Audiovisual and Technical Support Technician

The University of St. Thomas invites qualified candidates to apply for a Audiovisual and Technical Support Technician position within the department of Innovation Technology Services.

The University of St. Thomas embraces diversity, inclusion, and equal opportunity for all. Our convictions of dignity, diversity and personal attention call us to embody and champion a diverse, equitable and inclusive environment.  The University is an Equal Employment Opportunity Employer (EEO).  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, status as a protected veteran, or other protected characteristic.  We are committed to building a skilled team that represents a variety of backgrounds and perspectives. This commitment is consistent with our mission: Inspired by Catholic intellectual tradition, the University of St. Thomas educates students to be morally responsible leaders who think critically, act wisely, and work skillfully to advance the common good.  A successful candidate will possess a commitment to the ideals of this mission.

JOIN OUR COMMUNITY

The University of St. Thomas offers a competitive and comprehensive benefits program, which includes:

• Up to 100% tuition remission for employees, spouses, and dependents upon eligibility
• A generous Employer retirement contribution of 9.4% of annual salary upon eligibility
• Medical, dental, and vision options
• Employer-paid disability, life, and AD&D benefits

JOB SUMMARY

The Audiovisual and Technical Support Technician is responsible for providing customer service, technical support, and general service health maintenance for audiovisual and classroom technology as well as various other technology services at the University of St. Thomas. This role takes instruction and direction from the AV & Classroom Support Specialist and works collaboratively with other ITS Service Teams to deliver services to faculty, staff, and students at the university. 

The Audiovisual and Technical Support Technician works closely with ITS student workers and assists with the training and supervision of those students, mentoring them in technical skills, customer service, and professional development. This role fields and manages incoming service requests (especially emergencies) and responds or leads students in resolving those requests, as well as performing regular system checks, equipment replacement, repairs, and preventative maintenance.

The Audiovisual and Technical Support Technician assists in providing clients with technology and computing consultation, instruction, and training.  This role participates in purchasing decisions and assists in the configuration and installation of new equipment and systems, and other ITS projects.

Services supported by this role will include:

• AV and Classroom Support (Primary)
• Service Desk Operations (Secondary)
• Other ITS Service Teams (as assigned and/or interested)
  • Event Support
  • Computer Hardware & Software Support
  • Inventory Management 
  • Web Conferencing 
  • Collaboration and File Sharing (Microsoft 365) 

ESSENTIAL FUNCTIONS

1.  Troubleshoot and resolve incidents and fulfill service requests.

a.  Provide customer service and technical support to faculty, staff, and students. 

b.  Record all work for incidents and requests in ticketing applications and follow appropriate ITS business processes for inventory tracking and other related processes. 

c.  Collaborate with and support other ITS staff members to ensure efficient resolution of client issues and requests. Work collectively to meet team goals for response and resolution. 

d.  Provide accurate information on IT products or services. 

2.  Assist with the training, mentoring, and support of ITS student employees. 

a.  Respond to questions and escalated incidents from ITS Audiovisual or Tech Desk student workers.

b.  Lead teams of students in support of ITS work.

c.  Serve as a trainer and resource to student employees.

3.  Work proactively to maintain service health for assigned primary services.

a.  Perform regular checks, repairs, and preventative maintenance of audiovisual hardware and systems.

b.  Create and maintain detailed documentation. 

c.  Champion process and ticketing best practices. Identify and suggest possible improvements to procedures. 

d.  Attend regular meetings and complete assigned project tasks for assigned services and other ITS projects.

4.  Provides consultation, training, and instruction to students, staff, and faculty.

a.  Assist with client consultation.

b.  Provide both ad-hoc and scheduled training and instruction on hardware, software, and use of systems.

5.  Assist in the configuration and installation of equipment and systems.

a.  Assist with the installation and configuration of both audiovisual and computing hardware and software systems.

b.  Support others in ITS with larger technological rollouts and deployments.

This position will be supporting early morning classes and therefore will have a schedule that requires a 7:30 AM start.  This schedule may change over time, as business needs dictate.

This position requires employees to work on-campus full-time. Remote work may be allowed on occasion with approval from management but is not included as part of a regular schedule.  

Minimum Qualifications

• B.A. or B.S. in a relevant field
• 2-3 years broad experience working in technology and audiovisual support

An equivalent combination of education and experience from which comparable skills and knowledge have been acquired may be substituted.

Knowledge of or familiarity with: 

• Basic hardware and software problem solving
• Audiovisual control systems (Extron, Crestron)
• Audio and video components
  PTZ and web cameras
• Audio mixers, microphones, speakers, and live event equipment
• Video display technologies
• AV cables and terminations, and mounting devices

Web streaming, videoconferencing and lecture capture platforms and technologies

• Microsoft Windows and Apple macOS platforms (hardware and software)
• Productivity software (Microsoft Office, Microsoft 365, etc.) 
• Device management systems (SCCM, Jamf, InTune etc.) 
• Ticket tracking applications (TeamDynamix, Service Now, etc.) 
• Remote support tools (Bomgar, etc.) 
• Device backup systems (OneDrive, etc.) 
• Email and calendaring systems (Microsoft Outlook/Exchange, etc.) 
• Application virtualization technologies (Amazon AppStream, etc.) 
• Basic Printing technologies and devices 
• Networking and security concepts 

Skill in:

• Customer service
• Mentoring and collaborating with FT and student employees 
• Translating needs into technology support 
• Using initiative and independent judgment within established procedural guidelines
• Maintaining accurate records of work performed (organizing, analyzing and presenting trend data a nice-to-have)
• Preparing clear and concise documentation, training materials, user instructions, correspondence, and other written materials 
• Strong ability to organize, prioritize, reprioritize, and adapt in a “guided” environment with minimal direct supervision. 
• Establishing and maintaining effective working relationships 
• Excellent client service skills, communication ability and attention to detail 
• Excellent problem-solving skills
• Troubleshooting, maintenance, and installation of computers, audiovisual equipment, and other technology
• Instructing others in the use of technology
• Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities

HOW TO APPLY

All interested candidates must apply online at https://www.stthomas.edu/jobs/ . Follow the instructions to complete an online application which includes creating or updating an applicant profile, uploading a resume, and completing a job specific application.

In light of its commitment to create and maintain a safe learning and working environment, employment with the University of St. Thomas requires consent and successful completion of a background screening.

Official job posting is available at www.stthomas.edu/jobs .

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