Job Title: AV Support Specialist

Duration: 11 months Contract

Pay Range: $25-27/hr

Work designation: Office-based full time

Schedule: Mon-Fri/7am-4pm (some requirements to shift hours on some weeks and possibility of a weekend day)

Select hardware needed for resource: Virtual Desktop (ERD or DVD)

- Requires use of personal PC/MAC or supplier-supplied PC/MAC

Equipment: Using their own or supplier-owned PC/MAC with Virtual Desktop

Location: Fully in office

Description:

Below are the locations where we want to staff the conferencing concierge role.

The Chicago Merchandise Mart and Chicago River Point are buildings that are 2 blocks from each other and our expectation is 1 person can cover both locations and will be expected to walk between them as needed.

Chicago River Point is the primary and more important location between these 2.

River Point is our executive location where our CEO and Senior Leadership are housed.

The person working in this location must be able to interact with the C-Suite.

Location Details:

Tryon St., Charlotte, NC 28203

Mart Plaza, Chicago, IL

Lake Street, Chicago, IL

Sanders Road, Northbrook, IL 60062

Olympus Blvd, Coppell, TX

Position Summary

The Onsite Conferencing Concierge is a highly visible, customer-focused role responsible for ensuring seamless, frictionless meeting experiences within high-traffic office locations (PODs).

This role blends technical expertise with white-glove service, providing proactive room readiness, real-time meeting support, and hands-on issue resolution to protect critical business and executive interactions.

The Concierge serves as both a local collaboration expert and a remote support extension, helping users across locations troubleshoot conferencing challenges and adopt best practices across Client Teams Rooms and related technologies.

Key Responsibilities

Daily Operations & Room Readiness

Conduct early-morning room readiness checks prior to the first scheduled meetings to proactively identify and resolve issues

Validate functionality of audio, video, displays, room controls, and connectivity

Perform checklist-driven inspections to ensure consistent quality and reliability across all rooms

Live Meeting Support

Provide rapid, in-room response during live meetings and high-visibility events to prevent or resolve disruptions

Support executives and critical business meetings with a high-touch, white-glove approach

Troubleshoot issues related to audio quality and tuning, video/camera framing and alignment, content sharing and proximity join, and device pairing and connectivity

Technical Operations & Maintenance

Assist Conferencing, Collaboration & Content Product Team with maintenance of firmware, software, and Teams application currency across conferencing systems

Identify recurring issues and coordinate remediation with vendors and engineering teams

Own and track post-installation punch list items and ensure completion

User Engagement & Enablement

Provide in-the-moment coaching and support to meeting participants

Deliver lightweight training on casting and wireless sharing, Teams meeting controls and features, and room best practices and etiquette

Maintain a visible and approachable presence to encourage early issue reporting

Cross-Site Support & Remote Assistance

Provide remote troubleshooting support for other office locations and users as needed

Assist service desk and engineering teams in diagnosing complex conferencing issues

Share knowledge, trends, and recurring issues to improve enterprise-wide collaboration experiences

Metrics & Continuous Improvement

Contribute to and improve key service metrics, including room readiness rates, mean time to resolution (MTTR), incident volume trends, and proactive vs. reactive fix ratios

Identify opportunities to reduce friction and improve the end-user experience

Required Skills & Qualifications

Experience supporting enterprise conferencing platforms (e.g., Client Teams Rooms)

Strong troubleshooting skills across AV, networking, and endpoint technologies

Ability to diagnose and resolve issues requiring physical, in-room intervention

Familiarity with audio/video systems and room acoustics, device firmware/software lifecycle management, and collaboration platform features and integrations

Ability to work independently in a fast-paced, high-visibility environment

Preferred Qualifications

Experience supporting executive environments or high-profile meeting spaces

Knowledge of AV hardware vendors (e.g., Logitech, Neat, Poly)

Experience working with service management tools and ticketing systems

Exposure to enterprise collaboration governance, policies, and user adoption initiatives

Behavioral & Personality Attributes

Empathy and patience, understands user stress during meeting disruptions and responds calmly and supportively

Encouraging and approachable demeanor, creates a welcoming environment that encourages users to ask for help early

Customer-first mindset, focuses on ensuring meetings proceed smoothly, regardless of underlying technical complexity

Strong communication skills, explains technical issues in a clear, non-technical way

Proactive and anticipatory thinking, identifies and resolves issues before they impact users

Confidence under pressure, performs effectively during high-visibility or executive meetings

Work Environment & Expectations

Primarily onsite in high-traffic office POD locations

Early start times may be required to support pre-meeting readiness (e.g., before business hours)

Active movement between conference rooms and collaboration spaces throughout the day

Occasional support during peak events or extended hours for critical meetings

Role Impact

Ensuring reliable, high-quality meeting experiences

Reducing disruptions that cannot be detected or resolved remotely

Supporting executive engagement and business continuity

Improving user confidence and adoption of collaboration technologies