Technology Solutions Specialist - Information Technology Services

* Install, configure, and maintain diverse hardware, software, and configuration needs tailored to various university environments
* Provide technical support for complex inquiries related to hardware, software applications, technology access, and specialized multimedia equipment
* Manage the design, implementation, and ongoing maintenance of university-wide audiovisual (AV) systems and installed classroom technologies
* Deliver technical support for installed audiovisual (AV) systems across the university
* Research emerging technologies to enhance classroom and laboratory environments, and partner with ITS colleagues to evaluate, test, and pilot new solutions
* Collaborate with ITS colleagues to ensure the university’s technology infrastructure supports and aligns with AI, VR, AR, and other emerging technologies
* Research potential technology purchases and provide recommendations aligned with departmental business needs and requests
* Provide supplementary support to cross functional IT service areas, including the Help Desk, Workstation Management, Network Operation Center, as needed
* Work cross-functionally within the ITS department, utilizing and learning new technologies to troubleshoot and resolve issues efficiently
* Lead small to medium-sized projects, coordinating cross-functional deliverables and managing change processes
* Collaborate with stakeholders and ITS staff to identify issues, gather requirements, define project scopes, and manage project/problem resolution using established project management frameworks and departmental best practices
* Assist in the design and execution of complex technology system and service implementations across the institution
* Develop documentation and deliver targeted training sessions to increase technology adoption and minimize support demand
* Champion best practices, reliability, and a customer-centric approach throughout all IT support functions
* Utilize organizational tools, Service Now and , for tracking activities, support tickets, and updating project statuses
* Some evening and weekend hours will be required, as necessary
* Perform all other duties as assigned by the Process Manager, Deputy CIO, and CIO
- Bachelor’s degree in Computer Science, Information Technology, Electronic Media, Instructional Technology, or a closely related field
* * Or* an equivalent combination of education, certifications, and directly related experience
* Minimum
** 8 years
** of professional experience in audiovisual (AV) production, AV systems, and/or AV technology support in complex environments (e.g., higher education, corporate, or large venues)
* Minimum
** 3 years
** of experience providing
** computer and classroom / learning space technology support
*** Demonstrated experience troubleshooting and resolving complex technical issues across multiple platforms (hardware, software, network, AV)
* Experience working in a
** customer-facing technical support
** role with responsibility for incident resolution and follow-up
* Experience working
** cross-functionally
** with IT, academic, or administrative units to deliver technology solutions
* Working knowledge of
** installed AV systems** (projectors, displays, microphones, speakers, switchers, control systems, lecture capture, and video conferencing solutions)
* Experience supporting
** classroom technologies** (document cameras, podium PCs, control panels, presentation systems, and collaboration tools such as Zoom or Microsoft Teams)
* Proficiency with
** Windows and macOS
** operating systems, standard productivity tools (e.g., Microsoft 365), and common classroom/lab software
* Basic understanding of
** networking concepts
** relevant to AV and endpoint support (TCP/IP, VLANs, Wi-Fi, AV over IP)
* Ability to create and maintain
** technical documentation
** and user-friendly guides
* Strong
** customer service orientation
** with the ability to communicate clearly and effectively with non-technical users, both verbally and in writing
* Demonstrated ability to
** prioritize**, manage multiple tasks or projects simultaneously, and meet deadlines
* Strong
** analytical and problem-solving skills**, including the ability to identify…