Classroom Technology Support Assistant

Berklee College of Music•Boston, MA

3d•$17 - $17•Onsite

About The Position

The Classroom Technology Support (CTS) Assistant provides Berklee community members who are utilizing Berklee classrooms, conference rooms, and digital signage TVs. CTS Assistants will work both independently and closely with staff members (Multimedia Support Consultants) to provide in person classroom support, preventative maintenance, and training for all general classroom and conference rooms at Berklee.

Requirements

Basic Understanding of AV Signal Flow and macOS ecosystem
Punctuality, time management, and communicativeness
High customer service standards over the phone and email.
Adaptability to quickly make decisions under pressure.
Promote a positive and professional work environment.
Ability to work both independently and collaboratively.
Proactive attitude of learning new skills and helping others.
This position is for students staying in Boston throughout this summer.
Access to modern smartphones and laptops/tablets
Attend monthly CTS team-wide Zoom meetings in the weekend.
One 7AM shift per weekly work schedule

Responsibilities

Receive thorough training on the following:
Over the phone support for AV-related incidents
IT support ticket creation, management, and resolution
Remote technical support over Q-SYS Reflect
Hands-on troubleshooting of AV hardware (Q-SYS, Extron, Logitech, etc.)
Inspect integrity of AV cables such as HDMI, 3.5mm, CAT6, etc
Cross divisional communication over Slack
Be the first point of contact for incoming AV related incidents.
Be standby for escalated deployment to incident locations.
Further escalations to student supervisors or full-time employees when necessary.
Assist full-time employees with repairs, replacements, and installations of new AV equipments