Educational Technology Support Technician

University of Pennsylvania•Houghton, MI

2d•$34 - $35

About The Position

Reporting to the IT Support Manager and working within the Penn Libraries' Client Services unit, the Educational Technology Support Technician provides first-tier technical support for the Libraries' computing environment and audiovisual technology systems. The position supports technology-enhanced learning spaces across Penn Libraries, including classrooms, computer labs, group study rooms, and event spaces. The technician installs, configures, maintains, and troubleshoots Windows and macOS computers, iOS and Android mobile devices, printers, scanners, cameras, and other peripherals, as well as audiovisual systems for presentation, recording, streaming, conferencing, and collaboration. Working under technical supervisors, the technician diagnoses hardware, software, connectivity, and operational issues and helps restore services promptly. The position consults with faculty, staff, students, and event organizers about technology needs; prepares spaces and equipment for instruction and events; and provides on-site technical support during classes, meetings, and special events as needed. Duties also include equipment deployment, maintenance and lifecycle management, asset inventory, and participation in evaluating and implementing new technologies and technology-enhanced spaces. The role regularly travels among library locations, occasionally moves computing and audiovisual equipment, and may require evening and weekend work.

Requirements

Bachelor's degree and at least one year of experience supporting a variety of computing systems and software, or an equivalent combination of education and experience.
Experience providing technical support for Windows, Macintosh, mobile operating systems, software, and networking.
Extensive knowledge of audiovisual troubleshooting, including use and maintenance of projection and large-format displays, cameras, microphones, and speakers.
Understanding of analog and digital signal routing and cabling for audio and video signals.
Experience using digital and cloud-based recording and conferencing tools.
Ability to thrive in a customer-driven, technically focused environment and adapt to a changing and variable work experience.
Excellent interpersonal, oral, and written communication skills; independent problem-solving and decision-making; self-direction; and ability to handle a complex workload.
Ability to present technical materials clearly to non-technical individuals.
Ability to support a wide variety of customers and colleagues with excellent judgment, confidentiality, and diplomacy.
Ability to lift and carry at least 25–50 pounds and transport equipment on carts or dollies across campus.
Demonstrated organizational skills and ability to prioritize and meet deadlines.
Ability to work independently and as part of a team.
Ability to occasionally work extended hours and weekends as required.

Nice To Haves

Experience in an academic computing environment.
Experience with Penn’s supported desktop and network applications and Windows 11.

Responsibilities

Set up, configure, and maintain computing devices and peripherals; install, configure, and customize operating systems and software.
Diagnose, troubleshoot, and resolve hardware, software, and connectivity problems, and answer end-user questions.
Assist faculty, students, staff, and other clients with audiovisual devices for presentations, online meetings, and academic work; support effective use of technology in the Libraries' educational environment.
Perform periodic and proactive maintenance and quality-control checks on audiovisual systems and related equipment.
Keep assigned areas neat and well ordered.
Prepare and provide written documentation and instructional materials for staff and customers.
Consult with users and event organizers about technology needs; prepare spaces and equipment and provide on-site support for classes, meetings, and events as needed.
Assist with deployment, maintenance, and lifecycle management of computing and audiovisual equipment; maintain technology asset inventories.
Participate in evaluating and implementing new technologies and technology-enhanced spaces.
Travel between library locations and occasionally move equipment; work extended hours or weekends when required.
Perform other duties and responsibilities as assigned.

Benefits

Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits.
Flexible spending accounts for eligible health care and dependent care expenses.
Tuition assistance for employees, spouses, and dependent children at Penn; dependent children may also receive assistance at other institutions.
Basic, matching, and supplemental retirement plans.
Substantial time away from work.
Long-term care insurance.
Wellness and work-life programs and resources.
Professional and personal development resources.
Access to University resources, libraries, athletic facilities, and cultural and recreational activities.
Discounts and special services, including arts, entertainment, transportation, and other goods and services.
Flexible work options.
Forgivable home-ownership loan for eligible employees buying a home or residing in West Philadelphia.
Adoption expense reimbursement for eligible employees.