicINFO Cloud Platform (Digital Signage).
• Resource Scheduler.
• Room AV Integration Technology (Crestron, Extron, Biamp, QSC).
• Non-linear editing with Adobe Creative Cloud.
• HD camera operation.
• Interview and event lighting.
• Live production switchers (Blackmagic ATEM, etc.).
• Audio and video recording equipment.
• Matrix switchers, mixers, encoders.
• Amps and digital signal processors.

• Requires two plus years of experience in an AV technical support environment.
• Previous experience providing support in a legal environment is strongly preferred.
• A+, Network+, MCSE, or equivalent technical education preferred.
• An associate's or bachelor's degree is preferred.

At Perkins Coie, we look for self-motivated individuals dedicated to providing value and superior service and who have a high degree of integrity and enthusiasm for their work. We have created a company culture based on collaboration, devotion to serving our clients, and mutual respect. Perkins Coie is committed to advancing diversity and inclusion both within the firm and throughout our collective communities. Work with one of the 100 Best Companies to Work For and receive great health insurance, tuition reimbursement, and paid sabbaticals.

This position is eligible for an annual discretionary bonus, 401(k) plan, medical, dental, and vision insurance, accrued paid time off plan starting at 20 days annually, personal medical and parental leave, up to 10 paid holidays, and family care benefits. More information regarding benefits and programs may be found here.

This position may be filled in the following location(s). The listed compensation range reflects the typical pay for this role, though it is rare for new hires to receive an offer at the top of the range. Actual compensation may vary depending on experience, skills, market conditions, and internal equity.

Washington state compensation range: $63,770.00 to $98,180.00 annually.