Campus AV Systems Technician & Team Lead

North Carolina State University; United States; On-site; USD 57,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

Flexible Spending Account

Retirement Programs

Disability Plans

Life Insurance

Paid Time Off and Other Leave Programs

12 Holidays Each Year

Tuition and Academic Assistance

Childcare benefits

Wellness & Recreation Membership

Wellness Programs

Job summary

NC State University is seeking a ClassTech Support Analyst to provide Tier 1 and Tier 2 support for classroom and conference room technology across campus. You will troubleshoot AV systems, projectors, displays, and control systems while coordinating with campus partners and vendors to resolve issues.

You will install and maintain classroom AV and PC imaging using SCCM/KBox, mentor up to 20 student technicians, and contribute to knowledge bases and training for faculty and staff.

Qualifications

• Associate’s degree in Computer Science, Information Technology, or related discipline and two years of experience in the information technology field related to the area of assignment; or bachelor’s degree and one year of experience in the information technology field related to the area of assignment; or bachelor’s degree in Computer Science, Information Technology, or related discipline; or an equivalent combination of training and experience.
• All degrees must be received from appropriately accredited institutions.
• Experience installing and troubleshooting classroom or conference room AV systems, including projectors, video walls and other display technologies, AV processors, AV bridges, audio amplifiers, and microphones.

Responsibilities

• Provide Tier 1 and Tier 2 support for classroom and conference room technology, including projectors, video walls and other displays, AV processors and bridges, touch panels and control systems (Crestron, Extron, AMX ), computers, visualizers, cameras, content capture devices, audio amplifiers, and microphones.
• Independently diagnose and resolve routine and non-routine hardware, software, operating system, Active Directory, and TCP /IP issues, documenting incidents and resolutions in ServiceNow
• Communicate technical information clearly to users with limited technical background, and coordinate with campus partners and vendors on complex issues
• Install, configure, and maintain classroom AV systems and control systems, including isolating faults across the signal path
• Image, deploy, and manage classroom PCs using enterprise tools such as SCCM or KBox
• Conduct site surveys, verify system functionality after installations and upgrades, and complete implementations during scheduled maintenance windows following change management processes
• Develop and maintain technical documentation in internal and public knowledge bases
• Train faculty and staff on classroom and conference room technology
• Supervise and mentor up to 20 part-time student technicians in desktop support, AV support, and customer service
• Own all classroom technology in an assigned zone, prioritizing incidents, directing student technician work, and reporting weekly to management on issues and improvements
• Collaborate with Tier 3 support, ClassTech leadership, and campus partners on service improvements and ongoing projects

Skills

Tier 1 support

Tier 2 support

Customer service

Windows PC management

Documentation

Education

Associate’s degree in Computer Science / IT or related

Bachelor’s degree in related discipline

Tools

Crestron

Extron

AMX

SCCM

KBox

Active Directory

ServiceNow

Job description

NC State University is seeking a ClassTech Support Analyst to provide Tier 1 and Tier 2 support for classroom and conference room technology across campus. You will troubleshoot AV systems, projectors, displays, and control systems while coordinating with campus partners and vendors to resolve issues.

You will install and maintain classroom AV and PC imaging using SCCM/KBox, mentor up to 20 student technicians, and contribute to knowledge bases and training for faculty and staff.