Information Technology - Classroom and Event Support Specialist

Position Title: Classroom and Event Support Specialist

Department: Information Technology

Employment Status: Full Time

FLSA Status: NON-EXEMPT

 

Organizational Relationship: Reports to Director of User Services

JOB PURPOSE: Wagner College is currently searching for a Classroom and Event Support Specialist to join the Information Technology Department. The Classroom and Event Support Specialist is responsible for the support of the College's audio/visual needs. These needs include supporting and troubleshooting classroom technology, facilitating and fulfilling A/V setup requests for events on campus, live streaming, and digital signage. Other duties may include support for daily Help Desk operations. This role reports to the Director of User Services.

 

Summary of Essential Functions:

• Coordinates and performs audio/visual support of live events, including setting up projectors, screens, speakers, cameras, streaming, ensuring all requirements are met.
• Assists in the technology needs during college events such as Commencement, Guest Speakers, Board of Trustee Meetings, etc.
• Proactively ensures all audio/visual technology is maintained and operational so that classes and meetings are running optimally.
• Acts as primary point of escalation from first level support to troubleshoot and resolve audio/visual issues.
• Uses efficient and effective troubleshooting techniques to gather information, identify the core of the problem, and determine its root cause.
• Consistently provides excellent customer service, displaying customer care best practices in support of students, faculty, staff, and other constituents.
• Identifies and leverages opportunities to improve the productivity of faculty and staff by providing training on optimal operation of audio/video technology.
• Develops and facilitates the preparation of technical and instructional user manuals and other training aids related to the proper use of audio/visual technology and systems.
• Manages the audio/visual technology lifecycle.
• Supervise and utilize Tier 1 student workers for any A/V maintenance and event needs.
• Assists with special projects as assigned.
• Assists in assessing the need for new and/or additional technology.
• Accurately documents and maintains all support requests and efforts in the ticket management system.
• Ensures support tickets are appropriately transferred, escalated, and closed.
• Keeps customers updated on the status of their open incidents and ensure they are satisfied upon completion.
• Other duties assigned by the Director of User Services.

Qualifications:

• Bachelor’s degree or equivalent combination of education and experience.
• 2+ years audio visual experience including but not limited to Higher Education
• Crestron Control experience preferred
• Customer support experience in an A/V 
• Effective verbal and written communication skills
• Ability to work effectively with a wide range of customers and a focus on diversity, equity, and inclusion
• Demonstrated excellent organizational abilities and attention to detail
• Ability to explain technical concepts and procedures to non-technical users
• Ability to multi-task, problem-solve, analyze information to make informed decisions and/or recommendations

Special Considerations: 

• Flexible work schedule whereas hours may need to be adjusted for supporting special events on nights and weekends
• Physical demands of being able to lift/move up to 60 pounds

Wagner College, founded in 1883, seamlessly blends professional programs with a liberal arts grounding for a comprehensive, experiential-forward education that fosters well-rounded, adaptable graduates. The college’s verdant residential campus offers a traditional college experience on New York City’s Staten Island.

Wagner prides itself on robust student support services, including personalized academic advising, comprehensive career counseling, and a wide array of wellness programs. Students are prepared not only for professional success but also for meaningful lives through the faculty’s dedication to promoting scholarship, achievement, leadership and citizenship.

Wagner College offers a generous benefit package that includes medical, dental, vision, pension and paid time off benefits to all full-time employees. The Wagner College Office of Human Resources partners with all members of the College community to cultivate a work environment that