IT AV Support Specialist (Hybrid) at Merck in Boston, MA

IT AV Support Specialist (Hybrid) Location: USA - New Jersey - Rahway Job Description This role functions as an IT professional serving as an Audio-Visual (AV) and Conference Rooms Support Specialist with global scope. The position is responsible for the design, delivery, operation, and continuous improvement of AV and conference room services, ensuring a high-quality, customer-centric experience across locations. The Specialist acts as a single point of coordination between onsite IT teams, product teams, vendors, business stakeholders and end users, supporting both hands-on AV operations and service management activities aligned with global strategy. Responsibilities Design, deliver, manage, and continuously improve AV and conference room services supporting global business operations. Provide onsite and remote diagnosis, troubleshooting, resolution, and maintenance of AV technologies across global conference rooms. Own and document problem diagnosis, solution implementation, administration, and lifecycle maintenance of AV technologies. Define and support escalation models between Onsite IT Support teams and advanced AV expertise to ensure timely resolution. Act as a liaison between technical teams, business users, management, and vendors regarding service requests, usage standards, security, and compliance. Manage external AV suppliers, ensuring adherence to SLAs, KPIs, quality standards, and agreed service targets. Define, analyze, and report operational metrics and customer satisfaction indicators related to AV services. Manage operational relationships with suppliers, proactively identifying and resolving risks, issues, or conflicts. Ensure services are implemented and executed in line with company technical, security, and quality standards, with strong focus on continuous improvement. Align AV and Video Conferencing services with product lines, anchor services, and business capabilities. Collaborate with BTPs and related IT product teams to ensure integrated AV/VC service delivery. Contribute to global AV service strategy, documentation, standards, and knowledge management. Support high-visibility meetings and executive events, ensuring service readiness and rapid response. Maintain and govern AV standards, runbooks, and knowledge articles to drive consistency and efficiency. Participate in incident, problem, and change management processes related to AV services. Qualifications Education Minimum Requirement: High School Diploma required. Required: Minimum of 3 years of working experience in supporting AV systems in conference rooms or IT operations. Strong knowledge of end-user AV environments, including Microsoft Teams Rooms, WebEx Rooms, and related AV components. Solid understanding of IT service management principles, preferably ITIL or similar frameworks. Understanding and working knowledge of project management principles. Proficiency in ITIL or similar IT service management framework. Experience operating in matrix environment. Customer centricity as a core mindset, prioritizing user experience, satisfaction, and service quality in every interaction. Experience supporting hybrid workplace and collaboration technologies in global environments. Ability to translate technical topics into business-friendly language for non-technical stakeholders Preferred: Demonstrated ability to build and maintain effective partnerships with internal teams and external vendors. Proven influence and collaboration skills within cross-functional teams. Demonstrated influence in a team setting. Demonstrated emotional intelligence in a professional environment. Track record of execution excellence and operational discipline. Ability to act as a change catalyst in evolving service models. Proven influence and collaboration skills within cross-functional teams. Understanding of product-based operating models. Bachelor's Degree preferred MSJR #eligibleforerp Required Skills: Animal Vaccination, Audit Management, Business Process Improvements, Data Modeling, Governance Management, Information Systems Strategy, Information Technology (IT) Services, Information Technology (IT) Support, IT Operation, IT Service Management (ITSM), Operating Models, Project Management, Quality Assurance (QA), Quality Standards, Solution Implementation, Stakeholder Relationship Management, Supplier Relationship Management, Veterinary Medicine, Veterinary Pathology Preferred Skills: Current Employees apply HERE Current Contingent Workers apply HERE US and Puerto Rico Residents Only: Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process. As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.  As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights EEOC GINA Supplement​ We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other US State Acts U.S. Hybrid Work Model Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”. The salary range for this role is $87,300.00 - $137,400.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits.  Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits. You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting. San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance Search Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. Employee Status: Regular Relocation: No relocation VISA Sponsorship: No Travel Requirements: 10% Flexible Work Arrangements: Hybrid Shift: Not Indicated Valid Driving License: No Hazardous Material(s): N/A Job Posting End Date: 05/15/2026 *A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date. Additional Locations: USA - Massachusetts - Boston (MA Parcel B Laboratory), USA - Pennsylvania - West Point