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Job Requirements of Desktop Support Engineer:
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Employment Type:
Full-Time
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Location:
San Francisco, CA (Onsite)
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Desktop Support Engineer
Job Title: A/V Operations Technician
Location: 2 Folsom, San Francisco California (94105)
Duration: 12 Months (with possible extension)
Start Date: Targeting Mar 2026
Pay Rate: $47.96/hr. on W2
Benefits: Medical, Dental, Vision.
Department: Global Technology Services (GTS) / A/V Operations
Position Summary
The A/V Operations Technician ensures the delivery of reliable, high-quality audio-visual services across conference rooms and enterprise Zoom environments. This role is a hybrid of traditional A/V support and modern IT operations, focusing on incident response, system maintenance, and software packaging/deployment for Zoom clients on Windows and macOS. You will serve as the vital link between A/V Operations, Engineering, and broader IT teams.
Key Responsibilities
1. Conferencing & Room Operations
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Provide daily support for conference rooms, studios, Zoom Rooms, and collaboration tech.
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Troubleshoot hardware components including DSPs, CPUs, cameras, microphones, and displays.
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Conduct fleet-wide "room certification " and readiness checks to ensure zero-downtime for business meetings.
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Execute preventative maintenance (PMs), firmware updates, and DSP tuning.
2. Software Packaging & Deployment (Zoom)
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Package, test, and validate Zoom client deployments for Windows (MSI/EXE) and macOS (.pkg/.dmg).
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Manage deployment configurations, including SSO parameters, auto-update flags, and MDM controls.
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Partner with End User Engineering (EUE) to push updates via Intune, Jamf, or SCCM.
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Evaluate new Zoom patches and features for compatibility before enterprise-wide release.
3. Incident Management & Service Excellence
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Manage the A/V ticketing queue via ServiceNow or Jira with strict adherence to SLAs.
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Maintain high "ticket hygiene ": detailed root-cause analysis and resolution notes.
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Identify recurring technical patterns to suggest long-term system improvements.
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Provide weekly metrics on system health and incident trends to the Senior A/V Operations Engineer.
4. Installations & Lifecycle Management
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Assist with small-to-medium installations: rack work, cabling, labeling, patching, and QA testing.
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Manage equipment refresh cycles, decommissions, and asset inventory.
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Create and maintain SOPs, wiring diagrams, and Knowledge Base articles.
Qualifications
Required Experience
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Professional Background: 35 years in corporate A/V support or a related technical IT field.
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Technical Expertise: Hands-on experience with Zoom/Teams Rooms, DSPs, and control systems.
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OS Mastery: Deep troubleshooting knowledge of Zoom applications on both Windows and macOS.
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Deployment Tools: Practical experience using enterprise tools like Intune, Jamf, or SCCM.
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Fundamentals: Strong grasp of A/V signal flow, acoustic principles, and IP networking.
Preferred Skills
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Automation: Ability to run PowerShell commands or use Python/Lua (for Q-SYS).
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Advanced Production: Experience with broadcast tech, encoders, NDI/SRT workflows, or Zoom Admin APIs.
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Interpersonal: Excellent communication skills and a "customer-first " service mentality.
Cross-Functional Collaboration
This role doesn't live in a silo. You will regularly partner with:
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Engineering: To validate firmware and roll out new room designs.
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Networking: To ensure stable connectivity for A/V endpoints.
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Workplace Experience: To support high-profile events and executive meetings.