Technology Support Technician

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

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

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 (Team Dynamix). 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 Global Viewer, 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.

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…