The AV Collaboration Analyst provides onsite audiovisual (AV), collaboration technology, and Level II user support, with primary responsibility for conference room readiness and reliable meeting and event technology. The role proactively supports Zoom Rooms and integrated AV systems, prepares and tests meeting spaces, provides live meeting assistance, and serves as the first line of diagnosis and escalation for AV issues. The AV Collaboration Analyst also provides deskside hardware and software support as needed to ensure a consistent, high-quality technology experience for lawyers and staff.
This role requires a proactive, self-starting approach, strong technical judgment, excellent customer service, and the ability to work independently while collaborating closely with User Support, AV, infrastructure teams, and third-party vendors.
Duties and Responsibilities:- Provide onsite conference room and AV support, including proactive room readiness checks, meeting setup, testing, troubleshooting, and live meeting assistance to ensure collaboration spaces are operational and ready for use.
- Review scheduled meetings and events as appropriate to anticipate AV requirements, coordinate with meeting organizers to understand technology needs, and ensure rooms and equipment are prepared and tested in advance.
- Support Zoom Rooms and installed AV technologies, including Poly room systems, Poly and Cisco touch panels, displays, microphones, cameras, speakers, room controls, and related conferencing equipment.
- Diagnose first-line AV and collaboration technology issues, perform appropriate corrective actions, restore service when possible, and escalate complex issues to internal AV resources or vendors as needed.
- Provide AV support for meetings, presentations, office events, and other programs requiring enhanced technology support, including advance preparation, rehearsals or testing when appropriate, and onsite support during the event.
- Proactively identify conference room and AV issues, document incidents and recurring problems, coordinate escalation and vendor support, and follow issues through resolution to maintain reliable room availability.
- Maintain working knowledge of installed AV and collaboration systems and participate in training and professional development to strengthen AV troubleshooting and support capabilities.
- Assist users with computer-related problems involving hardware, software, network connectivity, mobile devices, and remote access. Resolve inquiries efficiently through effective troubleshooting, active listening, and a consistent focus on service excellence.
- Provide Level II hardware support, including desktop and laptop support, visiting office setups, mobile device support, computer imaging and post-image configuration, preventative maintenance, and basic printer troubleshooting.
- Provide software support for applications standard within Sidley's environment, including installation, configuration, updates, preventative maintenance, and third-party application support in coordination with other IT teams and vendors.
- Manage deployed and inventory technology assets and maintain accurate asset records. Coordinate hardware moves, changes, exchanges, and equipment deployments.
- Provide break/fix support for telephones and related equipment, including handsets, cords, and base units.
- Assist with technology projects including hardware and software upgrades, office moves, technology deployments, and special events.
- Manage and process hardware warranty claims and facilitate warranty repairs with third-party vendors.
- Document and maintain accurate user requests, incidents, troubleshooting activity, resolutions, and escalations in the IT Service Management system.
- Perform other duties as required.
Education and/or Experience:Required:- BA/BS degree or equivalent work experience.
- A minimum of 2 years of experience providing direct and exceptional technology support in a high-performance culture.
- Experience supporting enterprise conference room and collaboration technologies, including Zoom Rooms or similar video conferencing environments, with demonstrated ability to perform room readiness checks, meeting setup, live meeting support, and first-line AV troubleshooting.
- Experience supporting Windows-based computers, Microsoft Office applications, smartphones, remote access technologies such as Citrix, and enterprise imaging or deployment solutions.
- Experience supporting VoIP telephony solutions.
Preferred:- Law firm or professional services experience.
- Experience supporting integrated conference room AV systems, including room control interfaces, cameras, microphones, displays, speakers, touch panels, and related collaboration technologies.
- Experience providing technology support for meetings, presentations, and events where advance testing and live support are required.
- Experience using and supporting Adobe Acrobat, NetDocuments or similar document management solutions, Zoom Calling, Microsoft Intune, Mac devices in an enterprise environment, and enterprise operating-system deployment tools.
- AVIXA Certified Technology Specialist (CTS), A+, ITIL, Microsoft Office Application, or related technical certifications.
Other Skills and Abilities:The following will also be required of the successful candidate:
- Strong organizational skills.
- Strong attention to detail.
- Good judgment.
- Strong interpersonal communication skills.
- Ability to manage multiple projects with competing deadlines and priorities.
- Ability to work effectively under pressure.
- Strong analytical skills and a proactive approach to problem-solving.
- Able to work harmoniously and effectively with others.
- Able to preserve confidentiality and exercise discretion in all interactions.
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The target salary range for this role is:
$77,200 - $95,000 if located in California.
Salaries vary by location and are based on numerous factors, including, but not limited to, the relevant market, skills, experience, and education of the selected candidate. Our compensation package also includes bonus eligibility and a comprehensive benefits program. Benefits information can be found at Sidley.com/Benefits.
