Job Description

Job Summary/Basic Function:
To provide a broad range of services in support of university-wide, large-scale deployment of over 1700 publicly available workstations, classroom IT/AV systems, and conference room systems, in various locations, on and off campus, within and outside normal business hours. To assist faculty, staff, students, and visitors with computing needs while acting as a resource to the entire organization in the area of public computing, IT/AV systems, and technology support.
Minimum Qualifications
Education and Experience Requirements:
Bachelor’s Degree in Computer Science, Information Systems or related field plus one year of relevant experience; OR
Associate’s degree or comparable college credit in Computer Science, Information Systems or related field and two years relevant experience; and at least two years customer service experience. Related experience can include experience gained through internship/externship and/or student employment.
Excellent customer service and communication skills; ability to use reason, discretion and diplomacy in resolving difficult situations.
Knowledge of personal computer applications.
Knowledge of OS and software deployment technology.
Ability to work independently and in a team.
Knowledge of IT/AV systems installation and problem solving.
Ability to use good judgment, initiative, and creativity to resolve non-routine problems.
Willingness to take on challenges to build skill-sets and expertise.
Must be professional and dependable at all times.
Preferred Qualifications
A+ Certification
Apple Certification
Extron Certification
Essential Functions and percent of time:
45% Classroom and Computer Lab Support:
Install, maintain, troubleshoot, and repair IT/AV equipment. High level of customer service and appropriate support protocol in response to A1 Priority classroom calls and daily routine pursuits. Utilize resources and communication tools for effective response strategies by quickly and correctly evaluating and determining order of priorities and resolution requirements. Follow up with clear and concise communication and documentation.

30% Hardware:
Hardware: Participate in the integration of over 50 unique software packages into the existing deployment. Perform field testing to ensure successful integration and functionality between peripheral equipment. Support public kiosks, printers, and open lab spaces. Address conference room equipment, as needed. Track and maintain proper equipment inventory.

15% Software:
Support senior staff in installing, distributing, and maintaining core operating systems, applications, and specialized departmental software in a public computing environment. Assist with building images, deploying images, specialized software, OS standards, and multi-casting.

5% Research and Analysis:
Research and analysis of current trends and new developments in higher education instructional applications, equipment, and innovations. Attend conferences, workshops, training, etc. Spend time reviewing applicable web resources and networking with colleagues to increase skills and knowledge.