AV / Technical Support Engineer

Position Summary

Seeking an AV Technician / Tier 2.5-3 IT Support Specialist to provide advanced technical and AV support in a high-touch corporate environment. This role will handle higher-level escalations from the service desk, troubleshoot complex Windows and Microsoft 365 issues, use PowerShell for troubleshooting and administrative tasks, and provide hands-on support for endpoints, conference rooms, executives, Board meetings, and high-profile events.

This position requires 5 days onsite in the Arlington, VA/Ballston Metro area, with occasional early-morning or evening support for scheduled events.

Key Responsibilities

• Serve as a Tier 2.5/3 escalation point for complex desktop, endpoint, Microsoft 365, and user-support issues.


• Troubleshoot advanced Windows, Microsoft 365, Outlook, Teams, OneDrive, authentication, connectivity, and application issues.


• Use PowerShell scripting for troubleshooting, administrative tasks, automation, and resolving recurring support issues.


• Troubleshoot and support Crestron-based conference room and AV systems.


• Provide white-glove technical and AV support for executives, Board members, and high-profile meetings and events.


• Set up and support Webex and Microsoft Teams meetings, including hybrid and video conferencing.


• Troubleshoot cameras, microphones, speakers, displays, projectors, room controls, cabling, and content-sharing systems.


• Take ownership of escalated issues through resolution, working with infrastructure, network, security, and other IT teams when necessary.


• Support laptop imaging, configuration, deployment, refreshes, and workstation builds.


• Assist with IT asset management, including inventory, deployment, collection, and hardware lifecycle activities.


• Document troubleshooting, escalations, and resolutions within an ITSM/ticketing system.


• Assist with AV and endpoint upgrades, installations, testing, and technical projects.

Required Qualifications

• 3+ years of experience providing Tier 2/3 desktop, endpoint, service desk, or advanced end-user support.


• Experience handling escalated technical issues that could not be resolved at Tier 1/Tier 2.


• Hands-on experience with PowerShell scripting and command-line troubleshooting.


• Strong experience troubleshooting Windows and Microsoft 365, including Outlook, Teams, OneDrive, and related applications.


• Hands-on experience with Crestron AV and/or room-control systems.


• Experience supporting executives or other high-profile users in a white-glove environment.


• Experience with Webex and Microsoft Teams conferencing.


• Experience with device imaging, configuration, deployment, and workstation refreshes.


• Experience with IT asset management and hardware lifecycle support.


• Strong understanding of endpoint hardware, peripherals, connectivity, user profiles, authentication, and general network troubleshooting.


• Experience working within an ITSM/ticketing system.


• Strong customer service skills and the ability to remain composed while resolving technical issues during live meetings or executive-facing situations.

Preferred

• Experience with Intune, Entra ID/Azure AD, Active Directory, or SCCM/MECM.


• Experience writing or modifying PowerShell scripts for automation, endpoint administration, software deployment, or user troubleshooting.


• AV/Crestron certifications or training.


• Microsoft endpoint or Microsoft 365 certifications.


• CompTIA A+ or similar certification.


• ITIL Foundation.