JOB SUMMARY:
The Technology and Classroom Specialist will provide primary technical support for campus and classroom technology; emphasis on classroom/lab technology, remote device support, learning management system user support, end-user training and instructional technology support, and assisting users with other various hardware and software issues.
The Technology and Classroom Specialist will assist users in the use of classroom technology.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Provide professional and courteous support for all technology and classroom inquiries; recording and tracking incidents and service requests, including resolutions, in the service management system.
- Provide technical support and assistance to faculty and students using "smart" podiums and other instructional technology systems and associated hardware and software.
- Conduct routine inspections and inventory of classroom technology; perform repairs as needed.
- Assist with hardware and software training for, including assistance with conducting workshops.
- Maintain communication with end-users regarding status of assigned tickets and escalate tickets accordingly; notify supervisor of critical problems requiring special priority escalation. Provide statistical analysis reports to supervisor, when requested.
- Provide first responder support for presentation and classroom/lab technology.
- Resolve support assignments through timely troubleshooting and diagnosis of user inquiries related to hardware and software (providing on-site service, when necessary) which includes, but is not limited to: presentation and classroom/lab technology, ERP, network, email, learning management system, ResNet/internet/wireless, computer hardware and peripherals, computer operating system and application software, printing, account access issues, etc.
- Always provide the customer with clear, concise, coherent and timely information on the problem diagnosis. When appropriate, politely inform the customer on actions the customer can take to avoid similar future problems.
- Work closely with all Information Technology Services teams and other departments to analyze, isolate, report and promptly resolve computing classroom and technology challenges and end-user needs.
- Assist with the planning, procurement, implementation and servicing of classroom and campus technology.
- Demonstrates excellence in customer services through actions consistent with the University and the ITS Vision, Mission and Values.
- Setup, install and maintain classroom technology, computer equipment, and software (including repairs).
- Provide support for digital signage solutions (including the training of staff to maintain/update content). Digital signage includes devices for classroom schedules and televised content for department marketing.
- Provide hardware and software technical support for technology users, their related equipment and computer lab equipment.
- Maintain technical knowledge of software, hardware, and procedures for repairing equipment.
- Keep up-to-date with new supported software and update skills through journals, seminars, classes, or independent study as available.
- Communicate, collaborate, and maintain good working relations with faculty, staff, students and general public.
- Assist in preparing, organizing, presenting, and setting up for demonstrations of new products and services.
- Assist in the development of on-line documentation, as directed.
- Assist in the training and development of student employees.
- Assist with maintaining hardware and software licensing, inventory, maintenance and warranty contracts.
- Perform other duties as assigned.