Information Technology - Classroom and Event Support Specialist

Description

Position Title: Classroom and Event Support Specialist

Department: Information Technology

Employment Status: Full Time

FLSA Status: NON-EXEMPT

Organizational Relationship: Reports to Director of User Services

JOB PURPOSE: Wagner College is currently searching for a Classroom and Event Support Specialist to join the Information Technology Department. The Classroom and Event Support Specialist is responsible for the support of the College's audio/visual needs. These needs include supporting and troubleshooting classroom technology, facilitating and fulfilling A/V setup requests for events on campus, live streaming, and digital signage. Other duties may include support for daily Help Desk operations.

This role reports to the Director of User Services.

• Coordinates and performs audio/visual support of live events, including setting up projectors, screens, speakers, cameras, streaming, ensuring all requirements are met.
• Assists in the technology needs during college events such as Commencement, Guest Speakers, Board of Trustee Meetings, etc.
• Proactively ensures all audio/visual technology is maintained and operational so that classes and meetings are running optimally.
• Acts as primary point of escalation from first level support to troubleshoot and resolve audio/visual issues.
• Uses efficient and effective troubleshooting techniques to gather information, identify the core of the problem, and determine its root cause.
• Consistently provides excellent customer service, displaying customer care best practices in support of students, faculty, staff, and other constituents.
• Identifies and leverages opportunities to improve the productivity of faculty and staff by providing training on optimal operation of audio/video technology.
• Develops and facilitates the preparation of technical and instructional user manuals and other training aids related to the proper use of audio/visual technology and systems.
• Manages the audio/visual technology lifecycle.
• Supervise and utilize Tier 1 student workers for any A/V maintenance and event needs.
• Assists with special projects as assigned.
• Assists in assessing the need for new and/or additional technology.
• Accurately documents and maintains all support requests and efforts in the ticket management system.
• Ensures support tickets are appropriately transferred, escalated, and closed.
• Keeps customers updated on the status of their open incidents and ensure they are satisfied upon completion.
• Other duties assigned by the Director of User Services.

• Bachelor’s degree or equivalent combination of education and experience.
• 2+ years audio visual experience including but not limited to Higher Education
• Crestron Control experience preferred
• Customer support experience in an A/V
• Effective verbal and written communication skills
• Ability to work effectively with a wide range of customers and a focus on diversity, equity, and inclusion
• Demonstrated excellent organizational abilities and attention to detail
• Ability to explain technical concepts and procedures to non-technical users
• Ability to multi-task, problem-solve, analyze information to make informed decisions and/or recommendations

• Flexible work schedule wherein hours may need to be adjusted for supporting special events on nights and weekends
• Physical demands of being able to lift/move up to 60 pounds