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Somerset, Kentucky, United States
Onsite
Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to thrive – in our offices or yours.
Role Description
Conference Room & Collaboration Support
Provide first-level break/fix support for conference room technology.
Troubleshoot audio, video, display, camera, microphone, and connectivity issues.
Support Microsoft Teams, Cisco Webex, Zoom, and other collaboration platforms.
Ensure conference rooms are operational, functional, and meeting-ready.
Respond to service requests within established service level objectives.
Event & Executive Support
Assist with Executive Briefing Center (EBC) meetings and corporate events.
Set up, test, and operate AV equipment for presentations and meetings.
Provide onsite technical support during meetings and events.
Assist presenters with laptop connectivity, content sharing, and collaboration tools.
Support event rehearsals and technical readiness checks as assigned.
AV Hardware & Maintenance
Install, configure, and maintain AV equipment, including displays, microphones, cameras, speakers, control systems, and conferencing hardware.
Perform preventive maintenance and routine inspections of AV systems.
Replace faulty equipment or coordinate repair activities.
Maintain equipment inventories and asset records.
Service Management
Log, update, track, and resolve incidents through the Help Desk ticketing system.
Document troubleshooting activities, resolutions, and recurring issues.
Escalate unresolved issues to senior AV technicians, engineers, or third-party vendors.
Assist with root cause analysis and service improvement initiatives.
Monitoring & Diagnostics
Utilize monitoring and diagnostic tools to identify and troubleshoot potential AV issues.
Perform routine system health checks and validation testing.
Proactively address equipment alerts and performance concerns.
Customer Service
Deliver exceptional customer service to employees, executives, clients, and event participants.
Communicate technical information clearly and effectively to non-technical users.
Ensure a professional, responsive, and positive support experience.
Behaviors and Competencies
Technical Troubleshooting: Can proactively seek out potential technical problems, initiate preventive measures, and contribute to innovative solutions.
Teamwork: Can lead a team effectively, facilitating cooperation, sharing information, and ensuring that all team members are able to contribute to their full potential.
Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods.
Flexibility: Can proactively anticipate changes, adapt strategies, and contribute to innovative solutions.
Multi-Tasking: Can proactively seek out challenges, initiate multiple projects, and contribute to innovative task management strategies.
Willingness to Learn: Can regularly integrate new skills and knowledge into daily work and is open to feedback and making changes accordingly.
Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.
Professionalism: Can proactively seek out challenges, initiate projects, and contribute to a professional work environment.
Analytical Thinking: Can synthesize complex data, identify patterns, draw insights, and present findings clearly and understandably.
Strong troubleshooting and problem-solving capabilities.
Excellent customer service and interpersonal skills.
Effective verbal and written communication skills.
Ability to communicate technical concepts to non-technical audiences.
Basic understanding of audio visual hardware and conferencing technologies.
Familiarity with Microsoft Teams, Cisco Webex, Zoom, or similar collaboration platforms.
Strong attention to detail and organizational skills.
Ability to manage multiple priorities and meet service expectations.
Collaborative approach to working with cross-functional teams and stakeholders.
Strong sense of accountability and ownership.
Commitment to continuous learning and professional development.
Other Requirements
Completed Associate’s Degree or relevant work experience required
3-5 years of audio-visual experience in an educational, customer service, or hospitality setting required
Ability to lift and move AV equipment weighing up to 50 pounds.
Ability to travel to SHI, Partner, and Customer Events
Ability to work flexible hours to support events and project-related activities
CTS (Certified Technology Specialist) certification, or willingness to obtain certification.
Experience supporting executive meetings and live events.
Knowledge of Cisco Room devices, digital signage, and room control systems.
Experience with ServiceNow or similar ticketing systems.
The estimated annual pay range for this position is $60,000 - $75,000 which includes a base salary. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status