Responsibilities:
- Provide technical support for the use of Audio Visual equipment in classrooms, meeting rooms, labs, and conference rooms in both new and old campuses via telephone, e-mail or on-site
- Receiving, prioritizing, documenting, and actively resolving end user help requests
- Maintain accurate and timely records of user’s problems on the classroom ticketing system
- Report equipment or operating failures to the proper technician
- Escalate problems to the higher managerial level when required
- Restore service and/or identify and correct core problems by interacting as needed with other Information Technology teams
- Recommend systems modifications to reduce user problems
- Follow up daily with classroom support team on open/pending cases to ensure problems have been resolved adequately
- Accurately document instances of hardware failure, repair, installation, and removal
- Contribute to knowledge base articles, creating and updating documents as needed to improve resolution rates
- Analyze root cause of each problem to determine causes of complex operating errors and to make recommendations for repair or replacement technology equipment in order to improve ACTSS support service
- Communicate clearly and effectively to users with various levels of technical ability and experience
- Identify and learn appropriate software and hardware used and supported by the ACTSS
- Develop a proactive and client-focused approach to classroom support to dramatically improve the classroom teaching experience
- Perform other related tasks as requested by direct supervisor
Requirements:
Minimum Education Requirements:
- University degree in a related technology field is required.
- Prefer Classroom Technology Systems certification.
Experience:
- Minimum of 3 years of previous experience of end user/remote support
- Prefer experience with projectors, computers and instructional settings
- Work in a related technical services is required
Skills:
- Excellent knowledge of computer hardware and software
- General knowledge of a variety of technologies/software and how they are connected together; including, but not limited to, servers, desktops, networking equipment, videoconferencing, and remote desktop control tools
- Experience with desktop operating systems, including Windows 7, 10 and Mac OS experience a plus
- Highly self-motivated and directed
- Attention to details
- Ability to effectively prioritize and perform tasks in a high-pressure environment
- Excellent customer service orientation
- Ability to quickly troubleshoot and solve system malfunctions
- Willingness and ability to consistently acquire new knowledge and skills
- Very good in read, writing, and speaking English
- Maintain analytical Skills
- Excellent communication skills
Job Application:
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