Founded in 1917, Providence College (PC) is a premier Catholic liberal arts institution steadfastly committed to academic excellence through a
dynamic core curriculum, a distinctive Development of Western Civilization Program, and abundant experiential learning opportunities. The only U.S. higher education institution administered by the Dominican Friars, PC is committed to providing a variety of opportunities for intellectual, social, moral, and spiritual growth in a supportive environment. Providence College believes that cultural and intellectual pluralism is essential to the excellence of its academic programs, and strives to foster an academic culture and campus community reflecting the global environment in which we live and work. The approximately 105-acre campus is situated in Rhode Island’s capital city and is close to the many cultural and educational offerings of Rhode Island’s “renaissance city.” Additionally, Providence is located an hour from Boston and just a few hours from New York City. For years, Providence College has been recognized in the U.S. News & World Report “Regional Universities – North Category” and has been commended by several other ranking publications. Overview Provide primary support for all media production and computer technology located in academic, administrative, and events spaces. This position also provide functional redundancy to the Technology Services & Application Support Specialists. Duties and Responsibilities Ensure that all classroom and event spaces function properly and are continuously ready for use by the college community. Respond to high priority tickets placed for instructional technology support in classrooms and labs to prevent class disruption. Ensure the timely processing of event requests for media presentations. (25%) In conjunction with Service Desk management, coordinate with student staff on the setup and operation of on-site media equipment event support and event recordings. Manage audio and video production, mixing, and audio and video recording of on-site events. Troubleshoot integration and operational problems. Assign and integrate appropriate equipment for the task and operate equipment when necessary. (20%) Assist faculty, staff, and visiting presenters on use of endpoint technology (laptops, tablets, phones, etc.), as well as presentation media equipment (projectors, Crestron devices, solstice pods, Apple TV’s, etc.) and troubleshoot problems during presentations. Assist the faculty and other users in specific media hardware or software related presentations. (20%) Provide support for other related IT staff in the field and verify issues prior to escalation. Assist with the network configuration of devices including working with system administrators when deploying new technologies and network upgrades as well as troubleshooting server and/or network access issues on devices. Assist faculty and staff with support of non-standard applications and assess if the problem is related to computer, network, or AV infrastructure. (15%) Assist Technology Services & Application Support Specialists in support of institutionally owned hardware of all types. Assist with the deployment of computers, networking cables, and configuration of space when upgrading existing labs and new deployments. Assist with performing hardware repairs as needed on all endpoints including computers, tablets, and printers. (10%) Serve as an escalation point for the Helpdesk Support Specialist as well as IT student workers, especially with walk-in tickets. Provide support for both standard and complex hardware and software issues. Track common issues and document solutions using Team Dynamix and other supported systems. Share documentation with other technicians as well as Helpdesk Support Specialists so more issues are resolved on first contact. Create self-service knowledge base articles for Team Dynamix. (10%) MARGINAL DUTIES: 1. Perform all other duties as may be required. Education and Experience Associate’s, vocational, or technical school degree from an accredited institution required. Bachelor’s degree preferred. One to three years’ experience working in a technology support position. Intermediate experience with media presentation technology and video editing. Basic knowledge of endpoint computer technology. Supplemental Information PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sitting in a normal seated position for extended periods of time Reaching by extending hand(s) or arm(s) in any direction Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard Communication skills using the spoken word Ability to see within normal parameters Ability to hear within normal range Ability to move about DISCLAIMER: This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required.
