Classroom Support Technician

Massachusetts College of Pharmacy and Health Sciences • Boston, MA

4d • $28 - $31 • Onsite

About The Position

The Information Services department seeks a Classroom Support Technician to
provide hands-on technical support for audiovisual (AV) systems, classroom
computers, and instructional technologies, with a strong focus on
responsiveness, reliability, and customer service. The Classroom Support
Technician is responsible for supporting and maintaining classroom technology to
ensure a seamless teaching and learning experience. The technician works closely
with faculty, staff, and IT teams to troubleshoot issues, support exams and
events, and maintain standardized classroom environments.

Requirements

• 2-4 years of experience supporting AV systems, preferably in a higher education environment.
• Strong troubleshooting skills with AV equipment and related technologies.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities in a fast paced-environment.
• An openness to learning new technologies.

Nice To Haves

• Associate’s or Bachelor’s degree in Information Technology, Audiovisual Technology, or related field (or equivalent experience).
• Experience in a higher education environment.
• Familiarity with lecture capture systems and video conferencing tools.
• Experience supporting large-scale academic events or exam environments.
• Experience with remote desktop support applications (BOMGAR preferred).
• Experience working with wiring, cabling and/or Crestron/Extron programming.

Responsibilities

• AV Equipment Management & Maintenance:
• Oversee the inventory, deployment, and lifecycle management of classroom AV equipment (projectors, displays, microphones, cameras, control systems, lecture capture, etc.).
• Perform routine inspections and preventative maintenance to ensure all classroom technology is functioning properly.
• Coordinate repairs, replacements, and upgrades with internal teams and external vendors.
• Maintain accurate inventory records, asset tracking, and documentation of all AV equipment.
• Install, configure, and update classroom computer hardware and software.
• Classroom Technology Support:
• Provide daily support for classroom technology, ensuring all equipment is operational prior to scheduled classes.
• Troubleshoot and resolve issues related to AV systems, classroom computers, and connectivity (audio, video, projection, control systems).
• Respond promptly to urgent classroom support requests, especially during exams and high-impact academic activities.
• Assist faculty and staff with the use of classroom technology and provide basic instruction as needed.
• Provide video conferencing support, including in-room setup and connection assistance.
• Monitor distance education classes through the Conference Control Center (TMS) and provide assistance as needed.
• Support classroom lecture capture tools, including Tandberg, Cisco, Kaltura, and Zoom.
• Distance Learning & Conferencing Support:
• Assist with video conferencing setup and support (Zoom, Teams, etc.).
• Monitor and support distance education sessions as needed.
• Provide support for lecture capture systems (e.g., Kaltura, Cisco, Tandberg).
• Provide dedicated AV support for academic events, orientations, and special programs.
• Documentation & Reporting:
• Maintain up-to-date documentation for classroom AV setups, troubleshooting guides, and support procedures.
• Track and report on AV incidents, recurring issues, and system performance.
• Provide recommendations for improvements based on data and user feedback.
• Utilize the ticketing system to create, update, document, and close Classroom and Help Desk tickets in a timely manner.
• Collaboration & Communication:
• Partner with Academic Affairs, faculty, and campus stakeholders to support instructional needs.
• Communicate effectively with Help Desk staff to ensure proper triage and escalation of AV issues.
• Train student workers and support staff on basic AV troubleshooting and classroom setup.
• Work on assigned projects as directed by the Director of Client Services.
• Collaborate with faculty and Information Services staff to implement new classroom technologies and improve utilization of existing equipment.
• Other Duties:
• Stay updated on emerging technologies and IT trends.
• Perform additional duties as assigned by the Director of Client Services or Help Desk Coordinator.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree