Help Desk Analyst/Events Technician

Description

Job title:  Help Desk Analyst / Events Technician

FLSA Classification:  Nonexempt, Full-time, hourly

Reports to:  Help Desk Manager / Technical Director Smith Theatre

Date:  Revised October 2024

Job Description 

Summary/objective:

Help Desk Analyst
Provides end-user support for students, faculty, and staff via phone, email, or field visits. Assist in troubleshooting for hardware and software, including IP phones, client hardware, software packages, audio visual equipment, mobile devices, and printers. Assist in maintaining labs, classrooms, and conference rooms. Assist in researching, recommending, and purchasing hardware and software.
Events Technician

Provides support for sound, lighting, streaming and video events held on and off campus. Assists in the setup, running and takedown of events requiring a high level of technical skill using lighting, sound, video and streaming equipment.

Essential functions Help Desk Analyst / Events Technician:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Utilize ticketing system to log, update and follow through on the status of support issues & work assignments.
• Replace computer hardware such as hard drives, network cards, fans, etc.
• Troubleshoot and diagnose computer problems to determine if software or hardware problem. Research problem with appropriate resources.
• Assist with imaging, configuration, and deployment of new hardware and software packages. 
• Assist with the management of our printing solution for students. Setting balances, increasing limits, etc.
• Works closely with the Systems and Network team.  Helps with the purchasing process by assisting in planning and procuring technology.
• Work closely with the Senior Help Desk Analyst position.
• Work to program and run digital sound mixers and light boards.
• Assist in up and run video cameras and streaming equipment and troubleshoot AV related issues and resolve them quickly.
• Assist with hanging and focusing both incandescent and dmx lights, including dmx addressing and personalities.
• Maintain existing equipment such as mics, mixers, cables etc. as well as purchase new equipment as needed to meet event requirements. 

Competencies

• Must possess strong customer service and excellent communication skills. 
• Ability to work with other’s varying degrees of technical knowledge.
• Ability to understand, analyze and take appropriate action to resolve problems reported in an efficient and timely manner. 
• Technical troubleshooting experience required with hands-on working knowledge of PC and Apple
• Must be highly organized and have the ability to prioritize work requests in a high paced and fast changing environment. 
• Will help teach and direct student assistants.
• Experience with Microsoft and Apple products is required.
• Experience with Microsoft Applications, Google Works Space, SCCM, and/or Jamf is a plus.
• Must be able to program and run analog/digital sound mixers and light boards such as Allen & Heath SQ5 and ETC Element 2.
• Must be able to set up and run video cameras, streaming equipment as well as know how to stream events to social media.
• Must be able to create appropriate paperwork required to run an event, such as lighting and sound cue sheets, lighting magic sheets etc.
• Must be able to program, hang and focus DMX lights, which requires the use of ladders, lifts or scaffolding.
• Must be able to run sound cue software such as Multiplay or Qlab.

Supervisory responsibilities

None

Work environment

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to perform complex tasks requiring independent knowledge and its application to non-routine situations.

The noise level in the work environment is usually quiet. May be exposed to dust, fluctuation in inside temperatures.

Regular contact with faculty, staff, students, parents, and third parties to provide information and resolve technology issues. 

Physical demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear, use hands to finger, grasp, handle, feel or operate objects, tools or controls. The employee is occasionally required to climb, balance, stoop, kneel, crouch, reach with hands and arms, walk; lift push or pull objects up to 40 pounds. Hand-eye coordination necessary to operate computers and various pieces of office equipment. Must be able to climb ladders in order to hang lighting equipment.

Travel required

Negligible

Required education and experience

• High school diploma or GED
• One year of progressively responsible work experience specifically including the installation, maintenance or repair of computers or any combination of education, training and experience may be accepted which demonstrates the ability to perform the duties of the position.
• At least two years running events/shows using digital sound and lighting equipment. 

Preferred education and experience

•  Higher education experience preferred. 
• College degree in Technical Theatre preferred.

Additional eligibility requirements

Work authorization/security clearance requirements

Must be authorized to work in the United States.

Affirmative Action/EEO statement

Randolph College is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, gender, sexual orientation, sex (including pregnancy), gender identity, gender expression, sexual orientation, national origin, age, disability, genetic information, marital status, veteran status, political beliefs, or any other classification protected by applicable law. This policy applies to all terms and conditions of employment, including but not limited to hiring, promotion, termination, placement, transfer, layoff, recall, compensation, and training.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications