Classroom Technology Support

Summary

Position Title

Classroom Technology Support

Department

Academic Technology

Position Reports to

Audio-Visual Specialist

Effective Date

August 1, 2024

Status

Full Time/Exempt

Job Summary

This position will provide technical support for Jacksonville University's classroom technology; inclusive of computer labs, classroom instructor workstations, large venues, audio/visual equipment, integrated software and other facilities featuring audio and video conferencing systems. A successful candidate will have the necessary skills to investigate, troubleshoot, test, recommend, and integrate new technologies for university use. A major component of this position will require the individual to deploy new equipment or software in learning and meeting spaces on a regular maintenance schedule. Additional responsibilities include providing training for classroom technology

Supervisory Responsibilities

None.

Duties/Responsibilities

• Provide excellent customer service to faculty and staff in response to reported issues
• Troubleshoot, analyze, and resolve technical problems in classrooms and computer labs (problems may be related to, but are not limited to projectors, A/V switcher/controllers, document cameras, computers, printers, etc.)
• Check and test computer and audio-visual equipment to ensure proper functionality
• Assist in the installation of classroom equipment
• Perform troubleshooting, maintenance and basic repairs of classroom instructor workstations, A/V equipment in classrooms, conference rooms, and large venue areas
• Recommends replacement and upgrades to equipment and software as necessary
• Configure and deploy software to workstations as directed
• Log service requests, document troubleshooting steps, and problem resolution details in ticket system
• Contribute knowledgebase articles as appropriate
• Monitor and support operation of video and audio-conferencing systems in classrooms and conference rooms
• Monitor and track classroom technology assets
• Assist faculty, staff, and students over the phone and in person with classroom technology
• Provide training and support to the JU community on the use of classroom and conference room technology

Required Skills/Abilities

• Experience related to technical end-user support services
• Possess and demonstrate excellent customer service, cooperation, and team working skills/abilities
• Possess a core understanding of common video signals
• Possess a core understanding of audio signal flow
  Experience with common instructional technology equipment e.g. document cameras, presentation remotes, pen displays, projectors, video conference technology
• Basic familiarity with professionally installed audio visual systems. (Experience with AMX, Crestron, or Extron hardware and control systems is a plus.)
• Possess basic Windows PC and Apple troubleshooting skills
• Ability to make minor repairs on classroom and conference room technology
• Ability to work independently under minimal guidance
• Ability to communicate well with others, both verbally and in writing, and be able to effectively interact with administration, faculty, staff and other outside contacts in a pleasant, positive manner
• Ability to measure and report on metrics and indicators of service level activity and customer satisfaction
• Possess and demonstrate capacity for problem determination and resolution, specifically related to problems of a technical nature
• Possess and demonstrate high attention to detail and ability to prioritize competing tasks and responsibilities

Education, Certificates, Licenses, & Experience

• Minimum Education Requirement:
  • High School degree
• Minimum Work Experience:
  • Minimum three (3) years of related experience, preferably in higher education
• Preferred Qualifications:
  • Associate degree or two (2) years post-secondary technical school training in an audio-visual
    degree program.

Physical Requirements

• Must be able to lift and carry equipment and supplies weighing up to 40 pounds
• Must be able to bend, stoop and reach
• Manual dexterity to efficiently operate a computer keyboard and other business machines
• Near vision sufficient to read written communications and computer display screens
• Adequate hearing to communicate effectively in person and by phone

Important Note

This is not an exhaustive list of all responsibilities, duties, and/or skills required for this position. The University reserves the right to amend and change responsibilities to meet organizational needs.

To Apply

Interested applicants are asked to submit a resume and completed JU application to Dee Thornton at atsearch@ju.edu.