What are the responsibilities and job description for the IT Support Specialist (Corporate AV & End-User Support) position at Byrna Technologies and Careers?
Company Overview
Want to make a difference? Work for a cause? Work with an intelligent, driven team and have opportunity to make an immediate impact and have access to all levels of technology on a global scale? Our team needs immediate help in Andover, MA with minimal travel included, to support our growing teams.
Position Overview
Job Title: IT Support Specialist (Corporate AV & End-User Support)
Location: Andover, MA
Position Type: Full-Time, Hybrid
About the Role
We are seeking a highly engaged, hands-on IT Support Specialist who thrives in a fast-paced, high-visibility corporate environment. This role extends beyond traditional helpdesk responsibilities and serves as a primary resource for executive support, complex AV and broadcast setups for nationwide media engagements, rapid onboarding of new hires, and end-to-end troubleshooting across a diverse technology stack. The ideal candidate remains composed under pressure, excels with demanding stakeholders, and takes full ownership of the employee technology experience.
Key Responsibilities
- Set up, operate, and troubleshoot advanced AV systems for high-profile events, including live news interviews, broadcasts, podcasts, and executive meetings.
- Support Crestron, Extron, Zoom Rooms, Microsoft Teams Rooms, Poly/Neat/Lenovo systems, PTZ cameras, digital signage, and wireless presentation technologies.
- Maintain AV readiness through preventive checks, firmware updates, cable management, and preparation of broadcast kits.
- Deliver white-glove onboarding, including laptop imaging/deployment (Intune, Autopilot, Jamf), account creation, software configuration, and in-person orientation.
- Provide Tier 1 and Tier 2 support across macOS, Windows, Office 365, Okta, Slack, Zoom, VPN, printers, and mobile devices.
- Offer deskside and remote support to employees and senior leaders, ensuring timely resolution and high customer satisfaction.
- Manage the full lifecycle of support tickets in Jira, ServiceNow, or similar platforms.
- Support basic network troubleshooting, including Wi-Fi issues, VLAN challenges, and switch/port diagnostics.
- Manage hardware inventory, asset tracking, and procurement coordination.
- Document processes, create user guides, and contribute to continuous improvement of IT services.
- Provide early-morning or after-hours support for media-driven events as needed (flexible or compensatory time provided).
Required Skills & Experience
- 3 years of corporate IT support experience in high-expectation environments (technology, consulting, finance, etc.).
- Expertise with modern AV and broadcast technologies (Crestron, Extron, Q-SYS, Biamp, and similar platforms).
- Strong proficiency with macOS, Windows, Intune, Jamf, Autopilot, Active Directory, and Azure AD.
- Exceptional troubleshooting skills and the ability to perform under pressure.
- Familiarity with Jira, ServiceNow, or Zendesk and ITIL-based processes.
- Ability to lift AV equipment, run cables, and assemble portable broadcast kits.
- Excellent communication skills and comfort working directly with non-technical executives.
- Strong prioritization skills, especially when multiple executive requests require immediate attention.
Nice-to-Have Qualifications
- Certifications: Crestron CTC/CVC, AVIXA CTS, CompTIA A /Network , Microsoft 365, ITIL Foundation.
- Basic scripting experience (PowerShell, Bash, or Python).
- Experience supporting studio environments, live broadcasts, or executive media engagements.
- Familiarity with Meraki networks, Cisco switches, or Palo Alto firewalls.
Success Indicators (First 90 Days)
- AV setups for media engagements consistently operate at 99 percent or higher reliability.
- Reduced ticket resolution time and improvements in service quality metrics.
- Executives and employees view you as a dependable, ownership-driven IT partner.
- 2 Years in IT Support or Operations
- Strong knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint, Intune).
- Experience with Windows and macOS troubleshooting and configuration.
- Basic networking knowledge (VLANs, firewalls, Wi-Fi).
- Understanding of security best practices, MFA, and device compliance.
- Strong understanding of Jira Service, Confluence, and similar ticketing and knowledge management systems
- Strong understanding of IT best practices
- Strong desire for continuous improvement
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- Willingness to learn
Salary : $70,000 - $85,000