ITS Support Specialist

St. Norbert College•De Pere, WI

13d•Onsite

About The Position

St. Norbert College (SNC), a nationally ranked, private, Catholic, liberal arts college, is seeking an Information Technology Services (ITS) Support Specialist. This position is responsible for the design, operations, and support of audio-visual (AV) and computing equipment in the college’s learning spaces, including classrooms, labs, and meeting rooms. They will deliver “just-in-time” support to faculty in response to technical issues in these environments, and provide documentation and training on how to use learning space technologies. In addition, they will provide general technology support to members of the college community. The ITS Support Specialist will collaborate with other members of the larger ITS team as well as with Facilities, Conference and Event Services, the Registrar, faculty, and staff to design and maintain effective technology-enabled teaching and learning environments. The position requires strong technical expertise in computer and AV equipment, broad user technical support experience, and a firm commitment to providing exceptional customer service. This position is based on campus and requires regular in-person presence.

Requirements

Bachelor’s degree in Computer Science or related field
3 years AV, IT, or technical support experience, preferably in an academic environment.
Experience with learning space design.
Extron experience and/or certification, including experience with Extron Configurator, Toolbelt, and GlobalViewer software programs
Experience with web and video conferencing technologies.
Skilled in supporting Apple and Windows-based computers, and iOS and Android tablets and mobile devices.
Skilled in exceptional troubleshooting with learning space technologies, including, but not limited to: controllers, projectors, audio systems, Apple and Windows-based computers, Apple TV, document cameras, etc.
Ability to analyze technical problems involving the signal flow between IT and AV equipment, conduct testing, and research to determine appropriate solutions.
Ability to remain calm under pressure and communicate technical concepts to individuals of all competency levels with tact, patience, and courtesy.
Project and time management skills, with the ability to effectively manage competing priorities.
Ability to interact professionally with coworkers and customers, particularly in conflict situations.
Commitment to a mission-driven environment that is aligned with Catholic, Norbertine, and liberal arts values.

Nice To Haves

Experience supporting faculty and students in an academic environment is a plus.

Responsibilities

Learning Space Support (25%) Provide technical support for learning space technologies in coordination with the ITS Service Desk and vendors. Maintain support documentation and assist with training materials and sessions.
End-User Support (25%) Resolve walk-in and call-in incidents with Service Desk staff. Troubleshoot end-user device issues related to classroom connectivity, software, and limited hardware needs.
Learning Space Design & Standards (20%) Recommend and implement designs, standards, technologies, and processes for technology-enabled learning spaces. Evaluate and deploy appropriate operating systems, software, and hardware for classrooms and labs.
Application & Inventory Administration (15%) Manage Extron and Neat Pulse applications, including device enrollment, configuration, and troubleshooting. Support refresh planning for AV and learning space technologies and maintain accurate equipment inventories.
Network Support (10%) Collaborate with the network team to manage network closet hardware and ensure proper device connectivity.
Campus Support (5%) Liaise with Facilities on learning space maintenance and coordinate AV services for special events, including technical assessments and solutions for AV, streaming, and video conferencing.