About the position
As an AV Lab Technician, you will perform daily check-ins on all UX research labs to troubleshoot and maintain AV/IT technology and peripheral devices, ensuring seamless user experiences during live productions or research studies. You'll work closely with researchers to set up lab environments, manage devices, prepare broadcast elements, and organize digital libraries of assets. During studies you'll provide immediate, effective technical support to ensure uninterrupted sessions. Your responsibilities will also include asset management of test devices and field recording equipment, ensuring all hardware and digital content are well maintained. You’ll log and resolve lab-related issues using a ticketing system, provide detailed written reports, and communicate with researchers, stakeholders, and clients. Additionally, you’ll assist Program Managers with the setup of new labs, manage the distribution of tool licenses across hundreds of devices, and provide ongoing documentation, training, and support to UX Researchers and Program Managers to maintain consistent and efficient production workflows.
Responsibilities
- Perform daily check-ins on all UX research labs to troubleshoot and maintain AV/IT technology and peripheral devices.
- Collaborate with researchers to set up lab environments ahead of study sessions, including device management, broadcast preparation, and digital asset library coordination.
- Provide accurate, timely, and effective technical support to researchers during live studies.
- Manage asset inventory of test devices and field recording equipment.
- Utilize a ticketing system to log, track, and resolve technical issues.
- Support Program Managers in the construction and setup of new UX research labs.
- Manage the distribution and tracking of software tool licenses across hundreds of devices.
- Deliver ongoing technical support, documentation, and training to UX Researchers and Program Managers.
Requirements
- 3+ years of AV installation, operation, and troubleshooting experience.
- Demonstrated knowledge of AV cable types and connectors including RJ45/CAT5, BNC, XLR, and TRS.
- Proficient in configuring and managing audio/video processing systems and software such as Extron, StreamShark, and OBS.
- Able to make quick, informed decisions during live broadcasts.
- Experience with Android debugging and troubleshooting using Android Developer Tools.
- Comfortable working in both Mac and Windows environments.
- Skilled in troubleshooting iOS devices.
- Experience with video recording and streaming technologies, codecs, and best practices.
- Strong communication skills and a high level of customer service.
- Detail-oriented with the ability to juggle multiple high-stakes tasks and competing priorities.
- Bachelor’s Degree in Media Technology or a related field, or equivalent professional experience.
Nice-to-haves
- Experience or familiarity with user experience (UX) research, usability testing, and related methodologies.
- Experience with Virtual Reality (VR) and Augmented Reality (AR) technologies.
Benefits
- Diversity and inclusion commitment.
- Equal opportunity employer.
