Specialist, Technology Support

#RPM

The technology support specialist performs installation, maintenance and repair of the college’s computers, servers, printers and scanners. S/he will install/maintain/support/operate audiovisual equipment such as projectors, document cameras, speakers and other peripheral equipment. This position will support all campus locations. S/he will be installing lab replacements, imaging classroom lab computers, and performing other projects as needed. S/he installs hardware and software in academic labs and in faculty and staff offices. S/he performs routine troubleshooting and problem resolution, both on-site and over the phone. The technology support specialist works with faculty and staff to help them decide on hardware and software needs. S/he prepares reports, maintenance records, and inventory paperwork. S/he performs other duties as assigned.

• Troubleshoots computer problems.

• Prepares maintenance records and inventory paperwork.

• Provides service desk queue management.

• Updates the Service Delivery Manager on hardware/software issues.

• Demonstrates proficiency in the operation of personal computers, printers, scanners and digital cameras.

• Operates audiovisual equipment for college and community events. Receives requests and coordinates setup for events. manages sound, coordinates live streaming, and operates video during events as needed.

• Maintains, troubleshoots and repairs AV equipment for faculty and staff and/or oversees the repair of equipment by outside vendors.

• Supports Instructional requirements and provides technical support during peak registration periods.

• Performs routine equipment maintenance and scheduled repairs.

• Assists with server software installs, imaging, setup of users, and set up of printers and computers for network access.

• Installs software from network or individually on computers.

• Answers ITS calls to the service desk and provides technical support as needed. 

• Changes passwords and helps with login requests for employees and students.

• Determines first-tier and second-tier requests and when and to whom to escalate calls that cannont be handled at the first-tier level of support. 

• Relocates computers as needed (fofice and labs).

• Works with vendors on warranty issues and problem resolution.

• Knowledgeable in the operation of audiovisual equipment.

• Assists supervisor in the room design and the writing of bids for audio-visual installations.

• Trains faculty and staff in the use of audiovisual equipment and solves operational problems.

• Configures/installs/assists in the replacement of labs and imaging of labs for classes.

• Demonstrates and models the College’s employability skills: adaptability, communication, information processing, problem solving, responsibility and teamwork.

• Balancing daily challenges with automating/documenting procedures.

• Managing ongoing projects and high priority daily break/fix issues.

• Managing service requests with insufficient information.

• Unplanned interruptions of service.

• Providing technical support to multiple campus locations.

• Volume of service requests during busy periods.

• Conflicting priorities of departments across campus.

• Daily: Conference Center Director, Conference Center Team Members and Conference Center Clientele

• Daily: Service Delivery Manager for assignments and priorities.

• Daily: End users about status of their service requests.

• Weekly: Events Scheduler about upcoming events needing Audio Visual and technical support.

• Associates degree in information technology (computer science, computer information systems, programming or other related field) from a regionally accredited post-secondary institution.

• Bachelor’s degree in information technology (computer science, computer information systems, programming or other related field) from a regionally accredited post-secondary institution.

Certifications:

• CompTIA A+ or an industry standard related certification.

• One year of experience in a technical support related field with AAS degree. Or 7+ years of experience. 

• Proficient in email, MS Office, virus protection software and other common college software applications.

• 3 years of experience in a technical support related field.

• Experience with Bomgar and SCCM solutions.

• Experience with Enterprise Service Desk software.

• Experience with Multi-Function Network Printing solution.

• Demonstrated knowledge in supporting a Windows, Mac, and Apple IOS.

• Demonstrated knowledge of PC configuration and repair.

• Demonstrated knowledge in operating audiovisual equipment.

• Demonstrated knowledge in current versions of Windows Operating System and Apple IOS.

• Demonstrated knowledge in computer configuration and repair.

• Ability to install, configure, and repair printers.

• Ability to analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals.

• Strong organization and problem solving skills.

• Excellent customer service skills and ability to professionally interact with clients with the intent of a positive guest experience

• Maintain business professional attire and grooming standards

• Ability to stay calm in tense situations

• Ability to communicate clearly (verbally and written) with a variety of diverse clientele  

• Ability to work irregular, long and overtime hours, whether on your feet or sitting

• Responsible for providing oversight and technical support for conference center events/functions. At all times, the incumbent should be on-site when an event is taking place. At times as required, incumbent will remain inside the meeting room to provide support for the duration of the program. 

• Set-up and strike audio visual equipment for events

• Assist client/s upon arrival with setting up presentations and coach on proper microphone use as needed; assist with any other client needs to smoothly kick off the event or function, providing excellent customer service throughout the duration of the client’s meeting  

• Regulating volume levels and sound quality during recording sessions and live events/functions

• Change the set-up of lights during events

• Setting up and operating playback equipment to include recording, mixing voices and music for events.

• Set up, operate and troubleshoot audio and video conferencing using multiple platforms

• Program sound and light boards as needed, resolve problems, perform minor repairs and routine cleaning of audio and video equipment

• Mix and regulate sound and video inputs / feeds or coordinate audio feeds with video pictures

• Manage, operate and troubleshoot sound, projection and lighting equipment problems during events

• Participates in client site visits or calls to discuss AV needs for events. Makes recommendations on equipment and processes to event planners on staff and clients.

• Participates in weekly events meetings to discuss upcoming events and Audio Visual details. Arranges for secondary technical support for events as needed based on business levels discussed in weekly meetings.

• Creates both digital and paper directional signage utilizing client logo; sets up signage each day in preparation for the next event

• Inspect, maintain and repair, the lighting, sound and support equipment

• Compress, digitize, and store audio/video data

• Recommend/specify new equipment for sound and lights systems for event spaces

• Streamline existing processes and implement new processes or systems to support growing business needs or client expectations.

• Assist in the design solutions for event spaces.

• Demonstrated working knowledge of theatre stage lighting, rigging, carpentry, and electrical safety

• Ability to mix concert monitor and front house audio

• Position may require hours that are outside of the normal schedule which may be adjusted to meet the needs of the department.

• Must have a valid driver’s license.

The following (compliance) training is required and must be completed within the first 30 days of hire with annual refresher training thereafter: 

• Ethics

• Safety/Shooter on Campus

• Personal Information Protection Training (PIP)

• Anti-Discrimination/Harassment & Title IX

• Other training may be required as determined applicable.

• Physical Activity: Long periods of standing and or walking

• Environmental Hazard(s): <15%

• Lifting: 20<→50lbs.