Classroom Technology Support Technician

University of Washington•Bothell, WA

2d•Hybrid

About The Position

UW Bothell Information Technology has an outstanding opportunity for a Classroom Technology Support Technician (Computer Maintenance Technician 3 (NE S SEIU 925 Non Supv)) to join their team. UWB IT is seeking a dynamic and energetic individual that loves technology and new challenges and can work in a diverse university environment. Ideal candidates will bring excellent technical and interpersonal skills, a team-oriented and collaborative approach, and a desire to continue to develop and refine your skills. As a member of our team, you will have opportunities to grow technically and professionally. Reporting to the Director, Academic & Collaborative Technology, the Classroom Technology Support Technician is responsible for providing critical technical support to the UW Bothell classroom technology infrastructure. The Classroom Technology Support Technician is a member of the Academic & Collaborative Technology group in UW Bothell IT. This position utilizes excellent customer service and technical skills to provide timely response to classroom technical issues and related audio-visual environments (e.g. conference rooms and event spaces) in support of UW Bothell’s mission.

Requirements

One year of experience as a Computer Maintenance Technician II OR Five years of experience as a computer maintenance technician.
Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.
In depth knowledge of audio-visual systems; including installation, testing, configuration, and support.
Experience supporting audio visual equipment for events, conferencing or in a classroom/educational environment.
Hands on experience supporting computer systems (Hardware and Operating Systems): Microsoft Windows OS imaging, troubleshooting, and software management.
Familiarity with MacOS support and troubleshooting
Mobile device support (iPad/iOS/Android)
Ability to troubleshoot complex problems, identify, and implement solutions.
Good judgment, discretion and the ability to maintain confidentiality.
Ability to work with varied constituents with varying levels of technical acumen.
Experience in effectively handling difficult and high-pressure support situations in a fast-paced and dynamic environment, on the phone, via email, and in person.
Enthusiasm about technology and a strong aptitude and desire to learn new technologies.

Nice To Haves

Experience with both AMX and Extron audio-visual control systems
Direct experience working within help desk ticketing systems.
Experience with media hardware and warranty support structures
Attention to detail, timely and appropriate follow-up, proactive and constructive problem solving, openness to new approaches.
Strong communication and customer service skills and an ability to remain calm, friendly, and relaxed in a fast-paced environment.

Responsibilities

Install and configure standard classroom A/V stack (currently mix of Extron, Biamp, Inogenie, and other technology), including manual set up, configuration (internal and network), testing and troubleshooting.
Provide technical instruction, guidance, and hands-on support for maintenance activities.
Act as primary escalation contact for Classroom Technicians.
Perform root cause analysis, document troubleshooting procedures through resolution.
Provide additional equipment as a workaround in event of equipment failure to reduce downtime for classes and/or events.
Responsible for directing, training, and organizing support teams on projects; inspect work in progress and assure quality standards are met.
Respond to technical support calls in classrooms, conference rooms, computer labs and event spaces.
Troubleshoot technical problems, resolve, or escalate incidents as they occur to restore defined service levels.
Perform root cause analysis, document problem resolution and technical troubleshooting procedures.
Perform support functions needed to maintain fully operational status of classroom technology and other facilities. Includes Saturday event support.
Implement and manage networked media control and management systems in UW Bothell classroom and event spaces, including installation, system commissioning, and routine maintenance.
Perform basic LAN networking tasks, such as assigning IP addresses, installing unmanaged switch infrastructure, equipment rack assembly, installation of media components, and configuring communication between classroom devices.
Technically support and provide troubleshooting, maintenance, repair and testing of all campus computerized media systems and equipment in smart classrooms, presentation rooms, computer classrooms, lectures halls, practice and interview rooms, videoconferencing rooms, smart conference rooms, and student activity areas.
Tier 1 / 2 client computing support may be required. Including but not limited to macOS, Windows 11, and client hardware troubleshooting, support, and installation.
Provide support for classroom tech calls and events when needed.
Administrate and consult for computer-controlled media systems, program and configure integrated A/V systems (AVoIP) including Extron and AMX systems while establishing communication links between each system computer, network switches, touch panels, computer interfaces, system switcher, projector, motorized screens, etc., through campus network, RS-232, HD-Base T, XTP/DTP, infrared, relays, and device control drivers.
Manage firmware and driver lifecycles on all computer-controlled media devices on campus.
Create documentation and participate in training programs for user and down-level Bothell IT technician support of implemented systems.
Maintain documentation of services and system information including equipment design files, purchases, and as-built drawings with specifications.
Support Academic & Collaborative Technology Team continual improvement efforts: identifying, researching, and presenting improvements and upgrades to existing and future classroom and event technologies and processes.
Participate in the planning and implementation of technology initiatives and projects, working closely with the Academic & Collaborative Technology team to ensure alignment with institutional goals and priorities.
Collaborate with Service Desk and Infrastructure group to support classroom computer technologies and maintenance.
Additional tasks such as troubleshooting and swapping damaged components, managing and deploying campus event technology, classroom lighting systems and advising UWB-IT management on control system, computers and media equipment purchase needs.
Maintain an inventory of maintenance supplies, installation cabling, classroom cabling, connectors, consumables, and back-up components.
Work with supervisor to coordinate equipment repair and warranty issues with manufacturers and vendors of components, arrange for vendor-serviced system repairs, and consult with control system manufacturers for programming issues.
Assist with Zoom and Microsoft Teams virtual classroom and videoconference software, Panopto lecture capture, Canvas online class integration, and other computer integrations with classroom technology to meet UWB IT specifications.
Direct Tier I and available student worker resources for assistance with certain tasks during media system installations or upgrades.
Communicate project and operational status, provide updates and escalate issues to management, keeping team members informed.
Practice active listening skills and be respectful in all communications (verbal, non-verbal and written) to reduce conflicts, strengthen cooperation and foster understanding.
Interpret and communicate information, ideas and instructions clearly and accurately both verbally and in written materials intended for distribution.
Effectively convey technical information to a non-technical audience.
Demonstrate curiosity, adaptability, and flexibility in all areas of the position.
Take initiative, ask questions, be a problem solver, and find ways to meet customer needs within departmental processes and standards.
Deliver IT services (and technology) with a customer-focus, and in the service of our campus mission.