IT/AV Specialist

POSITION PURPOSE:

The IT/AV Support Specialist is responsible for assisting College faculty, staff and students with the use of information technology, classroom technology via documentation, telephone, e-mail, and/or in person. Provides technical software, hardware and network problem resolution to all College computer users as well as video conferencing, event functions and classroom technology. The position will work closely with the Information Technology and Media Integration Services Center (MISC) Directors in all duties of the office.

GENERAL DUTIES AND RESPONSIBILITIES:

* Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software. * Installs, updates, and maintains end user and lab PCs, printers, and other endpoint devices. * Provides professional, courteous, prompt, and accurate support and solutions to users. * Communicates, analyzes, and troubleshoots user problems and provides proper solutions or remedies. * Establishes priorities on Service Desk tickets based on established departmental guidelines and procedures. Properly documents problem ticket in online Service Desk System and follows up and communicates ticket information to users when appropriate.

• Assists other IT technical staff as requested.
• Identifies complex, multi-faceted problems and takes immediate action to

address them.

• Responsible for other reasonable, related duties as assigned.
• Keep an inventory of repairing location audio-visual equipment.
• Set up audio-visual equipment for location and community events and

functions. * Train instructional staff in the use of presentation equipment and methodologies. * Assists in the installation, operation, and maintenance of location audio-visual equipment.

• Assists in the development of audio-visual presentations.
• Assists in the development of the MISC budget, including making purchasing

recommendations and cost comparisons. * Performs other related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong customer service orientation.
• Understanding of general audio/visual hardware/software troubleshooting and

repair.

• Understanding of desktop hardware/software troubleshooting and repair.
• Ability to learn new technologies and understand similarities and key

differences. * Highly skilled at explaining technical subjects to non-technical as well as technical customers.

• Ability to prioritize tasks to be completed in the short-term.
• Detailed understanding of Windows operating systems.
• Ability to understand and follow standard operating procedures, as well as

Service Desk and departmental guidelines and operating procedures. * Ability to communicate effectively, clearly and concisely, both orally and in writing, with all levels of the college community, including the ability to exercise patience, tact and good judgment in dealing with end users. * Candidate must be willing to work flexible hours when necessary, and occasional weekends

POSITION QUALIFICATIONS:

Required: * High school diploma or equivalent. Preferred:

• Two (2) years of related work experience in either IT and/or AV.
• Associates degree.
• Microsoft certifications.
• A + Certification (additional experience and education may be substituted for

certification). * Advanced experience in desktop hardware/software troubleshooting and repair.

WORKING CONDITIONS:

* Variances from regular working hours may be necessary to fulfill the responsibilities of the position.

• Busy working environment with numerous interruptions.
• Must possess a valid driver’s license in good standing and proof of

automobile insurance as travel to other locations may be required.

• Must be insurable by the College insurance policy.
• Must be available by cell phone.
• Travel is required to all locations.

SALARY: $37,485. annually (This is a 12 month position to be paid over 12 months)