Technology Support Technician

Graduation from high school and one year of experience in the field of technology related to the position’s role. Coursework in computer or information technology may be substituted year for year for the required experience.

Degrees must be received from appropriately accredited institutions.

Special Note: This is a generalized representation of positions in this class and is not intended to reflect essential functions per ADA. Examples of competencies are typical of the majority of positions, but may not be applicable to all positions.

The Technology Support Technician will research, design, specify and support audio-visual and personal computer classroom equipment to meet the educational mission of Appalachian State University.

Responsibilities include:

• Lead a team of student employees to assist with the support and maintenance, repair, installation, testing and monitoring of university-wide instructional computer systems and audiovisual equipment in support of instructional programs, and university special events.

• Manage the distribution of audiovisual equipment university-wide and maintains an accurate inventory of equipment, supplies, software, parts, and tools.

• Assist with multimedia classroom design, control systems, installations, upgrades, and maintenance.

• Assists with the selection, installation, integration, maintenance and upgrade of multimedia classroom computers, software, peripheral equipment, and audiovisual equipment.

• Receive, log and track all calls from users related to problems and questions

• Install new and/or update classroom technologies.

• Test configurations for incorporation into standards

• Respond to user requests for hardware or software assistance and help troubleshoot and solve problems

• Inventory computer equipment and maintains computerized inventory system; assists with maintaining classroom supplies

• Develops documentation for the purpose of carrying out core assignments and assisting users with identifying or solving problems

• Troubleshoot a wide range of classroom problems

• Perform regular maintenance functions to assure maximum performance and reliability

• Perform software reloads and upgrades for desktop computer systems

• Develop, enhance and maintain documentation for the classroom support team.

• Develop and provide training for student employees

• Schedule maintenance and repair activities

• Keep current on trends, developments, innovations, and equipment, used in classroom systems

• Substantial working knowledge as demonstrated by an understanding and use of the principles, theories, and practices pertinent to area of responsibility.

• Ability to demonstrate initiative in solving problems associated with projects and daily work.

• Proficiency in Mac and PC computing is essential to this position.

• Strong working knowledge of audio and video setups and operations.

• Ability to work independently and with teams.

• Excellent communication skills are required to consult with clients and higher-level technicians and analysts to resolve technical problems and ensure client satisfaction.

• Prefer experience working with A/V systems in an academic environment, especially with experience with Extron control systems and A/V switching.

Monday – Friday, 10:00 a.m. – 7:00 p.m. 
Some nights and weekends may be necessary, depending on workload and special occasions.

Climbing. Ascending/descending ladders, stairs, scaffolding, ramps and the like, using feet, legs, hands and/or arms. Body agility is emphasized. Important if the amount and kind of climbing required exceeds that required for ordinary locomotion., Balancing. Maintaining equilibrium to prevent falling while walking, standing or crouching on narrow, slippery, or moving surfaces. Important if the amount of balancing exceeds that required for ordinary locomotion and maintenance of equilibrium., Stooping. Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles. , Kneeling. Bending legs at knee to come to a rest on knee or knees., Crouching. Bending the body downward and forward by bending leg and spine., Reaching. Extending hand(s) and arm(s) in any direction., Standing. Particularly for sustained periods of time., Pushing. Using upper extremities to press against something with steady force in order to thrust forward, downward or outward., Pulling. Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion., Lifting with or without reasonable accommodations. Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles., Fingering. Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling., Grasping. Applying pressure to an object with the fingers and palm., Feeling. Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips., Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly., Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound., Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.

Technical Knowledge: Exhibits working knowledge as demonstrated by an understanding and use of the general principles, theories and practices pertinent to area of responsibility.

Technical Support: Independently resolves routine and some non-routine problems through standard troubleshooting procedures. Performs routine diagnostics on assigned software and/or hardware according to standard operating procedures.