Technology and Media Support Specialist I

As part of the Technology & Media Service Desk team, the Technology & Media Support Specialist I supports all aspects of Service Desk front line operations including incident management, request management, service level management, provision of Tier I technical support and the hiring, training, scheduling and supervision of student workers. Delivers quality service to Service Desk patrons for their computer and media problems, requests, questions or concerns. Supports on-campus media and audio visual equipment use, non-print circulation, scheduling and maintaining media rooms, assisting patrons, inventory control, preventative maintenance and minor repairs of media equipment. Performs other duties as assigned.

• Deliver, set up and support media and audio visual equipment for academic, administrative and community sponsored events, interfacing with facilities, catering services, other areas of ITS and Campus Safety as needed. Setups range from basic audio visual needs to more complex setups such as webinar, distance learning, audio and video conferencing activities, sound reinforcement and presentation systems (including personal response system technology).

• Provide Tier I technical support for campus-wide desktop hardware and software, laptops, peripherals, printers, phones and classroom technology. Escalate incidents to Tier II and Tier III support resources as appropriate.

• Oversee media equipment loan services: instruct users in hardware and software use as necessary, track loan equipment to ensure timely returns, inspect returned equipment for loss or damage and handle replacements and repairs.

• Monitor media classroom reservations and usage, assisting classroom users as needed.

• Manage main equipment storage room and remote storage units located throughout campus.

• Maintain media equipment: perform preventive maintenance; perform calibrations and adjustments; investigate equipment malfunctions and perform minor repairs; arrange major equipment repairs; transport equipment to repair site when needed; handle any recalls and/or equipment returns.

• Assemble, test and inventory all new media equipment. Maintain inventory records, updating for relocated or disposed equipment.

• Develop basic operating instruction guides for media equipment; update the ITS Knowledge Base as appropriate. Maintain equipment operation manuals and warranty files.

• Assist media users with media reference questions, online library catalog use and media circulation functions.

• Perform opening and closing procedures, including securing lower level of Library.

• Uphold all policies and procedures, judge propriety of all requests and handle patron concerns. Uphold copyright laws and maintain confidentiality of sensitive information.

• Provide Technology & Media Service Desk phone support to end users on an as-needed basis.

• All other duties as assigned

At a minimum, the position requires an Associate’s degree, certificate or equivalent media equipment and supervisory experience.

The Technology & Media Support Specialist I must demonstrate basic competency level and aptitude pertaining to each essential function outlined. In general, the individual should have at least 3 years’ directly relevant experience to qualify for this position; however, candidates with a proven knowledge base (for example, a recent Computer Science graduate) and strong aptitude for learning in a highly technical environment may be considered.

The following technology applications and skills are required to be used in this position (training will be provided for campus-specific applications):

• Altiris Deployment Console: Basic

• Active Directory: Basic

• Windows 7 and Windows 10: Intermediate

• MacOS X: Intermediate

• Microsoft Office Apps (all): Intermediate

• Ad Astra : Intermediate

• Other specialized software applications as required

The following skills and behavioral competencies are required to fully perform the essential tasks of this position:

• Strong, demonstrable analytical and technical aptitude with focus on identifying and alleviating the root cause of a problem; solves the whole problem

• Customer-focused: sees problems from the customer’s perspective

• Clear verbal and written communication skills

• Positive, proactive attitude

• Tolerance for ambiguity

• Ability to effectively manage time and prioritize tasks

Bachelor’s degree is preferred. 
Additional Certifications (ITIL, MCSE) a plus.

Assists the Technology & Media Service Desk Manager in supervising Technology & Media Service Desk part-time student assistants.

The position requires working primarily in an office or campus setting with moderate to light noise. Walking, lifting up to 60 lbs., working at a computer and some climbing will be required.

Must also be able to operate standard office equipment and electronic devices including, but not limited to:

• Desktop PC’s and laptops – various models

• Macs – Desktop and laptops – various models

• Printers – various models

• Multi-media devices, audio visual equipment and Smartboards

• Lecture Capture

• Video Conferencing equipment

• Standard office equipment (telephone, copier, fax machine, calculator, etc.)

• Server racking, power supplies etc.

• Network hubs and patch panels