AV & Desktop Support Specialist; Contingent II

AV & Desktop Support Specialist (Contingent II) (Open)

Under general supervision, provides moderately complex support for clients in the use of hardware, software, and network services. The AV and Desktop Support Specialist provides front-line and escalated support for classroom, event, and end-user technologies across campus. This role installs, supports, and troubleshoots audiovisual and collaboration systems—including presentation equipment, microphones, cameras, projectors, and video conferencing tools—while also delivering desktop support for Windows and macOS devices, peripherals, and standard applications.

The Specialist works closely with Conference and Event Services, the TV/Streaming team, Desktop Support, the Service Desk, and Infrastructure.

AV, Classroom, and Event Technology Support

• Provide rapid support for classrooms and event spaces to minimize downtime, including displays, audio systems, microphones, control panels, room PCs, and video conferencing tools.
• Perform AV system checks, preventive maintenance, troubleshooting, and basic repairs; coordinate vendors for advanced issues, warranty work, and replacements.
• Support academic and administrative events, including hybrid events, trainings, and temporary AV setups.
• Respond to support requests, diagnose malfunctions, confirm event logistics, and document issues, resolutions, and system inventory.
• Maintain room documentation and standard configurations, provide basic user training, and recommend improvements and standardization opportunities; familiarity with Crestron, Biamp, and Logitech systems preferred.

Desktop and End-User Computing Support

• Provide Tier 2 support for faculty, staff, labs, and classrooms, resolving hardware, software, and connectivity issues.
• Install, configure, image, and deploy Windows and macOS devices, apply security baselines, and support common peripherals.
• Support Microsoft 365, email/calendar, Teams, browsers, and other common academic and administrative applications.
• Manage device lifecycle activities, maintain asset records, and document resolutions and knowledge articles.

Service Operations and Customer Experience

• Manage incidents and service requests through the university ticketing system, meet service expectations, and communicate status clearly.
• Collaborate with Tier 3 teams to resolve complex issues and implement sustainable fixes.
• Provide basic user training and job aids for AV systems and supported applications.
• Participate in on-call or after-hours support for classroom uptime and major campus events as assigned.

• High School Diploma
• At least 2 years of experience in desktop/end-user support and 2 years supporting AV or classroom technology, or equivalent experience.
• Working knowledge of Windows 11 and macOS, with familiarity in troubleshooting tools and remote support methods.
• Experience supporting collaboration tools such as Microsoft Teams or Zoom and common room peripherals.
• Strong customer service, communication, and documentation skills, and the ability to lift or move AV and computing equipment.

• Ability to troubleshoot endpoints, peripherals, applications, AV systems, and basic network connectivity.
• Ability to explain technical concepts clearly and provide calm, professional support in time-sensitive settings.
• Strong organizational skills, sound judgment, and the ability to manage competing priorities.
• Ability to maintain clear documentation and accurate inventory records.
• Commitment to accessibility, inclusive service, and respectful handling of sensitive data and systems.

• Associate's degree in Information Technology, Audio/Video Technology, or a related field, or an equivalent combination of education…