First-level audio/visual and user support professional to meet the continual evolution of Hyflex technologies and processes in support of increased program and course delivery needs and capabilities. End User support experience in one or more areas within classroom technology and user support of information technology. Ability to work with other A/V team professionals to engage and support conference, webinar and meeting organizers and/or departmental teams through planning and practicing audio/visual conference scenarios; ensuring events are conducted with security best practices and accessibility for all participants.
(These examples do not include all possible responsibilities in this work, and do not limit the assignment of related responsibilities in any position of this class.)
70% HyFlex and General Classroom Technical Support
- Assembles, configures/programs, installs administers and maintains HyFlex classroom systems and equipment such as: Classroom Computers, Video Projections, Displays, Document Cameras, Video collaboration systems and applications.
- Installs, configures, administers, and maintains traditional classroom technology such as workstations, cabling and interfaces, and human interface devices
- Performs systems configurations and maintenance to ensure optimum performance and connectivity
- Modifies installation scripts, tests, and programs to meet defined requirements
- Continually trains IT student employees and IT staff in the operation and first-level troubleshooting of classroom systems and technology. On a semesterly basis, reviews above training materials,
- Reviews related Standard Operating Procedures in this area.
- Acts as a primary contact and escalation point for current classroom technology systems, including providing direct technical support to the organization’s internal users and visiting external customers/vendors. Often resolves issues escalated by the Service Center or other areas of support
- Executes test plans for systems upgrades, and assists senior-level engineers on the design and implementation of classroom technology systems
- Directly addresses issues of moderate difficulty that can be resolved through a combination of standard procedures, research, and creative problem solving
- Escalates issues of moderate to high complexity to A/V engineers
20% Audio/Visual Conference, Webinar and Meeting Support
- Works with others in the CSOM A/V team to engage and support conference, webinar and meeting organizers and/or departmental teams by planning and practicing audio/visual conference scenarios; ensuring events are conducted with security best practices and accessibility for all participants..
- Provides secondary support to on-premise and virtual conferences, webinars and meetings that require audio/visual elements and support.
- Researches, discovers and shares new and/or improved capabilities of Audio Visual components and applications with peers and Carlson consumers
- Regularly tests and evaluates system configurations and practices to ensure optimum performance and connectivity
10% Customer Service/Leadership/Teamwork/Communication
- Consults with customers and stakeholders to identify infrastructure system requirements and recommends technology, hardware and software, and installation plans
- Creates, reviews and updates formal written documentation for internal use by others in support areas
- Utilizes Service Center, IT student employees, and University ticketing system to implement and recommend process improvements, issue management, and resolutions
May serve as a lead and/or supervisor of student workers. Lead can include prioritizing and assigning work; training staff on work methods and procedures; responding to questions from lower-level staff and making recommendations regarding hiring, promotion, of staff.
Commitment to support the University’s goal of creating a positive and inclusive campus climate
A BA/BS degree in a field related to the position; or a combination of related education and work experience in the areas of AV/classroom technology installation, configuration, and support equal to four years.
Ability to work selected evenings and weekends; subject to semester course schedule. Work with your supervisor to determine additional coverage needs.
Experience with enhanced video conferencing components and systems such as 1Beyond camera systems, Shure microphones, desktop document cameras, portable devices and other related classroom technologies.
Able to lift up to 50 lbs and bend/crouch/crawl around furniture.
3+ years experience in Higher Education Environment, interacting and supporting the wide ranging technology use cases of faculty, academic support staff and students.
Experience with enterprise Information Technology Service Management (ITSM) systems; notably ticket management processes, reporting.
Demonstrated commitment to valuing and actively promoting diversity.
Strong interpersonal skills including the ability to exercise discretion, confidentiality, diplomacy, and good judgment in dealing with sensitive topics and varied issues
Ability to think calmly and rationally during a crisis, maintain poise and a professional demeanor under all circumstances.
Friendly presence and helpful attitude; excellent interpersonal skills and ability to work well with others at all levels of the organization.
Experience mentoring and working with student employees