University - Center for the Advancement of Teaching & Learning (CATL) --Information Technology Services Specialist III

Job Description Summary

Under general supervision, the Systems Administrator provides support for on-site and remote Emergency service for Central Classroom support. Troubleshoots problems live and can handle high-pressure environments. Install and maintain end-user devices for the Medical University of South Carolina. Assist senior team members in training faculty and staff and identify and resolve critical software and hardware AV/IT-related issues. Reports to senior staff and documents cases through ServiceNow. Maintain high professional standards and exhibit excellent customer service skills while performing assigned tasks. Use Basic to moderately complex knowledge of information or telecommunication network services and data communications. Moderately complex to complex knowledge of methods of information or telecommunication network design and equipment configuration requirements. Moderately complex to complex knowledge of office automation systems, information processing operations, fiber optics, micro/minicomputer hardware/software and multiplexers as they relate to the latest trends in voice and data networks connectivity. Moderately complex to complex knowledge of computer system analysis, design, testing, debugging and maintenance techniques. Ability to assist with present technical and non-technical reports in a clear and concise manner. Answer calls and respond to emails promptly. Create and triage tickets and requests in ServiceNow and escalate to appropriate team members as needed. Troubleshoot on-site software and AV-related hardware issues. Address and resolve emergency onsite issues and requests using remote support tools and live support within the classrooms. Assist senior staff or solo with lifecycle projects, maintenance, and repairs.

Entity

Medical University of South Carolina (MUSC - Univ)

Worker Type

Employee

Worker Sub-Type​

Classified

Cost Center

CC001359 ESL Center for the Advancement of Teaching and Learning (CATL)

Pay Rate Type

Hourly

Pay Grade

University-05

Pay Range

39,764.00 - 56,670.00 - 73,576.000

Scheduled Weekly Hours

40

Work Shift

Job Description

30% – IT Support & Customer Service

• Install, maintain, and troubleshoot workstations, printers, personal devices, and other IT equipment in CATL and supported areas.
• Provide responsive and professional support via phone, email, and ServiceNow for faculty, staff, and students.
• Resolve onsite and remote technical issues, including live classroom support.
• Assist faculty and students in the effective use of technology to support teaching and learning outcomes.

20% – Audio-Visual & VR Lab Support

• Maintain and support classroom and conference room AV systems.
• Collaborate with AV vendors on design specifications, schematics, installations, and monthly maintenance.
• Develop and manage refresh schedules for AV and classroom technology upgrades.
• Provide Tier 2 support for the Virtual Reality anatomy lab, including software updates, troubleshooting, and liaison duties with Toltech.

15% – Classroom PC Maintenance & Cybersecurity

• Install, image, update, and repair classroom and staff PCs.
• Conduct regular inspections and maintain systems using Deep Freeze Cloud (DFC).
• Serve as DFC Super Administrator, overseeing 62 classroom and meeting room PCs.
• Monitor system health, manage virus alerts, and ensure cybersecurity readiness.

15% – Classroom Technology Operations

• Support daily classroom technology operations, including setup, troubleshooting, and event support.
• Provide remote and onsite assistance for classroom and EISL IT issues.
• Contribute to lifecycle projects, maintenance, and repairs independently or with senior staff.

10% – Project Management & Ticketing

• Lead assigned projects, manage timelines, and communicate progress to stakeholders.
• Create, triage, and resolve ServiceNow tickets; escalate when necessary.

5% – Collaboration & Cross-Team Support

• Build and maintain relationships with IS and other educational technology teams.
• Ensure hardware and software readiness for student events, exams, and classroom activities.
• Coordinate external support when internal resolution is not possible.

5% – Other Duties

• Perform additional responsibilities as assigned.

Additional Job Description

Minimum Requirements: A high school diploma and two years experience in office automation systems, data communications systems design, installation, operation, repai