Equipment Loan and A/V Support Specialist

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Overview

Oversee the management and support of teaching, learning, faculty, and staff computing environments, including hardware, software, troubleshooting, and backup support for classroom and exhibition A/V technology. Monitors and manages School of Art computers through JAMF, including software deployment, edit and tests scripts for automation of updates, and system maintenance. Serves as a subject matter expert in digital technology, providing support for computers, networks, operating systems, printers, IT security, servers, cellular and desk phones, projectors, and displays.

Installs and maintains computer lab hardware and serves as the primary liaison to Yale ITS for enterprise software management, licensing, and technical issue resolution. Evaluates, tests, recommends, and implements hardware, software, systems, and technology solutions. Conducts research and applies best practices in computer management and automation while collaborating with faculty and students to assess technology needs.

Provides end-user support, consultation, and troubleshooting; manages servers as a co-queue manager to support ticket workflows; responds to routine and emergency service requests; and assists with employee onboarding and offboarding. Manages vendor relationships, service contracts, technology purchasing, and inventory. Partners with the Director of Digital Technology on budget planning and the multi-year acquisition and implementation of technology resources.

Develops user training resources and documentation, ensures compliance with University required security and technology policies, and supervises student workers.

Required Skills and Abilities
1. Proven experience in a fast-paced, customer-focused AV environment.
2. Experience working with video conferencing, webcasting, and course capture technologies such as Zoom, Skype, Panopto, and Microsoft Teams.
3. Excellent customer service skills with the ability to learn and adapt to new technologies.
4. Ability to multitask and handle multiple AV needs concurrently across various locations.
5. Strong problem-solving and troubleshooting skills, with a willingness to learn new skills to meet evolving media technology needs.

Preferred Skills and Abilities
1. Experience providing support for AV equipment, including Mac and PC laptops using software like PowerPoint, Keynote, and Zoom, with experience providing technical support in a teaching and learning environment
2. Basic operational understanding of AV distribution and switching devices.
3. Certifications or knowledge-based certificates from AVIXA, Extron, Q-SYS, Audinate/Dante, or similar manufacturers.
4. Intermediate proficiency with Windows OS, macOS, and Microsoft Office applications such as PowerPoint, Word, and Excel.
5. CTS (Certified Technology Specialist) certification. with experience JAMF computer management environment.

Principal Responsibilities

1. Provides basic instruction and assistance for faculty, students and professional staff in the use of audio-visual equipment. 2. Executes audio-visual service requests for classroom and event support. 3. Provides front-line technical support services, including the set-up, operation and troubleshooting of audio-visual equipment. 4. Provides operational support and maintenance of audio-visual equipment, which includes but is not limited to digital projectors, plasma screens, computers, public address systems, audio recorders, audio mixers, amplifiers, DVD/VHS players, document cameras, 16mm film projectors, slide projectors, microphones, projection screens, control systems and video switchers. 5. Provides daily support services for assigned classroom zone (approximately 35 classrooms) and serves as the initial point of contact for reporting and resolving problems in these classrooms. 6. Escalates support issues within Media Services to ensure timely solutions. 7. Documents service requests and problem reports for departmental databases. 8. Maintains equipment inventory for assigned classroom zone including records of maintenance and repair. 9. Tests and maintains audio-visual rental equipment. 10. Performs scheduled preventative maintenance, cleaning and repair of audio-visual equipment. 11. Performs component level replacement as needed. 12. Maintains appropriate inventory of supplies and equipment in assigned distributed storage facilities 13. May perform other duties as assigned. Required Education and Experience