ClassTech Support Analyst

ClassTech Support Analyst

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

Job Description

Provide Tier 1 and Tier 2 technical support for classroom and conference room technology at NC State. As a member of the ClassTech team, you will keep instructional spaces working reliably for faculty, staff, and students. The role combines hands-on troubleshooting, project support, end-user training, and supervision of student technicians. This is not a desk job. You will move between buildings on foot and by van throughout the day.

Key Responsibilities

• Technical Support and Customer Service
• 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, andTCP/IP issues, documenting incidents and resolutions in ServiceNow
• Communicate technical information clearly to users with limited technical background, and coordinate with campus partners and vendors on complex issues
• Technology Deployment and Project Support
• 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 asSCCMor KBox
• Conduct site surveys, verify system functionality after installations and upgrades, and complete implementations during scheduled maintenance windows following change management processes
• Training and Knowledge Management
• 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
• Planning and Operational Support
• 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, ClassTech leadership, and campus partners on service improvements and ongoing projects

Who Succeeds in This Role

This is not an entry-level AV position. Successful candidates arrive able to troubleshoot Crestron, Extron, orAMXcontrol 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 Responsibilities

Other duties as assigned.

Qualifications

Minimum Education and Experience - 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 degrees must be received from appropriately accredited institutions.

Other Required Qualifications - Experience installing and troubleshooting classroom or conference room AV systems, including projectors, video walls and other display technologies, AV processors, AV bridges, audio amplifiers, and microphones. Experience troubleshooting control systems and touch panels (Crestron, Extron, orAMX), including isolating faults across the signal path. Experience supporting cameras, visualizers, and content capture devices in instructional or meeting environments. Desktop support experience, including application support, enterprise imaging tools, and network configuration. Experience troubleshootingTCP/IP networking issues. Ability to independently diagnose and resolve non-routine technical problems. Ability to set priorities, manage time, and meet project deadlines. Ability to establish and maintain effective working relationships with faculty, staff, students, and coworkers.

Preferred Qualifications - AVIXACTS, Extron AV Associate, Crestron, or CompTIA A+ certification. Experience configuring or programming AV control systems using tools such as Crestron Toolbox or Extron Global Configurator. Enterprise desktop management experience withSCCM, KBox, or similar imaging and deployment tools, and Active Directory. Experience supporting classroom technology in a higher education setting, including lecture capture and Zoom Rooms. Experience supervising, training, or mentoring student employees or end users.

Required License(s) or Certification(s) - AVIXACTSIf not currently held, the employee will have 12-months to obtain this certification, with assistance from OIT /ClassTech.

Valid NC Driver's License required - Yes

Commercial Driver's License required - No