ClassTech Support Analyst

NC State University

Raleigh, Northern (NC, KY)

Hybrid

USD 57,000 - 70,000

Full time

2 days ago

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Job summary

NC State University’s ClassTech unit seeks an experienced AV technologist to support classroom and conference room technology across campus. You will diagnose and resolve hardware, software, and network issues, and coordinate with stakeholders to ensure reliable learning spaces.

The role requires hands-on AV installation, PC imaging, and effective training for faculty and staff, with supervision of up to 20 student technicians. This is an on-site position within the OIT/ClassTech team.

Qualifications

Experience installing and troubleshooting classroom or conference room AV systems.
Experience troubleshooting control systems and touch panels (Crestron, Extron, or AMX).
Desktop support experience with enterprise imaging tools and network configuration.

Responsibilities

Provide Tier 1 and Tier 2 support for classroom and conference room technology.
Install, configure, and maintain classroom AV systems and control systems.
Train faculty and staff on classroom and conference room technology.
Supervise and mentor up to 20 student technicians.

Skills

AV systems

Troubleshooting

Desktop support

Network issues

Communication

Education

Associate/Bachelor IT degree

Tools

Crestron

Extron

AMX

SCCM

KBox

Active Directory

Job description

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.

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.

Key Responsibilities

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.

All degrees must be received from appropriately accredited institutions.

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)