Job Description

Posting Number

Position Title

Internal Position Title

Department

Position Type

Job Family

Job Summary

Required Qualification

• Bachelor’s Degree with six months of experience in a technology support role

• Associates Degree with one year of experience in an information technology role, at least 6 months of which were in a technology support role

• High School plus two years of experience in an information technology role, at least one year of which were in a technology support role.
• 1 or more years in AV installation or service.
• Use of basic hand tools
• Basic knowledge of PC and MAC audio and visual settings
• Effective verbal and written communication skills
• Ability to work effectively with a wide range of customers and a focus on diversity, equity, and inclusion
• Committed to keeping up-to-date with the ever-changing technology landscape.
• Reflect a positive, high-energy and professional demeanor
• Demonstrated ability to work well on and contribute to the high performance of a team
• Demonstrated ability to prioritize and deliver according to deadlines while handling multiple tasks, ability to exercise judgment, handle confidential information, and function with minimal supervision
• Demonstrated excellent organizational abilities and attention to detail
• Ability to explain technical concepts and procedures to non-technical users
• Ability to problem-solve, analyze information to make informed decisions and/or recommendations
• Applies principles of logical thinking to a wide range of intellectual and practical problems.
• Ability to travel between campuses as needed
• Proven ability to work effectively and constructively with persons of diverse cultures, language groups, and abilities; demonstrate sensitivity to and ability to work with the diverse academic, socioeconomic, cultural and ethnic backgrounds of community college students, faculty, and staff, including those with disabilities; establish and maintain effective working relationships with those contacted in the course of work.

Desired Qualifications

• Higher Education experience ideally in a community college setting
• Use of Crestron Toolbox, Extron PCS, Shure wireless workbench software
• An innate focus on students and their success
• Demonstrated ability to build and maintain strong relationships with internal and external stakeholders.
• Strong analytical skills.
• An interest in improving existing processes and procedures on a continual basis.
• Ability to manage projects as needed.
• Bilingual in Spanish and English

Posting Date

Closing Date

Pay Rate

Full-Time/Part-Time

Location

Total Hours per week

Work Schedule

Software Testing Required

Interview Process Requirements

EEO Statement

Summary of Essential Functions

• Coordinates and performs audio/visual support of live events, including sound enhancement and streaming, ensuring requirements are met.
• Provides technical support of the College’s digital signage system.
• Proactively ensures all audio/visual technology is fully operational so that classes and meetings have minimal issues.
• Develops and facilitates the preparation of technical and instructional user manuals, computer programs, and other training aids related to the proper use of audio/visual technology and systems.
• Consistently provides excellent customer service, displaying customer care best practices in support of students, faculty, staff, and other constituents.
• Acts as primary point of escalation from first level support to troubleshoot and resolve audio/visual issues at their root cause.
• Uses efficient and effective troubleshooting techniques to gather information, identify the core of the problem, and determine its root cause.
• Efficiently and effectively escalates issues after an appropriate time or when issues require further expertise.
• Identifies and leverages opportunities to improve the productivity of faculty and staff by providing just-in-time training on optimal operation of audio/video technology.
• Eagerly assists other Technology Support staff in resolving issues at their root cause.

• Accurately documents and maintains all support requests and efforts in the ticket management system.
• Ensures support tickets are appropriately transferred, escalated, and closed.
• Keeps customers updated on the status of their open incidents.
• Ensures that customers are satisfied upon ticket closure.

• Manages the audio/visual technology lifecycle including consulting on need; architecting, designing, programming and implementing room systems; evaluating, acquiring, inventorying, installing, and maintaining solutions; and uninstalling/decommissioning and disposal
• Communicates current activities, services, and functionality with students, faculty, and staff.
• Assists with special projects as assigned.
• Administers select audio/video-related systems as defined.
• Assists in assessing the need for new and/or additional technology.

• Maintains and shares subject matter expertise, staying current on industry trends and emerging technologies, identifying opportunities for further research, establishing and maintaining relationships with industry and professional colleagues, and attending conferences and seminars in order to recommend new solutions in service of student success and faculty and staff effectiveness and efficiency, while enhancing systems design, usage, security, performance, and availability.
• Develops an audio/visual technology roadmap, in collaboration with Manager, Media Services, which optimizes student learning outcomes.
• Assists with documenting and maintaining up-to-date, accurate, and helpful information the department’s knowledgebase
• Assists in the development and enforcement of audio/visual standards and acceptable use policies for students, faculty, and staff.
• Acts as an IT liaison between to faculty and staff to communicate changes, gather feedback, suggest improvements, and implement solutions.
• Models all institution and regulatory policies, procedures and standards.
• Utilizes self-appraisal to determine progress in meeting performance management system objectives and career goals.
• Proactively works with other members of the College to identify and implement key opportunities for operational improvements.
• Other duties as assigned

*Please mention you saw this ad on CommunityCollegeJobs.*

Apply Now