Technology Support Technician

The University of North Carolina; Indiana (PA); On-site; USD 49,000 - 61,000; Full time

Job summary

The University of North Carolina seeks a Technology Support Technician specializing in Learning Space Technology to resolve classroom AV and intercom requests, while upholding SLAs. The role is based on UNC Charlotte with periodic work at The Dubois Center in Uptown Charlotte.

You will monitor device connections with Crestron/Extron tools, train faculty and staff, create user guides, and assist the AV Integration/design teams with installations and maintenance as needed.

Qualifications

• Graduation from high school and one year in technology related field.
• One year of technology experience or equivalent education/experience.
• AV hardware and software certifications listed (AVIXA CTS, Extron, Crestron, Biamp, etc).

Responsibilities

• Provide tier 1 and 2 support for classroom computer and AV systems.
• Maintain established SLAs for Classroom Support.
• Monitor device connections using Crestron/Extron Fusion and other tools; troubleshoot hardware/software issues.
• Assist with installations during peak periods (rack building, AV system installation, projector mounting).
• Support AV systems for classrooms and events at The Dubois Center in Uptown Charlotte.

Skills

AV support

Customer service

Technical support

Education

High School Diploma

Tools

Crestron Fusion

Extron Fusion

Extron GlobalViewer

TalkMaster

TeamDynamix

Job description

Position Information

If time-limited, note appointment end date

Hours per week 40

Months per year 12

Position Number 007744

NC Salary Grade Equivalency DT03

Salary Range $49,125 - $67,547

Anticipate Hiring Range $49,125 - $61,406

FLSA Status Non Exempt

Division Academic Affairs

Department Digital and Professional Learning

Fall and Spring Semesters

Rotating Saturday shift, 8am – 5pm (rotated among all Technology Support Technicians with one day off during the week)

Summer Semesters

Primary Purpose of Position

The primary purpose of the Technology Support Technician with Learning Space Technology at UNC Charlotte is to resolve all service requests reported via classroom intercom, phone, email, or the Classroom Support ticketing system (TeamDynamix). This position will provide accurate and courteous answers with timely call-backs for all service requests and maintain the established SLA’s for the team. Responsibilities include remotely monitoring device connection statuses using Crestron/Extron Fusion, Extron GlobalViewer, and other software tools to proactively resolve audiovisual (AV) device hardware issues. Creates user guides and FAQ documentation to assist customers with common support issues, trains faculty and staff on the proper use of AV systems, software, and hardware, and utilizes departmental project management software tools to provide updates, track project progress, and indicate completion of all assigned tasks. Utilizes departmental project management software tools to provide updates, track project progress, and indicate completion of all assigned tasks; troubleshoot, configure, and deploy AV devices, PC’s, intercoms, and network switches to support campus learning spaces. Troubleshoot, configure, and deploy audiovisual devices, PC’s, and network switches to support campus learning spaces.

This position will assist the audiovisual Integration team with installations during peak installation periods (rack building, AV system installation, projector mounting, etc.). Assist the AV Design team with design considerations and overall system design, especially when it pertains to classroom systems. Assist the Audio Visual Systems Engineer with control system maintenance as needed. Other tasks as assigned by the Classroom Support Manager and/or Director

As part of its operational responsibilities, this position will provide audiovisual (AV) support for classrooms and events at The Dubois Center in Uptown Charlotte. While primarily based on the main campus, the position is expected to work at The Dubois Center approximately one day per week to support operations, maintain familiarity with the building’s unique classroom and event technology needs, and build strong working relationships with Dubois staff. Additional coverage at The Dubois Center may be required based on operational, event, and staffing needs.

Responsibilities

Responsible for working with faculty and staff in the performance of duties as a representative of the Classroom Support group. This role requires strong customer service skills.

The position provides tier 1 and 2 support of classroom computer and AV systems in all learning spaces at the University. This position also performs routine maintenance and room checks to test and resolve potential hardware and software issues. The position will serve as the Classroom Support Lead Technician during evening shifts and Saturday shifts, working with the student technician workforce to complete all assigned tasks and support tickets.

Manage technical activities of student technicians. Assist them in growing their technical skill sets, provide training and leadership, and maintain accepted standards through management of quality assurance.

Assess helpdesk tickets, support calls, and intercom help requests to appropriately assign and track assigned technician tasks. Utilize departmental project management software tools to provide updates, track project progress, and indicate completion of all assigned tasks

Promote and develop the proper use of our support tools, including TalkMaster, Crestron Fusion, and Extron Global Viewer, which are utilized to monitor and report on classroom AV equipment for proactive maintenance and support purposes.

Other Work Responsibilities

• Assist the AV Integration team with installations as needed during peak installation periods (rack building, AV system installation, projector mounting, etc.). Assist the AV Design team with design considerations and overall system design, especially when it pertains to classroom systems. Assist the AV Systems Engineer with control system maintenance as needed. Other tasks as assigned by department leadership.
• As part of its operational responsibilities, this position will provide audiovisual (AV) support for classrooms and events at The Dubois Center in Uptown Charlotte. While primarily based on the main campus, the position is expected to work at The Dubois Center approximately one day per week to support operations, maintain familiarity with the building’s unique classroom and event technology needs, and build strong working relationships with Dubois staff. Additional coverage at The Dubois Center may be required based on operational, event, and staffing needs.

Departmental Preferred Experience, Skills, Training/Education

• Audiovisual support experience in higher education
• Demonstrated customer service experience, preferably in a technical support role
• AV hardware and software certifications ( AVIXA CTS , Extron, Crestron, Biamp, etc)
• Previous experience installing professional AV equipment (projectors, displays, control systems, AV switching and distribution systems)

Necessary Licenses or Certifications

• AV hardware and software certifications ( AVIXA CTS , Extron, Crestron, Biamp, etc)

Required Minimum Qualifications

Graduation from high school and one (1) year in the field of technology related to the position’s role. Computer coursework may be substituted year-for-year for the required experience, or an equivalent combination of education and experience.

Journey level requires an additional six months of experience

Note: Some state job postings state you can qualify by an ‘equivalent combination of education and experience.’ If that language appears above, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both.

Work Location

9201 University City BlvdCharlotte, NC 28223