Tech Hub Support Specialist

Position Purpose The Tech Hub Support Specialist supports learning by serving as theprimary technical resource for the Tech Hub, providing hands-onsupport, equipment readiness, and troubleshooting for its mediaproduction tools, AV systems, and computing equipment. As a memberof the Information Technology Services (ITS) Technical Supportteam, the Tech Hub Support Specialist also contributes to theUniversity's general Technical Support functions and partners withTechnical Support staff and student workers to help maintainreliable coverage of the Tech Hub. Building on a strong foundationin end-user technical support, the Tech Hub Support Specialistdevelops specialized, hands-on expertise in the Tech Hub's mediaproduction tools and systems as the space and its services continueto evolve. Core Competencies Represents Aurora University in the most positive manner withprospective, former and current students, clients, suppliers andthe community we serve. Interacts effectively with a diverse groupof faculty, staff, students and other customers of our service,learns and uses operating practices of the department and AuroraUniversity. Upholds the Mission Statement: At Aurora University, oursingular goal is to empower students to achieve lasting personaland professional success. We do this by being an inclusivecommunity dedicated to the transformative power of learning. As ateaching centered institution, we encourage undergraduate andgraduate students to discover what it takes to build meaningful andpurposeful lives. Handles all information with tact and discretion and recognizesthe confidential nature of university business. Supports learning through performance of essential jobfunctions and performing other duties and functions as necessary oras assigned, including voluntary participation in universitycommittees, activities and events. Essential Job Functions Serve as the primary technical point of contact for the TechHub by configuring, maintaining, and troubleshooting productionequipment and Tech Hub devices. Ensure equipment readiness through setup, testing, firmware andsoftware updates, cable management, and preventive maintenance ofAV and computing equipment. Provide hands-on technical assistance and training to Tech Hubusers on software, equipment, and production workflows. Train and guide Technical Support staff and ITS student workerson Tech Hub equipment and support tasks while developing andmaintaining training materials and procedures that enable them toprovide both backup coverage and additional support with the TechHub Support Specialist as needed. Diagnose and resolve hardware and software issues affectingTech Hub systems; coordinate vendor repairs and warranty service asneeded. Create and maintain technical documentation, instructionalguides, and tutorials for Tech Hub equipment, systems, andprocesses. Support content storage, file management, and backup workflows,and help ensure AV content meets accessibility standards, includingcaptioning and audio description. Maintain records and usage statistics for Tech Hub operationsand equipment inventory, and recommend adjustments to equipment,services, and coverage based on usage trends. As a member of the ITS Technical Support team, provide remoteand desk-side support for AU desktops, laptops, peripherals, andclassroom technology running Windows and macOS. Deliver supportthrough the ticketing system, phone, email, and in person,particularly when not engaged in Tech Hub responsibilities. Implement hardware and software patches in accordance withsecurity policies and ITS deployment procedures. Assist with imaging, deployment, and onboarding of end-userdevices as needed. Serve as a role model for student workers by demonstratingprofessionalism and contributing to a positive workenvironment. Work day, evening, or weekend shifts as needed to meet staffingrequirements. Perform other duties as assigned. Essential Job Requirements Education Bachelor’s Degree or equivalent experience required. Network+, A+ or MCP preferred. Experience Minimum of 2 years of full-time, hands-on experience in ITsupport, AV/media production, or a closely related technical rolesupporting AV production equipment and/or end-user computing in acustomer-facing environment. Skills Ability to support and troubleshoot Windows and macOS devices,including software installation, configuration, and updates;familiarity with iOS and Android devices. Working knowledge of networking fundamentals (IP addressing,Wi-Fi, and wired connectivity). Working knowledge of audio and video editing software (such asAdobe Premiere and Audition) and media production workflows. Sound judgment and strong prioritization skills. Ability to train and support users with a wide range oftechnical backgrounds. Excellent written, verbal, and presentation communicationskills. Strong interpersonal and customer service skills, with theability to interact effectively with a diverse range of users. Familiarity with accessibility standards for AV content,suchas captioning and audio description. Quick learner who readily adapts to new technologies, tools,and processes. Self-motivated, dependable, and able to workindependently. Flexibility and adaptability to changing priorities andoperational needs. Ability to accept divergent views while maintaining aconstructive working relationship with other team members. Ability to handle confidential and sensitive information withdiscretion and professionalism. Physical Requirements Ability to communicate effectively verbally and in writing,including in person, by telephone, and through electroniccommunication. Ability to work at a computer for extended periods. Ability to lift up to 50 pounds (AV equipment, computers, andperipherals). Ability to move throughout campus and attend meetings on andoff campus as needed. Work Hours Expected equivalent of 40 hours per week, butdays/hours may vary as needed. Special Requirements A valid driver's license and driving record which meetsinstitutional requirements is required. Requires travel between campus locations or to attend off-sitemeetings. #J-18808-Ljbffr The Chronicle of Higher Education