Information Technology - Classroom and Event Support Specialist

Wagner College•Staten Island, NY

About The Position

Wagner College is currently searching for a Classroom and Event Support Specialist to join the Information Technology Department. The Classroom and Event Support Specialist is responsible for the support of the College's audio/visual needs. These needs include supporting and troubleshooting classroom technology, facilitating and fulfilling A/V setup requests for events on campus, live streaming, and digital signage. Other duties may include support for daily Help Desk operations. This role reports to the Director of User Services.

Requirements

Bachelor’s degree or equivalent combination of education and experience.
2+ years audio visual experience including but not limited to Higher Education
Customer support experience in an A/V
Effective verbal and written communication skills
Ability to work effectively with a wide range of customers and a focus on diversity, equity, and inclusion
Demonstrated excellent organizational abilities and attention to detail
Ability to explain technical concepts and procedures to non-technical users
Ability to multi-task, problem-solve, analyze information to make informed decisions and/or recommendations
Flexible work schedule whereas hours may need to be adjusted for supporting special events on nights and weekends
Physical demands of being able to lift/move up to 60 pounds

Nice To Haves

Crestron Control experience preferred

Responsibilities

Coordinates and performs audio/visual support of live events, including setting up projectors, screens, speakers, cameras, streaming, ensuring all requirements are met.
Assists in the technology needs during college events such as Commencement, Guest Speakers, Board of Trustee Meetings, etc.
Proactively ensures all audio/visual technology is maintained and operational so that classes and meetings are running optimally.
Acts as primary point of escalation from first level support to troubleshoot and resolve audio/visual issues.
Uses efficient and effective troubleshooting techniques to gather information, identify the core of the problem, and determine its root cause.
Consistently provides excellent customer service, displaying customer care best practices in support of students, faculty, staff, and other constituents.
Identifies and leverages opportunities to improve the productivity of faculty and staff by providing training on optimal operation of audio/video technology.
Develops and facilitates the preparation of technical and instructional user manuals and other training aids related to the proper use of audio/visual technology and systems.
Manages the audio/visual technology lifecycle.
Supervise and utilize Tier 1 student workers for any A/V maintenance and event needs.
Assists with special projects as assigned.
Assists in assessing the need for new and/or additional technology.
Accurately documents and maintains all support requests and efforts in the ticket management system.
Ensures support tickets are appropriately transferred, escalated, and closed.
Keeps customers updated on the status of their open incidents and ensure they are satisfied upon completion.
Other duties assigned by the Director of User Services.