AV Support Specialist

Position Summary:

The AV Support Specialist provides independent support for routine classroom, meeting, and event technology issues, ensuring consistent, high-quality operation of audiovisual systems across supported spaces. The role applies broad working knowledge to diagnose and resolve moderately complex issues, adapt established procedures when needed, and reduce repeat incidents through accurate resolution and documentation. Work is performed with moderate supervision, and the role contributes to service reliability and first-time resolution within the immediate support domain.

About the Work Unit:

Vanderbilt University Information Technology is a human-centric organization that advances our university by delivering innovative solutions and frictionless experiences through collaboration.

Key Functions and Expected Performance:

Independent AV Support and Troubleshooting

• Independently resolves routine and moderately complex AV issues using established tools, procedures, and judgment.
• Diagnoses common integration issues involving displays, control systems, and conferencing technologies to restore service.
• Ensures accurate first‑time resolution by validating fixes and addressing contributing configuration or usage factors.
• Escalates high‑complexity or systemic issues with clear analysis and supporting detail.
• Performs standard AV system configurations and adjustments within documented parameters to maintain usability.
• Identifies early indicators of equipment failure or misconfiguration and initiates corrective action.
• Supports preventive maintenance activities that reduce service interruptions and repeat requests.
• Reviews recurring incidents to identify patterns and opportunities for improved resolution or documentation.
• Updates or contributes to knowledge articles and support notes to strengthen team‑wide consistency.
• Applies feedback and lessons learned to improve reliability and user experience across supported spaces.
• Coordinates with IT partners and facilities staff to resolve issues spanning multiple service domains.
• Provides informal guidance or job‑shadowing support to less experienced staff.
• Communicates clearly with users regarding issue status, expected outcomes, and resolution steps.

System Configuration and Preventive Support

Service Quality and Continuous Improvement

Collaboration and Peer Coordination

Working Conditions and Operational Requirements:

On-Site Requirement:

This position is required to work primarily on campus to support operational needs, provide in‑person services, and collaborate with colleagues. Employees are expected to be on site during their scheduled work hours unless otherwise approved by their supervisor. Occasional flexibility may be granted based on departmental needs and institutional policy.

On-call Responsibilities:

The position includes rotating on-call duties for after-hours incident response and requests.

Driving Required:

Must have and maintain a valid driver's license and a satisfactory driving record. Vanderbilt University engages a third party to provide up-to-date notifications regarding negative changes to motor vehicle records.

Supervisory Relationships:

This position does not include direct supervisory responsibility but may provide informal guidance or mentorship to colleagues as needed. The role reports administratively and functionally to the AV Support Manager.

Education and Certifications:

• High school diploma or GED is necessary
• Associate or bachelor’s degree in audio‑visual technology, information technology, engineering technology, or a related field preferred
• Professional AV certifications or manufacturer training (e.g., CTS, CTS‑I, or equivalent vendor credentials) preferred

Experience and Skills:

• 2-4 years of relevant experience is necessary
• Broad working knowledge of AV systems, control interfaces, and basic conferencing platforms is necessary
• Ability to independently troubleshoot and resolve moderately complex technical issues is necessary
• Experience adapting established procedures to address nonstandard support scenarios is necessary
• Strong documentation and communication skills supporting service continuity are necessary
• Demonstrated commitment to VUIT’s Guiding Principles is necessary

Information Technology’s Guiding Principles:

• Trust and Respect- VUIT cultivates a community built on trust, mutual respect, and inclusivity, where all members feel valued and supported. We prioritize honesty, dignity, empathy, and a willingness to listen and understand.
• Professionalism- VUIT strives to maintain a culture of maturity, accountability, and integrity to best represent the University and self. Have a sense of humility and poise in your work and daily interactions.
• Collaborate- VUIT commits to being inclusive in solution design where we value sharing within and partnering across the university. We are intentional about including our colleagues and preventing silos.
• Bias-to-Action- VUIT is seen as a changemaker by exhibiting a decisive, self-starter, take-action approach with a willingness to make decisions without excessive deliberation. Personal initiative is recognized as a key part of the creative process.
• Communicate- Communication (written, verbal and non-verbal), within and outside VUIT, is open, thoughtful, welcoming, clear, proactive, concise yet complete, always honest, and delivered kindly.
• Innovate- VUIT pledges to be bold and challenge the status quo by inspiring a culture of creativity that promotes growth and advancement for the university.
• Celebrate Each Other- We are intentional in showing appreciation for the work of others by valuing and acknowledging meaningful contributions at all levels of the organization.
• Optimize- VUIT will practice continuous and thoughtful optimization of our solutions and services to increase our human and technological capacity. Capacity drives innovation.