Information Technology Technician

Coordinate and perform a variety of technology support functions for classroom instruction, academic videoconferencing, meetings and special events; set-up, operate, troubleshoot, and maintain media equipment and classroom technologies; provide computer and network troubleshooting and resolution for all problem requests received by classroom support services; install, configure, maintain, and troubleshoot end-user service requests; give training on use of hardware and software to customers and peers; and perform other duties as assigned.

Competitive benefits available hrs.wsu.edu/benefits

Technical Support – 65%
Responds to telephone calls, emails, web tickets, instant messaging, and in-person requests for academic classroom and videoconferencing technical support and resolves incidents. Follows up with customers after problems are resolved and periodically checks in with customers.

Troubleshoots and resolves hardware and software based videoconferencing systems and audiovisual problems; escalates complex issues to higher level experts; keeps customers apprised of support delays and expected time-to-resolution.

Transports and delivers IT equipment to locations throughout campus. Utilizes state owned vehicles on occasion.

Maintains timely and accurate records of all customer requests and internal projects using the workorder tracking and management software.

Serves as technician on project teams as required.

Instructional and Videoconference Support – 15%
Uses and supports control systems to connect videoconferenced courses and meetings; monitor classrooms, conference rooms, recordings, and events.

Uses distance delivery MCU, Bridge and endpoint software applications to manage and operate videoconferenced academic courses.

Uses technology management applications to monitor equipment status in classroom, conference rooms and other facilities.

Delivers, sets up, operates, and retrieves multimedia equipment and classroom technologies, such as laptops, laptop dongles, USB slide advancers, wireless microphones, sound systems, projectors, and portable lecterns.

Audiovisual Engineering – 10%
Installs and supports classroom hardware devices such as desktop computers, laptops, projectors, flat panel displays, videoconferencing endpoints, cameras, microphones, audio DSPs and mixers, AMX control systems; escalates complex issues to higher level experts

Performs preventative maintenance including projector lamp replacement, software/firmware updates, and dust removal.

Training and Orientation – 5%
Provides new faculty technology orientation. Instructs customers on effective use of software and equipment. Trains incoming support staff on technology.

Writes end-user and technical handouts, how-to, and FAQ.

Continually develops and enhances job-related knowledge and ability.

Other – 5%
Other duties as assigned.

Two years of experience in information technology related activities; OR equivalent education/experience.

Ability to occasionally work a flexible schedule, including evenings and weekends.

Demonstrated experience working in a technical help-desk setting and providing customer service.

Demonstrated outstanding communication and interpersonal skills.

Demonstrated ability to multi-task with great attention to detail.

Demonstrated ability to work in a team environment.

Possession of a valid driver’s license.

Working knowledge of Microsoft Windows and Apple OS X Operating Systems.

Demonstrated experience working with diverse populations.

Demonstrated experience providing customer service in academic videoconferencing and classroom audiovisual.