Classroom Technology Support Specialist

Located in Cambridge, Massachusetts, Lesley University is highly regarded for its graduate and undergraduate programs in education, the arts, and applied social sciences. Lesley fosters a highly creative environment in which innovative ideas thrive, theory is integrated with practice and its 7,000 students and 87,000 alumni are empowered to improve and enrich communities.

We offer a competitive benefits package that includes health, dental, life, and long-term-disability insurance. In addition, we offer generous amounts of vacation and holiday time, as well as a tuition remission policy that enables employees to expand their knowledge and skills.

Information on the Department: 

Lesley University's Information Technology is committed to providing reliable and secure services, inventive resolutions, and excellent support to the Lesley community. Our commitment and technology resources enrich the experiences of Lesley students, faculty, and staff on a daily basis.

The Technology Support Services Division of IT is the first line of support for all technology related issues, concerns or questions. This division is responsible for support services, the University switchboard, desktop/laptop deployment, maintenance and repair, classroom equipment management and overall technology asset management.

Job Description:

This position will provide advanced technical support for Lesley University's classroom technology; inclusive of computer labs, classroom instructor workstations, print system, audio/visual equipment, and other facilities featuring audio and video conferencing and projection systems.  A successful candidate will have the necessary skills to investigate, test, recommend, and integrate new technologies for university use.  Additional responsibilities include providing training for classroom technology and dedicated event technology support.  A major component of this position will require the individual to deploy new equipment or software in learning and meeting spaces on a regular maintenance schedule.

Essential Functions: 

• Perform troubleshooting, maintenance and basic repairs of computer labs, classroom instructor workstations, printers, A/V equipment in classrooms and large venue areas. Recommends replacement and upgrades to equipment and software as necessary.
• Configure and deploy software to workstations using industry standard open-source or enterprise solutions.
• Provide technical support for classroom printers, printer servers, and pay-for-print system.
• Log service requests, document troubleshooting steps, and problem resolution details in ticket system.
• Contribute knowledgebase articles as appropriate.
• Monitor and support operation of video and audio conferencing systems.
• Monitor and track classroom technology assets.
• Assist faculty, staff, and students over the phone and in person with classroom technology.
• Guide users to communicate critical information in a meaningful way, responding to user anxiety with calmness, sensitivity and respect, remaining focused on resolving user needs first.
• Collaborate with departments such as the Library, eLearning and Instructional Support, and Academic Computing to provide consultation to members of Lesley community, evaluating articulated needs and recommending solutions in line with best practices and university-wide technology systems and resources.
• Research equipment and work with vendors to develop recommendations and specifications for the University.
• Serve as a resource and consultant to the University community regarding classroom technology information as it relates to an academic setting.
• Provide technical support for digital signage server, clients, and displays.
• In collaboration with the Classroom Technology Manager, write documentation for technology that is used in the classrooms, labs, and large venue areas such as the Amphitheater, Washburn Auditorium, and Marran Theater.
• Provide classroom technology training to technicians, student employees, and other University departments responsible for academic technology.
• Provide support on other technology needs for Lesley's community as needed.
• Conduct all interactions with colleagues, end-users, and vendors courteously and respectfully.
• Provide dedicated technology support for events such as speaking engagements, performances, etc.
• Flexible schedule required for evening and weekend support as needed.
• Performs other duties as required.

Requirements:

• Associates degree in related field or 1 year of equivalent professional experience.
• One year of experience supporting computer lab workstations and print management.
• Experience using a ticketing system.
• Experience in instructional media and educational technologies.
• Must have experience using both MacOS and Windows-based devices.
• Outstanding customer service orientation and ability to communicate clearly and effectively to end-users with a wide range of technological skill levels.
• Superior troubleshooting skills, initiative, follow-through, and ability to work as a team member in a fast-paced, service-oriented office are essential.
• Must have a valid driver's license in good standing.
• Must be authorized to work in the United States; if you hold a visa, your visa status must allow you to work at Lesley University.

Preferred Qualifications:

• Experience supporting users in an academic environment.

Additional Information:

Salary Grade 24N: $46,439 - $55,263

Background checks are required for all positions.

Lesley University is an Affirmative Action/Equal Opportunity Employer, and is committed to increasing the diversity of the university community and the curriculum. Candidates who believe they can contribute to this goal are encouraged to apply.

Application Instructions:

A cover letter, CV/resume, and contact information for three references must be included for full consideration.

Applications will be reviewed upon the establishment of an appropriate pool of candidates.