ClassTech Support Analyst

About the Department

Class Tech is a unit within the Office of Information Technology (OIT). Class Tech provides audio-visual technology design, integration, and support services to campus partners across a wide array of room and client types. The chief purpose of the Support Team is to support faculty and technology in learning spaces, support our various spaces under contract, manage the student worker team, and conduct the life cycle process.

As a Pack member,
you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being. As you consider this opportunity, we encourage you to review our Employee Value Proposition and learn more about what makes NC State the best place to learn and work for everyone.

Attain Work-life balance with our Childcare benefits,
Wellness & Recreation Membership
, and Wellness Programs that aim to build a thriving wolfpack community.

Disclaimer:
Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status. Eligibility and Employer Sponsored Plans can be found within each of the links offered.

• Provide Tier 1 and Tier 2 support for classroom and conference room technology, including projectors, video walls and other displays, AV processors and bridges, touch panels and control systems (Crestron, Extron, AMX ), computers, visualizers, cameras, content capture devices, audio amplifiers, and microphones
• Independently diagnose and resolve routine and non-routine hardware, software, operating system, Active Directory, and TCP /IP issues, documenting incidents and resolutions in Service Now
• Communicate technical information clearly to users with limited technical background, and coordinate with campus partners and vendors on complex issues

• Install, configure, and maintain classroom AV systems and control systems, including isolating faults across the signal path
• Image, deploy, and manage classroom PCs using enterprise tools such as SCCM or KBox
• Conduct site surveys, verify system functionality after installations and upgrades, and complete implementations during scheduled maintenance windows following change management processes

• Develop and maintain technical documentation in internal and public knowledge bases
• Train faculty and staff on classroom and conference room technology
• Supervise and mentor up to 20 part-time student technicians in desktop support, AV support, and customer service

• Own all classroom technology in an assigned zone, prioritizing incidents, directing student technician work, and reporting weekly to management on issues and improvements
• Collaborate with Tier 3 support, Class Tech leadership, and campus partners on service improvements and ongoing projects

This is not an entry-level AV position. Successful candidates arrive able to troubleshoot Crestron, Extron, or AMX control systems, image and manage Windows PCs with enterprise tools, and diagnose network and directory issues without supervision. If that describes you, we encourage you to apply.

• Other duties as assigned.

• Associate's degree in Computer Science, Information Technology, or related discipline and two years of experience in the information technology field related to the area of assignment; or bachelor's degree and one year of experience in the information technology field related to the area of assignment; or bachelor's degree in Computer Science, Information Technology, or related discipline; or an equivalent combination of training and experience.

All…