Classroom Tech Support - Intermediate

The Highlights: Under general direction is responsible for support of technology-enhanced teaching spaces, ensuring optimal availability at all times. Reviews all ServiceNow incidents and ensures that all incidents are processed in a timely manner and that all emergency incidents are responded to are within the assigned Service Level Agreements (SLA).    Hires, trains, supervises and coordinates the employment of student support technicians.   Develops and maintains productive working relationships with colleagues, end users, and the vendor community to assure continuous information flow regarding new technologies, systems and services applicable to ongoing provisioning of communications services at the University.  The Audio Visual Technology Support Specialist technical expertise spans many areas of instructional technical support including a high degree of knowledge in the areas of electronics, telecommunications, networking, audio/video equipment, computer hardware/software and mobile devices.   The person in this position must demonstrate a high level of people skills in dealing with faculty, staff, students, vendors, contractors, and public. The position requires a attention to detail, organization and ability to multi-task on a daily basis.
 

What You'll Do:

• Provides level 2 technical support and assistance to faculty on all classroom technology infrastructure (PC/MAC hardware/software, peripherals, audio/visual equipment, mobile devices, and network connectivity) within the assigned Service Level Agreement (SLA).   Resolves all high priority tickets as quickly as possible with minimal disruption to class time.   Leads team in determining best resolutions when problems occur.  Coordinates faculty trainings when needed with the Center for Teaching and Learning. If needed schedules one on one appointments for training on classroom equipment, and assistance utilizing technology during class time.    
• Installs, maintains, troubleshoots, or modifies instructional computer systems (PC/MAC) and audio/visual equipment in support of instructional programs and university special events.  Coordinates regular spot-checks of all classroom audio/visual set-ups with instrument repair to ensure equipment is maintained in optimum working order at all times. Maintains accurate inventory of all classroom computers, audio/visual equipment, parts, records of equipment repair and related maintenance, replacement cycle and planning.  Works with and assists the Audiovisual Engineer Architects on AV design and AV conference rooms and classroom installations.  
• Hires, trains, supervises and disciplines a staff of student support technicians who work 6 days a week (days and evenings). Provides training of new staff, coaching on procedures and troubleshooting issues of basic through advanced technical complexity.  Creates and maintains documentation on all facets of job responsibilities performed by student employees and self. 
• Keeps abreast of innovations in campus and classroom technologies.   Assists AV Engineers with the selection, installation, integration, and upgrade of classroom audio/visual equipment. 
• Hires, trains, supervises and disciplines numerous student workers.  Does not oversee any full-time staff.  
• Recommends budgetary needs to the Associate Director-Operational Technology Support for inclusion in the total Information Services budget.
   

What You'll Need:

• Bachelor's degree in Computer Science or related field OR 2-3 years relevant experience.
• 1 or more years of experience with end-user support.
• 1 or more years of audio-visual experience. Can recommend, install and integrate audio-visual systems in new or existing environments.   
• Preferred Requirements:
  • One or more years supervisory experience.
• A+ Certification or equivalent experience.
• Apple Certified Macintosh Technician Certification or equivalent experience.
• Ability to pass vendor repair and support certifications.
• Knowledge of a variety of audio visual equipment.
• Must be able to troubleshoot PC/MAC hardware and software technical problems of medium to high complexity. Needs the skill to determine causes of operating errors and deciding what to do about it.  
• Experience in the repair and maintenance of a variety of electromechanical and computer equipment and software; audio/visual systems, equipment and peripherals; PC and MAC hardware and software.
• Intermediate knowledge of mobile devices and wireless technology.
• Working knowledge of wired and wireless network connectivity.
• Excellent analytical and problem solving skills.  
• Ability to troubleshoot effectively, including non-standard applications that may be in use.
• Advanced knowledge of Microsoft Office Suite.
• Must be able