AV & User Support Specialist

POSITION SUMMARY

This position will manage all AV (Audio/Video) needs for internal and external events as well as all AV needs for classrooms and meeting rooms. The AV & User Support Specialist will help perform all functions regarding support to our end users beginning with email, phone, and walk-in support through in-office support. This position is also integral to our 1:1 initiative regarding all hardware from product specs and ordering to collection of equipment and end of lease returns.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

Event AV

• Serve as Coordinator of all internal and external Event AV services.
• Supervise, hire, train, and schedule Event AV student workers and Help Desk Specialist/AV Assistant.
• Supervise, hire, train, and schedule Help Desk staff that also help support Event AV needs
• Responsible for set up, tear down, staging, storage of technical equipment used for Event AV
• List/track (inventory), maintain, purchase, etc. event AV hardware and parts inventory. Develop backup equipment inventory need.
• Liaison with third party vendors for additional AV equipment, parts, lighting, preventative maintenance, and other technical needs
• Understand all regulatory requirements and safety practices
• Help prepare the annual Event AV budget
• Stay up-to-date on the AV industry on new advances in technology
• Plan all classroom technology projects, maintenance, and annual upgrades as needed.
• Completes research and documents outcomes of IT projects.
• Plans and implements special projects as assigned.

User Services

The following User Services tasks will be shared equally between the User Services Specialist, AV & User Support Specialist, and Technology Specialist & Cyber Asst positions.

• Performs problem-resolution and Help Desk support via telephone, electronic communication, and walk-in customers for stand-alone and networked, mobile and desktop computer systems for the entire campus community.
  
  
  
  • Create tickets for all questions to the Help Desk in a timely manner. Close the ticket if resolved or assign it to an IT staff person as second level support.
  • Maintain Help Desk tickets assigned to you
  • Assist in monitoring items that are ticketed to a second level technician.
  • Follow-up with IT staff on Help Desk tickets if requested by the user.
  
  
  
  
• Assists with Help Desk coverage to ensure one staff person is available at the Help Desk throughout the day to readily be available for walk-in traffic.
• Completes reimaging and minor "quick fix" repairs that can be performed without going through the Repair Center.
• User Services Specialist and AV & User Support Specialist are primary for user computing devices, electronic classrooms, and Event AV by going across campus to offices, classrooms, and events.
  
  
  
  • The System Administrator will assist as needed.
  
  
  
  
• User Services Specialist and AV & User Support Specialist are primary support to maintain inventory of all laptops and desktops, including retrieval of laptops and desktops from students/faculty/staff as determined.
• Communicates with User Support Specialist and Technology Specialist & Cyber Asst. to maintain the Help Desk schedules to ensure full coverage.
• Student Workers:
  
  
  
  • User Services Specialist will supervise student workers for the Help Desk and Repair Center areas.
  • AV & User Support Specialist will supervise student workers for the AV Event area.
  • If a student worker provides assistance in multiple areas the area they are performing the task is what dictates the supervisor.
  
  
  
  
• Initiates trouble calls and resolves problems in coordination with the Users Services team.

1:1 Initiative

• Manage the beginning and end of lease functions:
  
  
  
  • Prior to lease: order preparation, specs, and vendor liaison
  • Manages receipt of new laptops and desktops
  • End of lease: collection of equipment, verify inventory quantities, and returns to leasing vendor
  
  
  
  
• Coordinates distribution and/or exchange of new laptops and desktops to Students, Faculty, and Staff (except for new student orientations, which will be managed by the User Services Specialist)
• Serve as Loras College IT liaison to desktop and laptops vendors.
• Back-up User Services specialist.

POSITION QUALIFICATIONS

Competency Statement(s)

• Autonomy - Ability to work independently with minimal supervision.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Conceptual Thinking - Ability to think in terms of abstract ideas.
• Customer Oriented - Ability to take care of the customers' needs while following company procedures.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Project Management - Ability to organize and direct a project to completion.
• Resource Management (People & Equipment) - Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.

SKILLS & ABILITIES

Education: Required: Any combination of education and experience equivalent to an associate degree in a computer or telecommunications related area.

Experience: Knowledge of computer systems, telecommunication systems, Audio and Video equipment, IP telephone, accounting and recordkeeping principles. Some experience in accounting is desirable.

Other Requirements: Able to establish and maintain effective working relationships with faculty, administration, staff, parents and students. Adaptability, flexibility and the ability to work without direct supervision in a team-based department. Ability to prioritize work and meet multiple deadlines. Ability to communicate effectively with both technical and non-technical personnel. Willingness to travel to training programs. Good problem-solving skills. Good oral and written communication skills. Vision (Near, Color).

Loras College is an equal opportunity employer committed to creating an educational and work environment that is inclusive, rich in diversity, and supportive of all students, faculty and staff. Individuals from diverse racial, ethnic, and cultural backgrounds, women, veterans, and persons with disabilities are strongly encouraged to apply.

APPLICATION PROCEDURE. Applicants must go to: https://loras.applicantpool.com/jobs to apply. Please upload: your letter of application and resume. The finalist will need to pass a background check before receiving a written employment offer.