IT Desktop/AV Support Specialist
University of Pennsylvania
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Descrizione del lavoro
University of Pennsylvania is seeking an IT Desktop/AV Support Specialist to provide advanced technical support and consultation for HireIT clients, deploying and maintaining audio/visual systems across Penn locations. The role combines AV technology expertise with hands-on IT support for computing hardware, software, and network services.
The Senior IT/AV Specialist will engage with clients to understand needs, advise on planning and use of AV solutions, and support high-profile events in
Competenze
- Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience is required.
- Excellent interpersonal and communication skills, both oral and written; ability to present technical materials.
- Strong customer service orientation and has worked with various customers and colleagues, delivering exemplary technical support.
- Ability to work independently and as part of a team.
- Proficiency in compiling a Bill of Materials, Scope of Work, and compiling Requests for Proposals.
- Technical knowledge operating in software and/or web UI pages (QSYS Designer, Dante Controller, Logitech Sync, Mersive Solstice).
- Core understanding of audio signal flow, gain structure, and EQ.
- Experience with configuration of QSC control systems.
- Q-SYS Designer Level 1 Certification (Q-SYS Level 2 Preferred)
- Dante Level 1 Certification (Dante Level 2 preferred)
- Experience with Windows/Mac Support
Mansioni
- Consultation and Recommendations: Analyzes functional requirements and advises users in the planning, selection, implementation, and use of audio/visual solutions to address business requirements and provides leadership in selection, testing, and evaluation of new audio/visual technologies.
- A/V Client Support: Provides remote and on-site troubleshooting of audio/visual systems, including digital signage hardware. Manage software and firmware updates of existing audio/visual systems.
- A/V Event Support: Provide technical support for audio/visual (AV) equipment, special events, and meetings in person, virtually, or in a hybrid setup. Offer one-on-one and timely training on AV systems operation.
- Client Support Intake: Engage daily with clients of different technical backgrounds, offering high-quality support and consultation via HireIT intake channels (phone, email, ticket management system) and through desk side support at multiple campus locations.
- Relationship Management: Establish and maintain relationships with clients, including client relationship management and communication to inform them of changes and updates.
- Project Participation and Management: Assume ongoing responsibility for designated services and complete additional project work as assigned. Keeps inventory and deployment logs, project status milestones, and accurate configuration files uploaded in relevant systems.
- Client Support: Provide hands-on technical support and assistance to clients in various campus locations. Diagnose and resolve technical problems with computing hardware, software, and network services.
- Education and Training: Engage in ongoing learning about new technology, business processes, and professional development.
- Other duties and responsibilities as assigned.
Conoscenze
Formazione
Strumenti
Descrizione del lavoro
The University of Pennsylvania, the largest private employer inPhiladelphia, is a world-renowned leader in education, research,and innovation. This historic, Ivy League school consistently ranksamong the top 10 universities in the annual U.S. News & WorldReport survey. Penn has 12 highly-regarded schools that provideopportunities for undergraduate, graduate and continuing education,all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been rankednationally on many occasions with the most recent award from Forbeswho named Penn one of America's Best Large Employers in 2023.
IT Desktop/AV Support Specialist
Information Technology Support Specialist Senior
The Senior IT/AV Support Specialist is responsible for providingadvanced technical support and consultation for all HireIT clients.The role combines expertise in supporting and deployingaudio/visual systems across HireIT-supported environments.
This role serves as a primary point of contact for understandingclient needs, analyzing functional requirements, and advisingcustomers on the planning, selection, implementation, and use ofaudio/video solutions that support business requirements. Theposition requires specialized expertise in selecting, testing, andevaluating new audio/visual technology, as well as managing andmaintaining supported spaces. It is also client-facing and includessupport for high-profile events in HireIT AV spaces, includingPerry World House, the Kleinman Center for Energy Policy, and thePresident's Meeting and Guest House.
In addition, this role supports the broader HireIT team byproviding general IT assistance to clients across campus locations.Responsibilities include hands-on technical support,troubleshooting issues with computing hardware, software, andnetwork services, maintaining working knowledge of client hardwareand applications, and contributing to the knowledge base,documentation, and client communications. The position may alsorequire occasional coverage during evenings, weekends, andrecognized University holidays.
The position plays a key role in maintaining A/V servicecontinuity, improving client support, and advancing HireIT'sability to effectively manage a growing A/V and ITenvironment.
- Consultation and Recommendations: Analyzes functionalrequirements and advises users in the planning, selection,implementation, and use of audio/visual solutions to addressbusiness requirements and provides leadership in selection,testing, and evaluation of new audio/visual technologies
- A/V Client Support: Provides remote and on-sitetroubleshooting of audio/visual systems, including digital signagehardware. Manage software and firmware updates of existingaudio/visual systems
- A/V Event Support: Provide technical support foraudio/visual (AV) equipment, special events, and meetings inperson, virtually, or in a hybrid setup. Offer one-on-one andtimely training on AV systems operation.
- Client Support Intake: Engage daily with clients ofdifferent technical backgrounds, offering high-quality support andconsultation via HireIT intake channels (phone, email, ticketmanagement system) and through desk side support at multiple campuslocations.
- Relationship Management: Establish and maintainrelationships with clients, including client relationshipmanagement and communication to inform them of changes and updates.Keep clients informed about Penn computing policies, standards, andrecommended practices. Maintain an understanding of client officefunctions and needs. Engage and manage relationships with A/Vintegrators and vendors.
- Project Participation and Management: Assume ongoingresponsibility for designated services and complete additionalproject work as assigned. Keeps inventory and deployment logs,project status milestones, and accurate configuration filesuploaded in relevant systems.
- Client Support: Provide hands-on technical support andassistance to clients in various campus locations. Diagnose andresolve technical problems with computing hardware, software, andnetwork services. Maintain support level knowledge of clienthardware and applications. Contribute to knowledge base,documentation, and client communications. May include occasionalcoverage for evenings, weekends, and recognized Universityholidays.
- Education and Training: Engage in ongoing learning aboutnew technology, business processes, and professionaldevelopment.
- Other duties and responsibilities as assigned.
- Bachelor of Science and 2 to 3 years of experience orequivalent combination of education and experience isrequired.
- Excellent interpersonal and communication skills, both oral andwritten; ability to present technical materials.
- Strong customer service orientation and has worked with variouscustomers and colleagues, delivering exemplary technicalsupport.
- Ability to work independently and as part of a team.
- Proficiency in compiling a Bill of Materials, Scope of Work,and compiling Requests for Proposals.
- Technical knowledge and experience operating in software and/orweb UI pages (QSYS Designer, Dante Controller, Logitech Sync,Mersive Solstice).
- Core understanding of audio signal flow, gain structure, andEQ.
- Experience with configuration of QSC control systems.
- Q-SYS Designer Level 1 Certification (Q-SYS Level 2Preferred)
- Dante Level 1 Certification (Dante Level 2 preferred)
- Experience with Windows/Mac Support
Philadelphia, Pennsylvania
Information Systems & Computing (ISC) is the University ofPennsylvania's central IT organization, providing the core network,data, voice, video, and enterprise application infrastructure andservices upon which Penn's numerous Schools and Centers build theirunique tools and capabilities.
ISC's 300-plus employees work closely with the University's ITorganizations in order to create, deliver and support products andservices that help Schools and Centers operate efficiently andeffectively. We strive to be easy to work with, and to serve as atrusted advisor to Penn's IT community, faculty, staff and studentsin support of an environment of discovery and progress.
ISC's focus on customer service and the high-quality,cost-effective, reliable implementation of modern IT solutionsadvances the mission of the University, as well as that of eachindividual School and Center. At Penn, technological freedom anddepartmental autonomy represent dearly held core values. ISCsupports those ideas by providing foundational services and cogentcounsel, empowering individuals and departments to employ theirdistinct strengths in support of their goals.
Learn more about us by visiting: https://www.isc.upenn.edu/about or www.linkedin.com/company/penn-information-systems-computing/.
Information Systems and Computing
$71,733.00 - $85,000.00 Annual Rate
Salary offers are made based on the candidate's qualifications,experience, skills, and education as they directly relate to therequirements of the position, and in alignment with salary rangesbased on external market data for the job's level. Internalorganization and peer data at Penn are also considered.
The University of Pennsylvania is an equal opportunity employer.Candidates are considered for employment without regard to race,color, sex, sexual orientation, religion, creed, national origin(including shared ancestry or ethnic characteristics), citizenshipstatus, age, disability, veteran status or any class protectedunder applicable federal, state or local law.
Background checks may be required after a conditional job offer ismade. Consideration of the background check will be tailored to therequirements of the job.
- Health, Life, and Flexible Spending Accounts: Pennoffers comprehensive medical, prescription, behavioral health,dental, vision, and life insurance benefits to protect you and yourfamily's health and welfare. You can also use flexible spendingaccounts to pay for eligible health care and dependent careexpenses with pre-tax dollars.
- Tuition: Take advantage of Penn's exceptional tuitionbenefits. You, your spouse, and your dependent children can gettuition assistance here at Penn. Your dependent children are alsoeligible for tuition assistance at other institutions.
- Retirement: Penn offers generous retirement plans tohelp you save for your future. Penn's Basic, Matching, andSupplemental retirement plans allow you to save for retirement on apre-tax or Roth basis. Choose from a wide variety of investmentoptions through TIAA and Vanguard.
- Time Away from Work: Penn provides you with asubstantial amount of time away from work during the course of theyear. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family-whatever your personal needs may be.
- Long-Term Care Insurance: In partnership with GenworthFinancial, Penn offers faculty and staff (and your eligible familymembers) long-term care insurance to help you cover some of thecosts of long-term care services received at home, in the communityor in a nursing facility. If you apply when you're newly hired, youwon't have to provide proof of good health or be subject tounderwriting requirements. Eligible family members must alwaysprovide proof of good health and are subject to underwriting.
- Wellness and Work-life Resources: Penn is committed tosupporting our faculty and staff as they balance the competingdemands of work and personal life. That's why we offer a widevariety of programs and resources to help you care for your health,your family, and your work-life balance.
- Professional and Personal Development: Penn provides anarray of resources to help you advance yourself personally andprofessionally.
- University Resources: As a member of the Penn community,you have access to a wide range of University resources as well ascultural and recreational activities. Take advantage of theUniversity's libraries and athletic facilities, or visit ourarboretum and art galleries. There's always something going on atPenn, whether it's a new exhibit at the Penn Museum, the latestmusic or theater presentation at the Annenberg Center, or the PennRelays at Franklin Field to name just a few examples. As a memberof the Penn community, you're right in the middle of theexcitement
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