Tech Hub Support Specialist Job Aurora area,Illinois USA,IT/Tech

Position Purpose

The Tech Hub Support Specialist supports learning by serving as the primary technical resource for the Tech Hub, providing hands-onsupport, equipment readiness, and troubleshooting for its mediaproduction tools, AV systems, and computing equipment. As a memberof the Information Technology Services (ITS) Technical Support team, the Tech Hub Support Specialist also contributes to the University's general Technical Support functions and partners with Technical Support staff and student workers to help maintainreliable coverage of the Tech Hub.

Building on a strong foundation in end-user technical support, the Tech Hub Support Specialist develops specialized, hands-on expertise in the Tech Hub's mediaproduction tools and systems as the space and its services continue to evolve.

Core Competencies

Represents Aurora University in the most positive manner with prospective, former and current students, clients, suppliers andthe community we serve. Interacts effectively with a diverse groupof faculty, staff, students and other customers of our service,learns and uses operating practices of the department and Aurora University.

Upholds the Mission Statement:
At Aurora University, oursingular goal is to empower students to achieve lasting persona land professional success. We do this by being an inclusive community dedicated to the transformative power of learning. As ateaching centered institution, we encourage undergraduate and graduate students to discover what it takes to build meaningful and purposeful lives.

Handles all information with tact and discretion and recognizes the confidential nature of university business.

Supports learning through performance of essential job functions and performing other duties and functions as necessary oras assigned, including voluntary participation in university committees, activities and events.

Essential Job Functions

Serve as the primary technical point of contact for the Tech Hub by configuring, maintaining, and troubleshooting production equipment and Tech Hub devices.
Ensure equipment readiness through setup, testing, firmware and software updates, cable management, and preventive maintenance ofAV and computing equipment.
Provide hands-on technical assistance and training to Tech Hubusers on software, equipment, and production workflows.
Train and guide Technical Support staff and ITS student workerson Tech Hub equipment and support tasks while developing and maintaining training materials and procedures that enable them toprovide both backup coverage and additional support with the Tech Hub Support Specialist as needed.
Diagnose and resolve hardware and software issues affecting

Tech Hub systems; coordinate vendor repairs and warranty service asneeded.
Create and maintain technical documentation, instructionalguides, and tutorials for Tech Hub equipment, systems, and processes.
Support content storage, file management, and backup workflows,and help ensure AV content meets accessibility standards, includingcaptioning and audio description.
Maintain records and usage statistics for Tech Hub operations and equipment inventory, and recommend adjustments to equipment,services, and coverage based on usage trends.
As a member of the ITS Technical Support team, provide remoteand desk-side support for AU desktops, laptops, peripherals, andclassroom technology running Windows and macOS. Deliver support through the ticketing system, phone, email, and in person,particularly when not engaged in Tech Hub responsibilities.
Implement hardware and software patches in accordance with security policies and ITS deployment procedures.
Assist with imaging, deployment, and onboarding of end-userdevices as needed.
Serve as a role model for student workers by demonstratingprofessionalism and contributing to a positive work environment.
Work day, evening, or weekend shifts as needed to meet staffing requirements.
Perform other duties as assigned.

Essential

Job Requirements Education

Bachelor’s Degree or equivalent experience required.
Network+, A+ or MCP preferred.

Experience

Minimum of 2 years of full-time, hands-on experience in ITsupport, AV/media production, or a closely related technical role supporting AV production equipment and/or end-user computing in acustomer-facing environment.

Skills

Ability to support and troubleshoot Windows and macOS devices,including software installation, configuration, and updates;familiarity with iOS and Android devices.
Working knowledge of networking fundamentals (IP addressing,Wi-Fi, and wired connectivity).
Working knowledge of audio and video editing software (such as Adobe Premiere and Audition) and media production workflows.
Sound judgment and strong prioritization skills.
Ability to train and support users with a wide range of technical backgrounds.
Excellent written, verbal, and presentation communication skills.
Strong interpersonal and customer service skills, with the ability to interact effectively with a diverse range of users.
Familiarity with accessibility standards for AV…