AV/IT Systems Analyst

Description

The company is a licensed sports merchandise business that designs, makes, and sells officially licensed apparel, jerseys, headwear, and collectibles for leagues, teams, and events. It runs more than 900 e-commerce sites and sells across digital, in-venue, and retail channels in over 180 countries.

This is a full-time, on-site role in Redwood City, California, on the Support Technology team. The role supports internal users, mainly the executive leadership team (C-Suite), and also owns the technical side of the monthly company town halls and department-wide all-hands events.

The ideal candidate combines solid IT fundamentals with a calm, professional manner, clear communication, and hands-on live production experience. The role uses data, automation, and AI-driven insights.

Responsibilities

• Act as the main technical contact for the C-Suite, giving discreet, quick support on laptops, mobile devices, conferencing tools, and business applications.
• Build trusted working relationships with senior leaders, their assistants, and their teams, and give sound judgment under pressure.
• Anticipate executive needs and prepare technology ahead of meetings, presentations, travel, and high-visibility events.
• Keep executive conference rooms, video conferencing systems, and presentation equipment ready and rehearsed before key sessions.
• Deliver reliable, high-quality livestream and in-room experiences for remote and global staff at every town hall.
• Own the full technical production of monthly town halls and all-hands events, from planning and load-in through live running and teardown.
• Run full technical rehearsals and dry runs, and fix AV, streaming, and networking problems live without disrupting the audience.
• Diagnose and fix complex hardware, software, and network problems through root cause analysis, not fixed runbooks.
• Write and run PowerShell scripts to automate routine work, manage users in bulk, and collect system diagnostics.
• Investigate VPN, networking, mailbox, shared drive, and application access problems independently before escalating.
• Own each issue until it is resolved, and record interactions and resolution steps in the internal ticketing system.
• Document steps taken, findings, and root cause analysis whenever an issue is escalated.
• Work with other IT teams on process improvements and best practices, and train peers and users on basic IT procedures.
• Help the Service Desk with phone queue support when needed.
• Track emerging technology in IT and AV, and recommend equipment upgrades where they add value.
• Use AI and digital tools to improve efficiency, quality, and results, and adopt new tools and ways of working.

Requirements

• At least 5 years in a technical support role, ideally in a corporate setting, including direct support for executives or VIPs.
• Hands-on experience running live event AV, including audio mixing, stage lighting, multi-camera PTZ systems, video switching, video walls, and live streaming or broadcast platforms. This is a core requirement.
• Strong working knowledge of Windows and macOS, JAMF, Microsoft 365, Azure Active Directory, Microsoft Exchange Admin Center, and Microsoft Intune or Endpoint Manager, with hands-on Active Directory and Azure AD administration.
• Strong networking knowledge, including TCP/IP, DNS, DHCP, VPN, and troubleshooting, with attention to bandwidth and reliability for live streaming.
• Ability to write PowerShell scripts from scratch for user management, system diagnostics, and automation.
• Excellent communication and customer service skills, with discretion, professionalism, and confidentiality when supporting senior executives under pressure.
• Ability to work fully alone as the only support contact in the Redwood City office.
• Ability to lift up to 50 lbs, use ladders, and set up and tear down staging and production equipment.
• Ability to work flexible hours, including early mornings and evenings, around town halls and executive events.
• High school diploma or equivalent required. A bachelor's degree in Information Technology or a related field is preferred.
• Preferred: CompTIA A+, Network+, JAMF 100, MS-900, AZ-900, or MD-102 certifications.
• Strongly preferred: AVIXA CTS certification.

Conditions

Work is on-site in Redwood City, CA.

Base pay range is $100,000 - $125,000 USD. This covers base pay only and excludes short-term or long-term incentive pay. Final pay depends on factors such as location, experience, qualifications, and training.

The company is an equal opportunity employer.