AV Tech Associate

Student Life Technology Solutions elevates the student experience by working with Student Life and campus partners to provide creative technology solutions. Student Life Technology Solutions has a focus on developing relationships with Student Life units, understanding the units' work, and providing tailored solutions while looking for economies of scale where it makes sense. Areas include Operations and Infrastructure, Web and Applications, Project Management, and Business Intelligence.

You will help provide production support for the IT & A/V infrastructure, operations, and services across Student Life buildings, including Housing, Michigan Recreation, and University Unions. Your primary focus will be on supporting unit-specific systems and technology solutions. They include, but are not limited to, audio-visual equipment that they have installed in multiple locations, such as conference rooms, lounges, multi-purpose rooms, classrooms, and Community Learning Centers.

You will collaborate with, assist, and advocate for our unit partners. You will work with our shared service providers and vendors to address their business problems. We will achieve this through the integration of unit-specific enterprise systems. The goal is to ensure that solutions function as intended. You will excel if you have broad technical knowledge and an interest in learning new systems and technological applications.

• Provide second/third-tier technical support for daily operations and project efforts. This support takes place in a complex, distributed IT infrastructure environment. Additionally, it involves root cause analysis and service restoration.
  • We require participation in an after-hours on-call rotation.
• Perform a broad range of IT and A/V infrastructure installation, configuration, and support services.
  • These include, but are not limited to, audiovisual and classroom support, digital signs, enterprise software, and network support.
  • Work assignments encompass issues involving different infrastructure components and their integration, such as requiring proficiency with the ITS networking tools.
• Support the onboarding and offboarding of Student Life staff, including providing access to university resources and equipment.
• Support and collaborate with team members, unit partners, and shared service providers, and contribute to efforts to develop, design, implement, and continuously improve systems.
• Resolve incidents to meet customer needs.
• Work assignments involve issues that span multiple components and their integration (e.g., networking, using Crestron equipment, and contacting vendor support).

• Maintain and update knowledge of IT policies and procedures, hardware, software, and technical services. This can include: on-the-job training, attending technical courses or conferences, reading, research, and testing.
• Apply new skills to the job as evidenced by the ability to perform assigned responsibilities. Meet or exceed customer expectations and performance metrics.
• Provide training and mentoring to student staff, resulting in staff and teams using and implementing the latest policies, procedures, and best practices to accomplish tasks.

• Support project implementations, including Student Life A/V upgrades, new technology deployments, and system integrations with backend services.
• Contribute to innovation through project planning, testing, and deployment of technologies that improve student and staff experiences.
• Help maintain secure, reliable system connections and support infrastructure for university operations.
• Help identify customer needs, analyze technology requirements, and recommend improvements to current processes.
• Develop collaborative relationships while providing technical support to partner units and team members.
• Provide quality service through proper communication, proper data handling, and timely resolution of technical issues.

• Associate Degree or a combination of education and equivalent experience or technology-related certifications.
• 1 or more years of related experience in desktop support and management tools, troubleshooting, and administering Windows, Mac, or Linux-based systems and layered software.
• 1 or more years of related experience troubleshooting printing issues, A/V issues, or related technologies, like presentations
• 1 or more years of related experience managing and troubleshooting networks and using network tools.
• Experience with the use and upkeep of inventory systems.
• Experience with the use of a ticketing system.
• Experience with the use of or installation of Crestron devices, or similar.

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of…