Remote-Eligible IT & AV Support Specialist

Harvey Mudd College; Claremont (MN); On-site; USD 41,000 - 44,000; Full time

Job summary

Harvey Mudd College seeks a Technical Analyst to join the CIS front line, delivering on-campus AV support, software and hardware assistance, and technical consultation for students, faculty, and staff. You will staff the Help Desk, document issues, train users, manage equipment, and coordinate with campus teams to ensure reliable systems during events and daily operations.

Strong Windows/macOS knowledge, customer service skills, and the ability to explain technical concepts in plain language are

Qualifications

• Configure and troubleshoot Windows and macOS hardware and devices.
• Provide high level customer service and clear communication.
• Support campus network connectivity basics.
• Document issues and solutions for end-users.
• Ability to train users on software and AV systems.

Responsibilities

• Provide support for campus computers, software, printers, AV systems, and on campus events that require media services.
• Document support requests in the CIS ticket system, including details related to the tasks performed for resolving the issue or request.
• Staff the on campus Help Desk and/or AV events according to the Technical Support and Media Services coverage schedules.
• While staffing the Help Desk adhere to standard work practices. Help Desk Duties 2.0
• While assigned to AV event support, adhere to standard work practices; provide assistance with in person and virtual setup, support to event organizer, operation and the removal of AV equipment.
• Troubleshoot software, hardware, and AV issues by researching, analyzing and/or contacting vendors to identify solutions or gain additional support.
• Using software tools to conduct remote support sessions if needed.
• Deploy hardware on campus to departments as needed, software and software upgrades; assess installations and ensure they function properly and meet user needs.
• Develop documentation for use by end-users and for internal CIS purposes.
• Support and maintain on campus lab computers and software.
• Provide in person and virtual training to staff, faculty and students who use common campus software, hardware and AV equipment.
• Collect and maintain hardware inventory records and software licensing information used for CIS services such as the Computer Upgrade Program (CUP) and the Loaner Program.
• Conduct research for more complex questions and requests for assistance; report back in a timely manner and document the proposed solution.
• Prepare and distribute electronic notifications to the campus for planned and unplanned systems and network events or problems.
• Proactively maintain technical skills and knowledge by staying up to date with new operating systems, browsers, and common campus applications such as Canvas, Microsoft 365, and Google Workspace.

Skills

Windows/macOS support

AV equipment

Customer service

Remote support

Documentation

Training

Education

High School Diploma or equivalency

Job description

Harvey Mudd College seeks a Technical Analyst to join the CIS front line, delivering on-campus AV support, software and hardware assistance, and technical consultation for students, faculty, and staff. You will staff the Help Desk, document issues, train users, manage equipment, and coordinate with campus teams to ensure reliable systems during events and daily operations.

Strong Windows/macOS knowledge, customer service skills, and the ability to explain technical concepts in plain language are