ClassTech Support Analyst

North Carolina State University; Raleigh (NC); On-site; USD 54,000 - 73,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

Flexible Spending Account

Retirement Programs

Disability Plans

Life Insurance

Accident Plan

Paid Time Off and Other Leave Programs

12 Holidays Each Year

Tuition and Academic Assistance

And so much more!

Job summary

North Carolina State University’s Office of Information Technology, Technology Support Services, seeks a ClassTech Support Analyst in Raleigh to provide Tier 1/2 support for classroom AV systems, projectors, and control systems.

You will image PCs, manage deployments with SCCM or KBox, conduct site surveys, train faculty, and supervise up to 20 student technicians, ensuring reliable operation of learning spaces.

Qualifications

• Associate's degree in Computer Science, Information Technology, or related discipline with two years of IT experience; or bachelor's degree with one year of experience in the IT field; or equivalent
• Experience installing and troubleshooting classroom AV systems and control systems (Crestron/Extron/AMX)
• Experience troubleshooting TCP/IP networking, Active Directory, and enterprise imaging tools
• Desktop support experience including imaging tools and network configuration

Responsibilities

• Provide Tier 1 and Tier 2 support for classroom and conference room technology, including projectors, video walls and other displays, AV processors and control systems (Crestron, Extron, AMX)
• 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
• 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 1/2 support

Crestron/Extron/AMX

Windows PC imaging

Active Directory

TCP/IP networking

Customer communication

Education

Associate's degree in CS/IT

Bachelor's degree in CS/IT

Tools

SCCM

KBox

ServiceNow

Job description

ClassTech Support Analyst

Salary: $63,654

Work Schedule: Monday-Friday, 8:00 AM - 5:00 PM

Job Location: Raleigh, NC

Department: Office of Information Technology, Technology Support Services

About the Department

ClassTech is a unit within the Office of Information Technology (OIT). ClassTech provides audio-visual technology design, integration, and support services to campus partners across a wide array of room and client types. The chief purpose of the Support Team is to support faculty and technology in learning spaces, support our various spaces under contract, manage the student worker team, and conduct the life cycle process.

Wolfpack Perks and Benefits

As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being. As you consider this opportunity, we encourage you to review our Employee Value Proposition and learn more about what makes NC State the best place to learn and work for everyone.

What we offer:

• Medical, Dental, and Vision
• Flexible Spending Account
• Retirement Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance
• And so much more!

Attain Work-life balance with our Childcare benefits, Wellness & Recreation Membership, and Wellness Programs that aim to build a thriving wolfpack community.

Disclaimer: Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status. Eligibility and Employer Sponsored Plans can be found within each of the links offered.

Essential Job Duties

Key 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.

Technical Support and Customer Service

• 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

Technology Deployment and Project Support

• 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

Training and Knowledge Management

• 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

Planning and Operational Support

• 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

Who Succeeds in This Role

This is not an entry-level AV position. Successful candidates arrive able to troubleshoot Crestron, Extron, or AMX control systems, image and manage Windows PCs with enterprise tools, and diagnose network and directory issues without supervision. If that describes you, we encourage you to apply.

Other Responsibilities

• Other duties as assigned.

Qualifications

Minimum Education and Experience

• 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.

Other Required Qualifications

• 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.
• Experience troubleshooting control systems and touch panels (Crestron, Extron, or AMX), including isolating faults across the signal path.
• Experience supporting cameras, visualizers, and content capture devices in instructional or meeting environments.
• Desktop support experience, including application support, enterprise imaging tools, and network configuration.
• Experience troubleshooting TCP/IP networking issues.
• Ability to independently diagnose and resolve non-routine technical problems.
• Ability to set priorities, manage time, and meet project deadlines.
• Ability to establish and maintain effective working relationships with faculty, staff, students, and coworkers.

Preferred Qualifications

• AVIXA CTS, Extron AV Associate, Crestron, or CompTIA A+ certification.
• Experience configuring or programming AV control systems using tools such as Crestron Toolbox or Extron Global Configurator.
• Enterprise desktop management experience with SCCM, KBox, or similar imaging and deployment tools, and Active Directory.
• Experience supporting classroom technology in a higher education setting, including lecture capture and Zoom Rooms.
• Experience supervising, training, or mentoring student employees or end users.

Required License(s) or Certification(s)

• AVIXA CTS

If not currently held, the employee will have 12-months to obtain this certification, with assistance from OIT/ClassTech.

Valid NC Driver's License required

Yes

Commercial Driver's License required

No

Position Details

Position Number: 00100311

Position Type: EPS/SAAO

Full Time Equivalent (FTE) (1.0 = 40 hours/week): 1.0

Appointment: 12 Month Recurring

Mandatory Designation - Adverse Weather: Mandatory - Adverse Weather

Mandatory Designation - Emergency Events: Non Mandatory - Emergency Event

Department ID: 513001 - Technology Support Services

EEO

NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-513-0574 to speak with a representative of the Office of Equal Opportunity.

If you have general questions about the application process, you may contact Human Resources at [phone] or [e-mail].

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

Visa & Work Authorization

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for current or future sponsorship.