Job Description
WilmerHale is a leading, full-service international law firm with 1,000 lawyers located throughout 12 offices in the United States, Europe and Asia. Our lawyers work at the intersection of government, technology and business, and we remain committed to our guiding principles of providing quality, excellent legal and client services; developing diversity among our lawyers and staff and cultivating an environment that promotes an ambitious spirit, collaboration and collegiality by drawing on the extraordinary talents and dynamic experience of our lawyers. Our goal is to reflect the diversity of our clients and the communities in which we practice.
What You Will Be Doing
The Audio Visual (AV) Specialist is dedicated to the delivery of the highest-quality AV experience for the firm's attorneys and staff, and visitors, including clients and other firm-sponsored external parties. Under the supervision of the Deskside Support Manager, the AV Specialist provides onsite and occasional offsite services in the setup, use, administration, and support of the firm's AV systems. This includes standard video conference rooms, multipurpose (MPR) and other configurable rooms, Board Rooms, desktop and mobile video-enabled devices, presentation tools (includes projectors and displays), audio and video bridging systems, AV recording and editing systems, content servers, and other AV-related systems necessary to deliver the firm's AV capabilities. The majority of the AV Specialists' requests will be managed through the firm's conference services reservation management system, currently EMS, and the firm's IT Service Management (ITSM) system, currently ServiceNow. Secondarily, the AV Specialist will setup and support the computing systems needed to successfully deliver an AV-related meeting, this includes data connectivity, setup of presentation computers or mobile devices, "mounting" of presentation media from files, and configuration of presentation tools such as wireless pointers. The AV Specialist advocates the firm's technology "best practices" to attorneys and staff based on what is identified by other members of IS Workplace Support, Technology Training, other IS groups, and other Administrative Support groups to ensure that attorneys and staff, as well as firm visitors, experience the firm's AV systems with the highest customer satisfaction. Critical to the success of this role and the firm's AV services is a focus on continuous improvement in the delivery of said services, both from a tool and a process perspective; constantly strive to improve the service and delight the customer.
About The Role

• Provides hyper-responsive onsite and occasional offsite setup, use, administration, and support of all of the firm's AV systems and services.
• Administers the firm's audio and video bridging and media room systems, including wireless microphones and AV recording systems, which can include system current and future system testing
• Provides multimedia meeting support as necessary for Audio Visual (AV) systems including video conference, audio conference, and presentation systems necessary to ensure successful delivery of AV services for the firm's attorneys.
• Communicates effectively with firm Conference Services and Event Coordinators to prepare for complex meeting setups in advance in order to ensure the delivery of the highest-quality AV services and prevent avoidable mistakes. This preparation can include outreach to the attorneys and staff requesting the AV services in order to clarify expectations and acknowledge any limitations that will prevent delivery of requested AV services, then identify a creative solution that will address the gap.
• Performs media file combining and editing as requested.
• Identifies, researches and resolves technical problems through coordination with others in IS, including under the guidance of IS Workplace Support management. This may require additional troubleshooting and research of issues, including the utilization of personal experience and research of external knowledge sources, such as internet-based resources.
• Manages the delivery of service through well-structured organizational skills and leveraging the firm's conference reservations system and ITSM tool for scheduling information and meeting requirements. This will include providing text-based updates into the ITSM tool to complete and resolve an assigned request.
• Responds to telephone, email, Instant Message (IM), desktop video, in-person, and other electronic requests for AV services (conference management system and ITSM tool).
• Tracks and monitors all issues to ensure timely and effective resolution in the ITSM tool, escalating to others in IS Workplace Support, overall IS, and vendors as necessary to realize issue resolution.
• Works with the attorneys and staff to ensure that they understand how to use the AV tools available to them, emphasizing firm "best practices", in order to enable them to realize the highest level of productivity and satisfaction by fully leveraging the collaborative capabilities of the firm's AV systems.
• As requested, configures and installs new or replacement PC's, mobile devices, scan and print devices, telephones, and presentation tools including projectors for the completion of daily IS Workplace Support operational support or the completion of an IS project.
• Assumes additional responsibilities as assigned, including performing project-related work.
• Identifies areas in which IS Workplace Support can benefit from improvement in technical and customer service skills and raises with IS Workplace Support management, then supports the implementation on the plan as requested.
• Demonstrates sound judgment in providing workarounds to customer AV-related Incidents and Service Requests that cannot be resolved initially, while researching or engaging others in firm IS or with firm vendors to define a long-term solution.
• Performs daytime, after-hours, and weekend computer, mobile device, telephony, AV, and network support on behalf of IS Workplace Support, IS Applications Services, and IS Infrastructure Services, as needed. This may require short notice to travel to the office outside of normal business hours in the event of system outage events.
• Displays professionalism, quality service and a "can do" attitude to internal members/departments of the firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.

Required Skills

• Advanced skill at troubleshooting and support of AV software and hardware configurations, as used at WilmerHale, including in-room audio and video systems, bridging systems, and computer and mobile audio and video systems.
• Experience applying AV industry best practices for the production and support of complex AV meetings, including computer and mobile device integrations.
• Exceptional customer service attitude and skills.
• Ability to learn, develop, and apply knowledge of work practices, policies, and procedures as they relate to IS Support operations, including service management software, knowledge bases, and remote support tools.
• Demonstrated knowledge and support of technology currently in use at WilmerHale, including the computing environment, operating system environment(s), equipment platforms, legal software, and remote access, as well as conceptual understanding of enterprise system data flows, with special focus on the Microsoft Office suite and the iManage Document Management System is preferred.
• Appreciation for and understanding of the complex roles of a legal environment, including the business differences and pressures for a Partner, Associates, Paralegal, Legal Secretary, staff Executives and Management, and other staff personnel.
• Ability to respond to requests with a heightened sense of urgency in high-pressure circumstances.
• Exceptional oral and written communication skills as necessary to translate complex technical information to a non-technical audience. Clear articulation of activity, solutions, and business needs in electronic format, including video conference, email, IM, and computer and mobile video, as necessary to communicate and coordinate with peers, others in IS, and the overall firm customer base, including firm clients.
• Keen analytical, troubleshooting, and problem-solving skills, including the ability to resourcefully utilize multiple resources for issue research. Resources include: personal experience and knowledge, peers, information knowledgebase(s), and Internet search tools.
• Excellent organizational skills and attention to detail while working effectively with little supervision in an atmosphere of multiple projects, shifting priorities, and deadline pressure.

Required Experience

• Minimum 3 years' experience in a structured customer service, AV technology position including 2 years of hands-on AV support.
• Experience supporting Cisco or similar manufacturer bridging platforms, and endpoints.
• Experience support computer-based and mobile-based AV services, including WebEx, Zoom, Teams,Jabber, Skype, and Apple FaceTime preferred. Additional support of computer hardware and software, operating systems, mobile devices, and network equipment is preferred.
• Must have advanced experience with Microsoft Windows 10, Google, Android or Apple iOS, and Microsoft Office 365. Advanced experience supporting remote access technologies, including VPN, wireless, and effective performance of Internet research, and specialized programs to support the legal community (e.g.: Lexis, Westlaw, etc.) are preferred.

Education:

• College degree preferred with substantial coursework in information systems or equivalent experience.
• AV industry certification is preferred.

For additional information about our benefits, please click here.
This job description is intended to describe the general nature and level of the work being performed by employees in the position. It is not intended to be a complete list of all responsibilities, duties, and skills for positions. The firm reserves the right at all times, in its sole discretion, to add or subtract duties and responsibilities, as it deems necessary.
WilmerHale is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.
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