Assistant Media & Technology Support Manager (76006)

Iona College•New Rochelle, NY

49d•$65,000 - $72,400

About The Position

The Associate Media and Technology Support Manager play a key role in supporting academic and administrative technology services across campus. This position assists in managing daily operations related to classroom technology, media services, and end-user support. The Associate Manager also contributes to the planning, deployment, and adoption of new tools-including emerging technologies such as AI-to enhance teaching, learning, and university operations.

Requirements

Operating Systems: Microsoft Windows (Desktop), macOS, ChromeOS
IT Service Management: SysAid (ITSM), ticket lifecycle management, user support workflows, and reporting
Device & Endpoint Management: Microsoft Intune, Windows Autopilot, remote support tools, software deployment
Password & Identity Management: Self-service password reset tools, multifactor authentication support, identity verification workflows
Productivity & Collaboration Tools: Microsoft 365 (Outlook, Word, Excel, Teams, OneDrive), Google Workspace (if applicable)
Learning Management Systems: Blackboard, Canvas - user support, access management, and troubleshooting
Asset & Inventory Tracking: IT asset lifecycle management, loaner equipment tracking, hardware audits
Classroom & Media Technology: Projectors, lecture capture systems, AV control panels, hybrid learning tools (e.g., Zoom, Panopto, Crestron/Extron systems)
User Training & Knowledge Base: Development of support documentation, FAQs, training resources, and end-user education programs
Customer Service & User Experience: ITIL-based service delivery, user satisfaction monitoring, and front-line support leadership

Responsibilities

Oversee the maintenance, setup, and support of AV systems in classrooms, conference rooms, and event spaces.
Coordinate troubleshooting and support for classroom technology and hybrid teaching solutions.
Support lecture capture, live streaming, and video conferencing platforms (e.g., Zoom, MS Teams).
Serve as a point of contact for academic departments on instructional technology and AV needs.
Provide training and guidance to faculty and staff on the effective use of media and digital tools.
Assist with planning and implementation of classroom technology upgrades.
Work closely with AV vendors to ensure that break-fix SLAs are being met.
Document ongoing classroom technology issues and assist with rescheduling of rooms.
Assist in supervising help desk operations, ensuring timely and effective resolution of technical issues.
Support ticket triage, escalations, and root cause analysis.
Deploy computers to new hires and assist with computer refreshes.
Train and mentor student workers or entry-level support staff.
Oversee the planning, deployment, and technical support of media technology for university events, classrooms, and special functions.
Manage the reliable operation of audiovisual systems, video conferencing platforms, lecture capture, and live streaming equipment across campus venues.
Coordinate with Media and Technology support team to deliver high-quality support for academic lectures, administrative events, student programs, and hybrid engagements.
Lead the team responsible for on-site setup, real-time troubleshooting, and post-event follow-up.
Maintain awareness of emerging media and presentation technologies to ensure the university remains innovative, competitive, and equipped to meet evolving academic and event delivery needs.
Conduct research and evaluate emerging technologies to support institutional goals.
Lead or participate in special projects and strategic initiatives as assigned by IT leadership, contributing technical expertise and project management support as needed.
Other duties as assigned.

Benefits

Iona offers a comprehensive benefits package to all full-time employees that includes medical, dental, and vision insurance; flexible spending accounts; retirement plans; life insurance; short and long-term disability; employee assistance program (EAP); tuition remission; and generous time off.

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