ITS Services Support Technician - AV

Starting Wage/Salary $32.06-$34.02/hour plus exceptional benefits. Wage placement is dependent on qualification and pay equity.

The IT Services Support Tech – AV works within the ITS Department and is responsible for all manner of technical support of end user workstations, AV for college events, and hardware and software systems on COCC campuses. This position troubleshoots and repairs hardware and software issues, provides end user training, presents solutions to campus technology users, and supports technology deployed in classrooms for instruction.

Additionally, this position will be accountable for supporting robust AV systems and provide AV support, including design, technical assistance, operations, training, and diagnostics.

• Set up all new and replacement workstations, laptops, and printers. Ensure functionality and troubleshoot as needed.
• Troubleshoot system problems such as file corruptions, viruses, memory errors, hard-drive failures, network connectivity, and printing anomalies incorporating other ITS teams as needed.
• Install and repair printers to work with the Microsoft Print Server environment and with different applications within and Microsoft Active Directory network.
• Assist users with technical issues using available methods such as remote help tools, on-site visits, phone, and email.
• Work with customers across college campuses to perform research, testing, evaluation, and implementation of hardware and software solutions.
• Provide technical support for the operation, maintenance, repair, and installation of AV equipment, multimedia and smart classroom equipment, and related campus AV systems.
• Provide training on the application and operation of all forms of audio, video, and computer projection needs to the faculty, staff, and students at COCC .
• In coordination with AV Engineer, conduct AV system design and implementation for new or upgraded AV projects – includes: identifying requirements, specifying equipment and installation, coordinating with vendors and COCC stakeholders, and managing projects to completion.
• Work with AV Engineer to design and install technology to support remote learning classrooms and remote work conference rooms.
• Work with EUS team to perform maintenance on and repair streaming classroom problems.
• Maintain stock of replacement equipment for streaming technology.
• Work closely with E-learning to provide training on streaming technology so they are able to properly train faculty. Assist them with the creation of their training documentation and materials when requested.
• Maintain current certification(s) for streaming technology.
• Coordinate and manage campus events that require AV technologies.

• Work from and manage helpdesk queues to ensure prompt and balanced support while maintaining detailed documentation and reporting of work performed.
• Contribute to the IT helpdesk knowledge base to build a document repository of technical solutions.
• Help build technical support systems, documentation, and standard operating procedures for consistent service delivery.

Individuals must possess the listed knowledge, skills, and abilities and be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. The incumbent is expected to follow College work rules and policies.

• Mastery of a wide variety of IT technical skills and knowledge including, but not limited to those related to the A+ Certification, Windows operating systems, audio visual and control systems, printer technologies, a variety of hardware systems, and software deployment.
• Ability to achieve technical certifications for current technologies and integrate technical knowledge and learning as appropriate to achieve high levels of customer satisfaction.
• Must be an excellent problem-solver who can meet challenges for which the solution requires combining personal experience with reasoning abilities.
• Must be able to work collaboratively in a team environment.
• Demo…