Client Technologies Analyst, AV Technologies

Pepperdine University•Malibu, CA

8d•$24 - $26•Onsite

About The Position

Works under the direction of the Audio-Visual Technologies Manager or Team Lead to provide technical assistance, support, and training to faculty, staff, and students at the Malibu Campus. Helps manage classroom technology as well as provides support for select university events.

Requirements

Bachelor's degree with some courses in technology, business, education, theater, cinema, graphic design, or information design.
Basic working knowledge of standard hardware and software products.
Basic working knowledge of problem-solving/troubleshooting skills.
Basic working knowledge of computers and applications in a networked environment.
Excellent written and verbal communication skills.

Nice To Haves

At least one (1) year of experience in a field of or related to information technology, audiovisual technology, event support, or business.
Developing technical skills in Information Technology.
Strong organizational and interpersonal skills needed to work effectively with a wide variety of internal and external resources.
Strong decision-making skills and ability to work under pressure.
Experience in following emerging trends in technology.
Expertise in the use of major project management and collaboration software, including MS Project, Asana, MS Office, email, calendaring, and emerging collaboration tools (wikis, Google Apps, web conferencing, etc.).

Responsibilities

Providing support on standard client hardware, software products, and audio-visual equipment.
Configuring and operating audio-visual equipment.
Troubleshooting problems using scripts and checklists as guides, escalating issues when necessary.
Working with basic infrastructure products.
Documenting problem statuses and resolutions in the tracking log.
Alerting team members about recurring problems.
Providing on-the-spot training to clients.
Supporting events with setups, pickups, and training.
Documenting solutions to common problems and responses to frequently asked questions.
Identifying client service improvements and sharing success stories with clients and team members.
Explaining service procedures to clients, being aware of service level agreement targets.
Representing Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders.
Developing and maintaining partnerships with campus personnel and departments, as well as with external vendors and service providers, to assure current and future operational success.
Building relationships with individual clients, including faculty, staff, students, and executives.
Identifying improvements to team operations handbook, training manuals, and guides.
Consistently and reliably creating service tickets for each service provided, resolving assigned tickets, documenting resolutions and troubleshooting notes, and providing timely and detailed communication with stakeholders.
Identifying service, system, and/or process improvements based on review of support tickets, feedback from constituents, and reflection of completed tasks and duties.
Reviewing and submitting regular, timely, and complete paperwork and processes, such as status reports, bi-weekly or monthly timesheets, assessments for mid-year and annual reviews, and other routine IT and University practices.
Coordinating the scheduling of technology resources and resolving conflicts arising from demand exceeding available resources.
Maintaining supplies.
Keeping personal, team, and shared workspaces clean and organized.
Providing backup support and assistance to other team members.
Collaborating with co-workers and University colleagues on departmental, division-wide, and institutional projects.
Sharing process information and making informal recommendations on how to improve processes and overall job execution within the team/department.
Attending training sessions, vendor presentations, user group meetings, conferences, and seminars.
Engaging regularly in individual professional development related activities to remain current with industry technology trends and work processes.
Volunteering to undertake tasks that stretch the employee's capabilities.
Serving on various committees within the Information Technology division.
Participating in external University committees.
Performing other related duties as assigned.
Understanding and supporting the Christian mission of the University.
Upholding the University mission through team, location, atmosphere, and work performed.