IT / Audiovisual Support Technician - OCOM

Under the guidance of the Director of Information Technology and working closely with the IT Systems Administrator, this role focuses on providing exceptional help desk/desktop support and managing media/AV systems and equipment in a higher education environment. The ideal candidate will possess a solid foundation in IT support, a keen understanding of audiovisual systems, and a dedication to facilitating a productive learning environment through technology. This position requires hands-on experience with hardware and software troubleshooting, as well as the ability to assist faculty and staff with setting up and operating equipment for meetings, recordings, classroom activities, and events.

Requirements

Key Responsibilities:

• Provide first-level contact and problem resolution for all users with issues relating to hardware, software, and applications. Resolve as many user-reported problems as expertise permits, utilizing available tools, while following procedures and policies for the handling of support cases, and escalating issues as needed.
• Administer and support classroom and event audiovisual equipment, ensuring reliability and performance for lectures, meetings, and presentations.
• Assist in the setup and operation of multimedia equipment in classrooms and learning areas, including projectors, microphones, and video conferencing systems.
• Troubleshoot and resolve issues with computer systems, email, network access, and peripheral equipment, ensuring minimal downtime.
• Collaborate with the IT team to document internal procedures and prepare instructional guides for users to minimize recurring issues and empower users through knowledge.
• Participate in training and professional development opportunities to stay current with technology trends and best practices in IT support and AV management.
• Ability to work independently as well as function effectively in a team and within a diverse group of people.

• Apple Environment: Provide expert assistance and support for our Apple technology ecosystem, ensuring optimal functionality and user satisfaction across the organization.
• Google Workspace: Offer timely and efficient support for our Google Workspace environment, facilitating seamless collaboration and communication for staff and students.
• Zoom: Provide assistance and resolve issues related to Zoom, including standard, Zoom Room, and Zoom Phone, to maintain a smooth virtual learning and meeting experience.
• Lecture Capture: Provide exceptional support for software and hardware used for lecture capture.
• Inventory Management: Assist with tracking of hardware and software assets, ensuring proper allocation. Maintain inventory control of software and hardware components, alongside the IT Systems Administrator.
• Instructional Support: Provide instructional material including How-To’s, best practices, and general methodologies/guidance to students and employees to.
• Printing: Experience managing and configuring networked printers using a print management system, preferably Papercut.
• Extron: Any experience configuring and troubleshooting Extron is preferred but not required.
• Detail-oriented and willing to work in a changing environment including researching new ways of accomplishing tasks, participating in training sessions, being a self-starter and team player, and willing to assist in other areas as needed.
• Uphold and abide by OCOMs policies and procedures, including, but not limited to Title IX, HIPAA, and FERPA guidelines.

Qualifications:

• Bachelor's degree from an accredited college or university in Information Technology, Computer Science, or a related field is required.
• Minimum of 2-3 years of experience in IT support/help desk roles, with hands-on experience in troubleshooting and resolving hardware and software issues.
• Familiarity with audiovisual systems and equipment, with the ability to troubleshoot and resolve AV issues promptly.
• Strong problem-solving skills and the ability to work under pressure to manage multiple tasks simultaneously.
• Excellent interpersonal and communication skills, with a focus on customer service and the ability to interact effectively with individuals at all levels of the organization.
• Must be local to the Central Florida area or willing to relocate at your own expense.
• Must be authorized to work in the United States.

Key Competencies:

• Strong technical aptitude and a willingness to learn new technologies.
• Effective communication and collaboration skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Adaptability and flexibility to handle the dynamic nature of the educational technology environment.

Benefits

• Starting pay: $55,000/yr
• Position start date: July 1st, 2024
• This position is 100% on-site.
• Comprehensive healthcare and retirement benefits including Medical, Vision, Dental, and 401k match.
• Paid time off.
• Professional development and continuing education opportunities to support your career growth.
• A supportive and collaborative work environment.