Audiovisual Technician (TEMP)

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Job description

I. DEPARTMENT INFORMATION

Job Description Summary:

This technical support position provides AV technology support in a call center or technology support center environment, with hours that include evening and/or weekend operation, and typically handles Tier I and Tier II requests by users. The position is responsible for the following duties:

-Respond to AV support calls and provide on-site customer training (one-on-one and small group) in classrooms and collaboration and event spaces

-Report feedback gathered from customer interaction during support calls and training

-Provide technology support for special events to include AV equipment setup, testing, operation, and strike-down

-Train student wage staff on audiovisual best practices and troubleshooting techniques

-Perform routine inspection of audiovisual system operation for controlled (and non-controlled) audiovisual and advanced video conferencing systems

-Monitor audiovisual and IT systems using remote management and monitoring tools

-Perform intermediate-level service functions as needed to maintain full operational status of AV technology, including evaluation of issues escalated from call center, technology support centers, and customer representatives

-Replace audiovisual equipment, conducting signal flow analysis, test cables, test audiovisual systems, document system changes, and repair audiovisual equipment

-Consult with advanced-level technicians while applying configuration updates and control file updates to audiovisual systems

-Document technical troubleshooting procedures and resolutions for support issues using the incident management tool

-Operate and troubleshoot multiple IT platforms (including mobile) and operating systems

-Act as a liaison with third-party audiovisual vendors in relation to warranty and technical support questions

-Process return merchandise authorization (RMA) documents for equipment troubleshooting and repair

-Perform installation duties during audiovisual upgrade projects. This includes performing site surveys, equipment decommission, cable termination, rack building, cable handling and mounting equipment per industry best practice and university policy

-Recommend opportunities for improvement for customer support and technology upgrades within the technology support centers. This includes internal and external technical operational procedures and classroom technology capabilities

-Performs other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

Minimum Qualifications:

Qualified candidates will hold a high school diploma/GED plus 3 years of relevant professional experience, or, a Bachelor's degree or higher in a relevant area of study. Degree must be conferred by the start date of the position. 1 year of AV and/or IT technical support. Degree requirements may be substituted with an equivalent. combination of education, training and experience.

Additional Required Licenses/Certifications/Posting Specific Minimum Qualifications:

Preferred Qualifications:

-Excellent written and verbal communication skills.

-Be able to lift in excess of 50 pounds.

-Experience with pulling cable and AV rack building.

-Knowledge of network-based troubleshooting.

-Experience troubleshooting Crestron, Extron or Biamp systems.

-Excellent organizational, interpersonal and customer service skills.

-Ability to work within a team environment and demonstrate reliability, sense of urgency, attention to detail, and problem-solving skills.

-Experience with providing classroom technology and audiovisual systems support and on-site customer training for classroom technology, conference rooms and computer labs.

-Leadership skills in training students
-Demonstrable experience supporting MacOS, iOS, and Windows based endpoint devices alongside other IT technicians
-Experience with using ITIL methodology and ITSM ticketing systems such as BMC Remedy.

II. POSITION INFORMATION

Campus Location:

Other

College/School/Department:

Human Resource Management and Development (HRM&D)

Family

Academic Technology

Sub-Family

Audiovisual Technology

Stream

Level

Full-Time/Part-Time:

Hours Per Week:

40

Work Schedule:

Monday-Friday

Position Designation:

Telework:

No

Required Background Check:

Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search

Special Instructions to Applicants:

The schedule for this position is: 40 hour work week Monday - Friday. Candidates should be available to work 7am - 4pm or 11AM - 8PM and some weekends as needed. The shift will be determined after interviews are conducted.

The available locations that this position will be based is Ashburn, VA, Alexandria, VA, or Arlington, VA.

Position Type:

Posting Number:

T000135

Job Open Date:

12/12/2023

Job Close Date:

Open Until Filled:

Yes

Applicant Review Will Commence On:

Background Screening

Successful Completion of a Background Screening will be required as a condition of hire.

EEO Statement:

The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.