Lead AV Technician
Coraopolis, Pennsylvania
At DICK'S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.
If you are ready to make a difference as part of the world's greatest sports team, apply to join our team today!
OVERVIEW:
Job Duties and Responsibilities
End‑User Support & Incident Response (Lead Level)
Act as the final technical escalation within L2 for all A/V incidents; own rapid triage and stabilization for executive spaces, studios, town‑hall venues, and board‑level meetings.
Perform systemic diagnosis across endpoints, control processors, DSPs, AV‑over‑IP paths, and collaboration platforms (e.g., Teams/Zoom), validating fixes against standards and initiating follow‑on engineering actions when design defects are suspected.
Serve as the incident commander for major A/V disruptions, coordinating Tech I/II/Senior resources, vendor engagement, and stakeholder communications until service is restored.
Daily Room Checks & Proactive Monitoring
Define the enterprise readiness criteria for critical rooms; supervise execution of daily/weekly health checks and interpret telemetry to anticipate failures (firmware drift, recurring peripherals, network‑adjacent symptoms).
Establish proactive remediation plans (firmware baselines, device model swaps, configuration hardening) and track closure through the ITSM system.
Meeting & Event Support
Serve as technical director for high‑visibility events (executive town halls, leadership events livestreams), running rehearsals, codifying runbooks, and ensuring redundancy (backup encoders/decoders, spare mics, failover laptops, alternate paths).
Delegate and oversee Tech I/II/Senior roles for load‑in, live support, and strike; maintain a live issue log and decision log throughout the event.
System Configuration & Advanced Technical Tasks
Responsible for final configuration and acceptance of room systems: deploy/validate control programs (e.g., Crestron/QSC), tune DSP presets, confirm codec/room profiles, and verify AV‑over‑IP performance under real workload.
Approve as‑built documentation (diagrams, rack elevations, cable schedules) and enforce alignment to enterprise reference designs.
ITSM, Documentation & Process Alignment
Serve as process owner for A/V incident, request, and change workflows: define categorization, CI mapping, standard changes, rollback plans, and approval criteria.
Author/approve gold‑standard knowledge articles and quick‑start guides; enforce documentation quality through peer review and periodic audits.
Project Participation & Implementation Leadership
Lead multi‑room refresh initiatives and complex upgrades: pilot validation, device qualification, rollout playbooks, cutover orchestration, acceptance testing, and punch‑list management.
Partner with Workplace/Networking/Security to align A/V designs with LAN/Wi‑Fi, QoS, and security control expectations; sign off on enterprise fit.
Vendor & Cross‑Team Coordination
Act as the primary technical liaison with vendors and service partners: shape SOWs, define QA gates, direct on‑site technicians, validate deliverables, and drive remediation when gaps appear.
Coordinate with internal teams (Workplace Services, Platform Engineering, Security) to ensure A/V deployments meet enterprise standards and supportability.
Team Collaboration, Training & Skill Development
Lead the enablement program for Tech I/II/Senior roles: publish curricula, run labs (signal‑flow tracing, DSP tuning, control programming basics), and certify competencies; maintain a skills matrix for coverage planning.
Provide structured coaching and feedback, reinforcing operational discipline, documentation quality, and customer experience standards.
Process Ownership & Governance
Own A/V standards and governance (reference designs, device baselines, naming/labeling, change models, documentation conventions); conduct periodic audits and publish corrective actions.
Define and maintain reference room technology stacks; evaluate emerging platforms against enterprise criteria (reliability, security, manageability, user experience) and steer adoption plans.
Roadmap, Budget & Capacity Input
Provide data‑driven recommendations for lifecycle replacement, capacity expansion, and refresh prioritization; contribute technical input to budget planning and investment cases.
Vendor & Contract Technical Authority
Influence vendor selection (RFI/RFP technical requirements), negotiate acceptance criteria, and approve as‑built deliverables, direct RMAs and chronic defect remediation plans.
Training & Certification Program Owner
Set training paths and certification targets (e.g., AVIXA CTS/CTS‑I/CTS‑D), track completion, and ensure role readiness across the job family.
Metrics, SLOs & Quality Management
Define service quality metrics (room readiness %, incident MTTR, event success rate), establish SLOs/SLAs with stakeholders, and run quarterly performance reviews with improvement backlogs.
Security & Compliance Alignment
Partner with Security/Networking to ensure hardening standards (credential management, firmware currency, network segmentation) and compliance with enterprise policies for devices and content.
QUALIFICATIONS:
Bachelor's Degree in a technical field
5-7 years experience
Teams
Zoom
Crestron
Extron
Poly
AVIXA CTS, CTD-s, CTS-I Certifications
Supporting Corporate Events
Supporting Executive-Level meetings
Ability to work onsite and travel between locations as needed.
Occasional lifting and moving of A/V equipment may be required.
Availability to work flexible hours, including after-hours or weekends, to support events as needed.
VIRTUAL REQUIREMENTS:
At DICK'S, we thrive on innovation and authenticity. That said, to protect the integrity and security of our hiring process, we ask that candidates do not use AI tools (like ChatGPT or others) during interviews or assessments.
To ensure a smooth and secure experience, please note the following:
Cameras must be on during all virtual interviews.
AI tools are not permitted to be used by the candidate during any part of the interview process.
Offers are contingent upon a satisfactory background check which may include ID verification.
If you have any questions or need accommodations, we're here to help. Thanks for helping us keep the process fair and secure for everyone!
