Help Desk and A/V Manager

The Help Desk and A/V Manager will report to the Director, Technology and Client Services at the College of Nursing and manage the help desk and audiovisual operations for the NYUCN Information Technology department. Manage day to day activities related to supervision of IT professionals, triaging customer service issues and liaising with System Administrators and Web Developers on highly technical issues. Resolve highly technical issues relating to Windows and MAC operating systems; identify client vs. server side issues; balance employee workload using service level metrics; demonstrate a working knowledge of audio visual systems. Manage audiovisual equipment or computer downtime and remotely manage technical issues as needed. Develop training programs and deliver training sessions and workshops related to audiovisual equipment in the College of Nursing classrooms and conference rooms.

Qualifications

Required Education:
Bachelor’s Degree in Management, Information Technology or related field.

Preferred Education:
Bachelor’s Degree in Management Information Technology and Project Management Advanced Education/Certificate.

Required Experience:
At least 3 years of relevant experience, including supervisory experience in a help desk and/or audiovisual environment solving highly technical issues, which should include some experience supervising or managing staff.

Preferred Experience:
5 years of relevant experience, including experience in a help desk and/or audiovisual environment solving highly technical issues and experience working with Systems Administrators and Web Developers to report issues and bugs identified by help desk/audiovisual staff in an educational environment.

Required Skills, Knowledge and Abilities:
Excellent organization and prioritization skills as well as strong communication and customer service skills. Able to effectively communicate with individuals at all levels (including non-technical users), create detailed computer/software procedures, establish detailed metrics for reporting, and adapt while troubleshooting highly technical issues independent of device or operating system. Must have knowledge of Crestron systems and advanced knowledge of Windows OS, Apple Mac OS X, and Microsoft Office products. Diverse experience in audiovisual equipment such as video cameras, microphones, projectors and lecture capture systems.

Preferred Skills, Knowledge and Abilities:
Ability to automate computer related issues with PowerShell, VBS and Apple Automator and ability to troubleshoot IOS, Android and Windows 8 mobile devices.

Additional Information

EOE/AA/Minorities/Females/Vet/Disabled/Sexual Orientation/Gender Identity