IT​/AV Technician

JOB SUMMARY

The IT/AV Technician reports to the Institutional Director of Network Operations and is responsible for providing excellent customer service and technical support to students, faculty, staff, facilitators and other users of the School. This person is responsible for daily operations of the IT Help Desk, including procurement and deployment of equipment, assisting in problem solving, infrastructure support, and vendor management. This is a collaborative position responsible for partnering with IT functional areas on a variety of projects, and involves a combination of technical expertise and customer service.

This position is also responsible for the technical administration, maintenance, programming, and repair of the PC, network, and AV equipment in the classrooms and IT equipment in the faculty and staff offices. This person will also take the lead on new instructional technology projects, be responsible for hardware and software installation, problem diagnosis, and troubleshooting in the classrooms and offices.

• Responsible for the creation and maintenance of student email accounts and groups;
• Assist students with hardware or software problems with their computer equipment, diagnose and make recommendations for a resolution;
• Assist with student online exams including Examplify, NBME, and COMAT;
• Creates active directory and Exchange/Office 365 accounts for students;
• Answer Help Desk calls from students. Create and maintain documentation as it relates to the support services offered by the Help Desk;
• Clearly and consistently communicate with students as required to carry out position responsibilities;

• In accordance with the meeting and class schedules, checks all classrooms before the scheduled start time to ensure the rooms are set up to the faculty/facilitator’s satisfaction and that all audio/visual equipment is present. This includes, but is not limited to: setting up and/or moving tables, chairs, carts and equipment; locating and obtaining equipment needed; having face to face contact with faculty/facilitator before the start of the meeting or class to ensure the room meets their needs;
• Testing and general maintenance of all AV equipment;
• Troubleshoots AV equipment problems in standard meeting rooms, classrooms, IT rooms, computer labs, and faculty and staff offices;
• Audio/Visual (AV) refers to LCD projectors, desktop and laptop computers, overhead projectors, TV/VCR units, microphones, video conference equipment, and any other media-related equipment used by faculty, students, or facilitators;
• Recording and editing of lectures to be posted to the video play back system;

• Provide immediate problem resolution or escalation to appropriate level of support/management;
• Record actions taken and follow up on deferred actions;
• Respond to requests for technical assistance by phone, email and/or using a ticket management system;
• Maintain and support specialized software used by the different departments;
• Provide training and technical assistance for users on AV equipment, PC equipment, computer labs, and web-based applications. This training can be arranged before the meeting or class or can take place the day of the meeting or class;
• Pack up and secure IT equipment after class or event has ended;
• Arranges for repair or disposal of broken equipment and interfaces with IT vendors for repairs and new projects that cannot be handled within the School;
• Performs inventory of IT equipment and conducts quarterly preventative maintenance in all classrooms (IT rooms, PBL room, classrooms, and conference rooms etc.);
• Installs and configures standard hardware and software upgrades on classroom PCs, faculty and staff PC’s, computer lab PC’s, meeting room PC’s, and laptops;
• Creates active directory and Exchange/Office 365 accounts for faculty and staff;
• Answer Help Desk calls. Create and maintain documentation as it relates to the support services offered by the Help Desk;
• Receive requests for software installation, assistance and support from end users. Only LECOM approved/owned software may be installed;
• Perform hardware and…