TITLE: Tech & AV Support Technician
DEPARTMENT: Information Technology
REPORTS TO: Director of Technology & AV Support Services
STATUS: Full-time, Non-Exempt
PAY RATE: $24.00 - $26.00/hour
LOCATION: Onsite - Shedd

Time Commitment: Wednesday - Sunday
 
POSITION OVERVIEW: The Tech & AV Service Desk Technician is a role that facilitates and maintains all user accessible voice, data, and desktop equipment, as well as the overall audio-visual (AV) experience for employees and patrons at Shedd. This position is responsible for the success of meetings, programs, and events requiring the operation of AV equipment for all Shedd employees. 
 
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.   

• Demonstrate commitment to Shedd’s vision, mission, and values   
• Collaborate with Shedd teams and vendors as needed  
• First point of contact for end-user technology needs, including hardware, software, and desktop access 
• Develop and provide training and support documentation for all Shedd employees 
• Prepare and maintain new laptops, tablets and workstations for Shedd employees 
• Assist in supporting telephony infrastructure and its associated end user hardware and software   
• Performs daily exhibit walkthroughs verifying and troubleshooting the technical operation of the overall Shedd AV experience for guests 
• Maintain an inventory of all Shedd owned hardware, including user devices and facilitating AV equipment 
• Respond to and log workflows regarding employee technology/AV requests via JIRA ticketing system 
• Arrange and operate AV equipment for meetings, classes, programs, and events as needed   
• Serve as live show production assistant for programs and productions as needed   
• Create and update technical documentation related to technology and AV systems configurations, process, procedure, and knowledgebase articles   
• Maintain an ongoing understanding of current and emerging technologies   
• Must be able to work onsite during normal business hours as well as on weekends and holidays   
• Must be able to work in a fast-paced, ever-changing technology environment   
• Other duties as assigned  

QUALIFICATIONS: The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Education: Minimum of a high school diploma and training in technology support or AV engineering, and/or equivalent experience providing technology and AV support 
 
Experience:   

• 2+ years of experience in the IT or AV field preferred 
• Experience with various IT and AV technologies, including interactive displays, projectors, digital signage, AV environments, microphones, and videoconferencing 
• Knowledge of and experience with various operating systems, including Microsoft Windows, Mac, iOS, and Android 
• Knowledge of various common customer software packages, including Microsoft 365, G-Suite, and Adobe Suite 
• Strong customer service, communication, and problem-solving skills  
• Must be able to maintain effective relations with users at all levels and positively interact with customers with complex or challenging needs 
• Ability to learn quickly and to communicate technical issues to non-technical personnel 

Designations/Certifications: CompTia A+, MCSE, ACMT, CTS, and/or Dante preferred 

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• Lift up to 60 pounds  
• Sit 
• Stand 
• Stoop 
• Walk 
• Climb ladders 
• Operate lift 

WORK ENVIRONMENT:  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This person may be exposed to: 

• Heat 
• Cold 
• Electrical shock 
• Low noise 
• Moderate Noise 
• Loud Noise 

BENEFITS OF WORKING AT SHEDD: We offer competitive compensation packages and opportunities for professional growth within our organization. 

• Medical Insurance, including FSA and HSA plan options
• Vision and Dental Insurance 
• Accrued Paid Time Off 
• Up to 12 Paid Holidays 
• Life Insurance 
• Parental Leave and Adoption Assistance
• 401(k)
• Discounted Parking and Public Transit Subsidies
• Employee Assistance Program
• Employee Wellness program, including Preventive Care Incentive 
• Employee Discounts
• Employee Tickets 

Reasonable Accommodations: 
Shedd Aquarium is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need reasonable accommodations for any part of the employment process, please email us at jobs@sheddaquarium.org. 

We strongly encourage people of color, LGBTQ+ community, veterans and active duty military, parents, individuals with disabilities, and individuals from all cultural backgrounds to apply. Shedd Aquarium is an equal opportunity employer and welcomes everyone to our team.