Audio Visual / Information Technology Technician

Audio Visual / Information Technology Technician Location: Saint Louis Zoo – Forest Park Campus and WildCare Park (WCP) Position Summary: The Audio Visual / Information Technology (AV/IT) Technician provides frontline technical support for both the Saint Louis Zoo's Forest Park campus and WildCare Park. This hybrid role is responsible for supporting end-user technology, audiovisual systems, digital guest experiences, point-of-sale systems, network-connected devices, and technology used for daily operations and special events. Working in a dynamic environment that welcomes millions of guests annually, the AV/IT Technician delivers exceptional customer service while ensuring technology remains reliable for staff, volunteers, guests, educational programs, conservation efforts, and revenue-generating events. This position requires flexibility to support weekends, evenings, holidays, and special events. Essential Responsibilities Information Technology Support Provide first- and second-level technical support for desktop computers, laptops, tablets, printers, mobile devices, and peripherals. Install, configure, troubleshoot, and maintain Windows workstations and Microsoft 365 applications. Support ticketing, admissions, retail, restaurant, membership, and administrative technology. Deploy and maintain endpoint devices using enterprise management tools. Troubleshoot network connectivity issues including wired, wireless, and VPN access. Install software, perform hardware replacements, and maintain technology inventory. Assist with user onboarding, equipment deployment, and account provisioning. Escalate complex technical issues while documenting work performed in the IT service management system. Participate in preventative maintenance and technology lifecycle replacements. Audio Visual Support Support conference rooms, meeting spaces, digital classrooms, exhibit technology, and presentation systems. Set up and operate audiovisual equipment for meetings, executive presentations, educational programs, weddings, corporate events, donor functions, and public events. Troubleshoot projectors, displays, microphones, sound systems, video conferencing equipment, digital signage, and control systems. Assist with live event production including audio mixing, video playback, livestreams, and lighting support. Perform preventative maintenance on AV equipment and coordinate repairs. Support immersive guest technology and multimedia experiences Assist with installation of new AV systems and technology upgrades. Shared Responsibilities Deliver outstanding customer service to staff, volunteers, vendors, and guests. Respond to service requests within established service level objectives. Participate in rotating on-call, evening, weekend, and event support schedules. Maintain accurate documentation of systems, procedures, and technical issues. Follow cybersecurity, data privacy, and PCI compliance standards. Coordinate with Facilities, Guest Experience, Education, Security, Retail, Events, and other departments. Assist during emergency response, business continuity, and disaster recovery activities. Recommend process improvements and technology enhancements. Required Qualifications Two or more years of experience supporting IT systems, AV systems, or both. Strong troubleshooting and customer service skills. Experience supporting Microsoft Windows and Microsoft 365. Familiarity with computer hardware, mobile devices, printers, and peripherals. Knowledge of audiovisual systems including displays, projectors, microphones, speakers, and video conferencing. Ability to lift up to 50 pounds and work on ladders when installing equipment. Valid driver's license with the ability to travel between Zoo campuses. All successful candidates for this position will be required to undergo a criminal background check. Preferred Qualifications Experience supporting: Active Directory / Entra ID Digital signage platforms POS systems Wireless networking Q-SYS, BrightSign, or similar AV control systems Experience supporting live events and attractions. Knowledge, Skills & Abilities Excellent customer service and communication skills. Ability to prioritize multiple requests in a fast-paced environment. Strong analytical and troubleshooting abilities. Ability to work independently and collaboratively. Professional demeanor Comfortable learning emerging technologies and adapting to changing operational needs. Commitment to operational excellence, continuous improvement, and technology reliability. Working Conditions: This position works in a variety of indoor and outdoor environments across both Zoo campuses. Work may include offices, conference rooms, classrooms, restaurants, retail locations, animal support facilities, event venues, and public guest areas. Evening, weekend, holiday, and special event support is regularly required. The role involves walking throughout large campuses, lifting equipment, climbing ladders, and working in varying weather conditions.