Service/Support Technician

About the Job:

The Service/Support Technician provides technical support and contracted services to Summit's existing customers, ensuring Summit-installed AVL systems operate reliably and effectively. This role delivers high-quality support through centralized systems while performing service work that maintains, restores, and improves customer systems. The Service/Support Technician works under the direction of the Service/Support Lead and serves as a hands-on technical resource for both Support and Services, focusing on execution, documentation, and customer interaction, while learning Summit standards, systems, and service models. All essential functions must be performed without endangering the health and or safety of the individual or others.

Definitions:

Support: Post-install warranty support, including providing remote diagnostics and troubleshooting for installed systems, assisting clients with manufacturer warranty coordination, and addressing issues related to Summit's installation workmanship during the warranty period.

Service(s): Contracted offerings that provide proactive, ongoing, or expanded assistance beyond included Support, such as maintenance plans, system calibration, upgrades, and on-site services.

About Us:

At Summit Integrated, we pride ourselves on delivering top-notch services and solutions to our clients for over 20 years. We are a Colorado-based full service, purpose-driven, Audio Video Lighting integrator with an extensive national reach in the House of Worship industry. Our church audio, video, and lighting systems are powerful, yet user-friendly, and equip our clients with the right industry tools and training to take their worship experiences to the next level. We value providing a rewarding employee atmosphere of working as a team towards shared goals and rewards, and we are looking for individuals who embody our core values of: People First, Driven by Excellence, Be Humble-Stay Humble, Integrity Speaks Louder than Words, Generosity without Limits, Don't Forget to Have Fun.

Responsibilities:

• Customer Support- Responds to customer support requests through centralized channels, including support phone, support email, and helpdesk system. Troubleshoots and resolved technical issues related to Summit-installed AVL systems, escalating complex or ambiguous issues to the Service/Support Lead as needed. Assists with workmanship warranty repairs when issues are determined to be covered under Summit warranties or Summit Care plans.
• Internal IT Support- Provides frontline IT support for Summit staff, including troubleshooting hardware and software issues on Macs, iPads, and Windows PCs, supporting in-office, remote, and traveling staff. Assists with IT asset tracking and software subscription maintenance, escalating complex issues to the Service/Support Lead as needed.
• Customer Experience & Escalation- Upholds elite customer experience standards for responsiveness, professionalism, and clarity across all support interactions, and follows established escalation paths to internal teams, manufacturers, or the Service/Support Lead as appropriate.
• Service Scope & Delivery- Exercises judgment to distinguish Support from Services within defined scope boundaries, validates Summit-installed systems, and performs contracted service work such as preventative maintenance, system calibration, upgrades, and approved on-site services.
• Staff Technology Support- Assists staff with hardware, software, and device issues. Maintains accurate records of IT assets and helps ensure software subscriptions are up to date. Escalates complex IT issues to the Service/Support Lead as needed.

Systems, Processes & Documentation:

• Logging & Documentation- Accurately logs all support and service activity in the helpdesk system, including troubleshooting steps, resolution details, and outcomes to support reporting, auditing, and team collaboration.
• Knowledge Contribution- Follows documented procedures and contributes feedback to improve troubleshooting guides and knowledge base articles.

Skills and Abilities:

• Ability to function in a high-paced and, at times, high-stress environment.
• Excellent verbal and written communication skills.
• Displays empathy, intuition, and good judgment.
• Dependable and organized, able to work independently while maintaining focus and attention to detail.
• Strong ability to problem solve.

Job Requirements:

• Bachelor's degree in a relevant field such as AVL Technology, Information Technology or related field. Equivalent work experience may be considered in place of formal education requirements.
• Preferred: Certifications or courses in AVL technology, audio/video equipment, network systems, and system integration.
• OSHA 10 Certification
• Maintains driver's license in good standing with DMV and the ability to be insured under Summit's insurance policy.
• 5+ years of experience in an AVL technical role, ideally within the House of Worship AVL industry. Experience in system implementation & operation. Technical Experience with industry-standard tools for designing and configuring AVL systems. On-Site Experience with installation or commissioning of projects.
• Preferred: 5+ years of experience in technical roles, with at least 5 years in a church staff or similar role, 2+ years in design. Experience with advanced AVL systems, including design, implementation, and troubleshooting. Expertise in both technical and business aspects of solutions, including balancing client needs with organizational goals (e.g., cost, timeline, scope).

This position has the following mental capabilities and cognitive requirements:

• Able to read, write, spell and communicate effectively in English, ensuring clear and concise documentation and communication. 
• Advance math skills. 
• Basic reporting skills. 
• Dependable and organized, able to work independently while maintaining focus and attention to detail. 
• Strong ability to problem solve multitask numerous activities/projects and handle unexpected situations with calm and good judgment.

Working Conditions:

• Long periods of sitting/standing at a desk. 
• Ability to lift or otherwise move moderate weight (such as a box of paper). 
• Hand movement, including repetitive motions, grasping, holding, finger dexterity, and rotation of the wrist. 
• Reading and writing. 
• Near visual acuity and color differentiation. 
• When traveling, this position may also require frequently standing for 5+ hours, bending and twisting at the neck and waist, reaching forward and above the head, crouching, squatting, stooping, and kneeling. 
• Climbing and working 6+ feet off the ground. 
• Must be able to lift and carry to the shoulder or otherwise move 75/90 pounds regularly/occasionally. 
• This position requires the ability to travel to various locations, including out of state.
• This position is commonly exposed to inside work, fluorescent lights, concrete floors, computer monitors and screens. 
• When working on a job site, this position must be able to wear personal protective gear most of the day. 
• This position is frequently exposed to loud work areas, exposure to dust, working at 6+ feet from the ground, confined spaces and uneven terrain.

Work Location: In person, at our headquarters in Colorado. But requires the ability to travel to various locations, including out of state.

Job Type: Full-time

Salary: Starting at $60,000.00 - $80,000.00 per year, based on experience

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Full-time- Minimum 40hrs per week
• Travel may be required up to 20-30% of the time, with travel days and hours subject to fluctuation based on project demands. 
• Availability for work is required seven days per week, from Monday through Sunday. 

This role is responsible for the planning, coverage, and outcomes of on-call rotations and weekend support. As part of that responsibility, the Service/Support Lead may directly participate in on-call and weekend support as needed.

Core Business Hours:

• Monday–Friday 8am-5pm MT

Supplemental Pay Types:

• Bonus opportunities

Join our team and contribute to Summit Integrated's commitment to service. Take the next step in your career by applying now!