Technology Service & Audio Video Support Specialist

Providence; Providence, Northern (RI, KY); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Providence College is seeking an on-site Technology Services & Applications Support Technician to provide primary support for media production and classroom technology across academic, administrative, and events spaces. The role ensures spaces are ready for use and responds to high-priority tickets to prevent class disruption.

You will coordinate with student staff for on-site event support, manage audio/video production for events, assist faculty and staff with endpoint devices and presentation

Qualifications

• Associate’s, vocational, or technical school degree from an accredited institution required.
• Bachelor’s degree preferred.
• One to three years’ experience in a technology support position.
• Intermediate experience with media presentation technology and video editing.

Responsibilities

• Ensure classroom and event spaces function properly and are ready for use by the college community.
• Respond to high priority tickets for instructional technology support to prevent class disruption.
• Coordinate with student staff on setup and operation of on-site media equipment and event recordings.
• Manage audio and video production, mixing, and recording of on-site events; troubleshoot problems.
• Assist faculty, staff and visiting presenters on use of endpoint technology and presentation media equipment; troubleshoot problems.
• Assist with network configuration and deployment of new technologies; troubleshoot server and network access issues.
• Assist with deployment and configuration of space upgrades and hardware repairs as needed.

Skills

Media presentation technology

Video editing

Endpoint computer technology

Education

Associate’s degree or technical school

Bachelor’s degree preferred

Job description

Provide primary support for all media production and computer technology located in academic, administrative, and events spaces. This position also provide functional redundancy to the Technology Services & Application Support Specialists.

1. Ensure that all classroom and event spaces function properly and are continuously ready for use by the college community. Respond to high priority tickets placed for instructional technology support in classrooms and labs to prevent class disruption. Ensure the timely processing of event requests for media presentations. (25%)
2. In conjunction with Service Desk management, coordinate with student staff on the setup and operation of on-site media equipment event support and event recordings. Manage audio and video production, mixing, and audio and video recording of on-site events. Troubleshoot integration and operational problems. Assign and integrate appropriate equipment for the task and operate equipment when necessary. (20%)
3. Assist faculty, staff, and visiting presenters on use of endpoint technology (laptops, tablets, phones, etc.), as well as presentation media equipment (projectors, Crestron devices, solstice pods, Apple TV’s, etc.) and troubleshoot problems during presentations. Assist the faculty and other users in specific media hardware or software related presentations. (20%)
4. Provide support for other related IT staff in the field and verify issues prior to escalation. Assist with the network configuration of devices including working with system administrators when deploying new technologies and network upgrades as well as troubleshooting server and/or network access issues on devices. Assist faculty and staff with support of non-standard applications and assess if the problem is related to computer, network, or AV infrastructure. (15%)
5. Assist Technology Services & Application Support Specialists in support of institutionally owned hardware of all types. Assist with the deployment of computers, networking cables, and configuration of space when upgrading existing labs and new deployments. Assist with performing hardware repairs as needed on all endpoints including computers, tablets, and printers. (10%)
6. Serve as an escalation point for the Helpdesk Support Specialist as well as IT student workers, especially with walk-in tickets. Provide support for both standard and complex hardware and software issues. Track common issues and document solutions using Team Dynamix and other supported systems. Share documentation with other technicians as well as Helpdesk Support Specialists so more issues are resolved on first contact. Create self-service knowledge base articles for Team Dynamix. (10%)

MARGINAL DUTIES:

1. Perform all other duties as may be required.

• Associate’s, vocational, or technical school degree from an accredited institution required. Bachelor’s degree preferred.
• One to three years’ experience working in a technology support position.
• Intermediate experience with media presentation technology and video editing.
• Basic knowledge of endpoint computer technology.

PHYSICAL DEMANDS:

• Sitting in a normal seated position for extended periods of time
• Reaching by extending hand(s) or arm(s) in any direction
• Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
• Communication skills using the spoken word
• Ability to see within normal parameters
• Ability to hear within normal range
• Ability to move about

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required.