Specialist, IT Support


  • 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


Minimum Education Requirements:

  • University degree in a related technology field is required.
  • Prefer Classroom Technology Systems certification.


  • 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


  • 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

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