AM6205-University - Information Technology Services Specialist III

Medical University of South Carolina•Charleston, SC

11d•$46,206 - $78,540•Onsite

About The Position

Under general supervision, the Systems Administrator provides support for on-site and remote Emergency service for Central Classroom support. Troubleshoots problems live and can handle high-pressure environments. Install and maintain end-user devices for the Medical University of South Carolina. Assist senior team members in training faculty and staff and identify and resolve critical software and hardware AV/IT-related issues. Reports to senior staff and documents cases through ServiceNow. Maintain high professional standards and exhibit excellent customer service skills while performing assigned tasks. Use Basic to moderately complex knowledge of information or telecommunication network services and data communications. Moderately complex to complex knowledge of methods of information or telecommunication network design and equipment configuration requirements. Moderately complex to complex knowledge of office automation systems, information processing operations, fiber optics, micro/minicomputer hardware/software and multiplexers as they relate to the latest trends in voice and data networks connectivity. Moderately complex to complex knowledge of computer system analysis, design, testing, debugging and maintenance techniques. Ability to assist with present technical and non-technical reports in a clear and concise manner. Answer calls and respond to emails promptly. Create and triage tickets and requests in ServiceNow and escalate to appropriate team members as needed. Troubleshoot on-site software and AV-related hardware issues. Address and resolve emergency onsite issues and requests using remote support tools and live support within the classrooms. Assist senior staff or solo with lifecycle projects, maintenance, and repairs.

Requirements

A high school diploma and two years experience in office automation systems, data communications systems design, installation, operation, repair, sales or marketing or processing of information in a data processing environment or related systems.
Ability to perform job functions in an upright position.
Ability to perform job functions in a seated position.
Ability to perform job functions while walking/mobile.
Ability to work indoors.
Ability to bend at the waist.
Ability to fully use both hands/arms.
Ability to perform repetitive motions with hands/wrists/elbows and shoulders.
Ability to reach in all directions.
Possess good finger dexterity.
Ability to maintain tactile sensory functions.
Ability to maintain 20/40 vision, corrected.
Ability to see and recognize objects close at hand.
Ability to see and recognize objects at a distance.
Ability to match or discriminate between colors.
Ability to determine distance/relationship between objects; depth perception.
Good peripheral vision capabilities.
Ability to hear and/or understand conversations.
Ability to perform gross motor functions with frequent fine motor movements.

Nice To Haves

An associate's degree or a bachelor's degree in a related field may be substituted for the required work experience.
Ability to work in confined/cramped spaces.
Ability to lift, lower, push or pull objects 15 lbs. or more, unassisted.
Ability to work in dusty areas.

Responsibilities

Install, maintain, and troubleshoot workstations, printers, personal devices, and other IT equipment in CATL and supported areas.
Provide responsive and professional support via phone, email, and ServiceNow for faculty, staff, and students.
Resolve onsite and remote technical issues, including live classroom support.
Assist faculty and students in the effective use of technology to support teaching and learning outcomes.
Maintain and support classroom and conference room AV systems.
Collaborate with AV vendors on design specifications, schematics, installations, and monthly maintenance.
Develop and manage refresh schedules for AV and classroom technology upgrades.
Provide Tier 2 support for the Virtual Reality anatomy lab, including software updates, troubleshooting, and liaison duties with Toltech.
Install, image, update, and repair classroom and staff PCs.
Conduct regular inspections and maintain systems using Deep Freeze Cloud (DFC).
Serve as DFC Super Administrator, overseeing 62 classroom and meeting room PCs.
Monitor system health, manage virus alerts, and ensure cybersecurity readiness.
Manage and be an administrator for the MUSC continuing education storefront Modern Campus & create Shell courses in Endeavor when necessary.
Consult with clients on their storefront in Modern Campus and work with them on best practices.
Support daily classroom technology operations, including setup, troubleshooting, and event support.
Provide remote and onsite assistance for classroom and EISL IT issues.
Contribute to lifecycle projects, maintenance, and repairs independently or with senior staff.
Build and maintain relationships with IS and other educational technology teams.
Ensure hardware and software readiness for student events, exams, and classroom activities.
Coordinate external support when internal resolution is not possible.
Perform additional responsibilities as assigned.