Job Description
The primary role of this position is to provide end user support and technical support to the AV systems within a primary location as part of the support team for the Classroom AV Services department. This position will proactively and re-actively meet with faculty throughout the year to assist them with usage of the AV systems supported by CAVS. This position will periodically test the AV systems within a given area to ensure they are operating as intended. Some furniture relocation may be required to ensure classrooms are prepared to receive faculty and students. Preventative maintenance will be performed by this position on a frequent basis during system testing. This position will have a direct focus on the Connected Classrooms supported by CAVS.
This position will be responsible for troubleshooting classroom issues with hardware as reported by Tier 1 Technicians, found during routine testing, or reported by end users. Any issues reported need to be resolved ASAP. Should the issue be related to product failure, the person in this position will be responsible for swapping out the faulty product with a working unit and testing the system for full functionality. All issues and work performed should be tracked within the department's ticketing system. Further, any product inventory updates should be reflected in the department's asset management solution.
Position Responsibilities:
•Provide top quality customer service to end users proactively and re-actively
•Periodically test AV systems to ensure they are functioning as intended
•Provide guidance to Tier 1 Technicians
•Act as a subject matter expert for the AV systems we support
•Provide preventative maintenance to AV systems on a regular basis
•Effectively create and update help desk tickets
•Troubleshoot any reported or found issues in any of the supported spaces as assigned
•Assist in the Connected Classroom support through end user training and troubleshooting
•Update and help maintain an accurate inventory should system components need to be updated
•Install AV components as needed and perform a thorough test once installation is complete
•Assist on in-house AV installations when needed
•Ensure that classroom spaces are ready to receive faculty and students
Required Qualifications
•Experience in the AV industry
•Experience in customer support related to AV systems
•Experience in troubleshooting AV components and systems
•Experience documenting issues and resolutions through a ticketing system or email
•Ability to communicate effectively in oral and written form
•Ability to operate comfortably in high stress environments
•Experience with Windows, Mac, iOS, and Android computer systems
•Demonstrated ability work within a team and independently to achieve goals
•Must be able to move or lift a minimum of 50 pounds
•Must be able to work from ladders or scaffolding as required
•Valid driver's license
Preferred Qualifications
•Experience in higher education
•Vast experience with various web-conferencing and lecture capture applications
•Experience with lecture capture solution both hardware and software based
•Basic knowledge of AV signal flow
•Experience with use and programming of Crestron and QSC components
•Industry certifications are preferred
o Avixa – CTS, CTS-I, CTS-D
o Crestron
o QSC
o Other manufacturer certifications
•Basic IT networking experience
Pay Band
4
Appointment Type
Regular
Salary Information
Salary is commensurate with experience up to an expected budget max of $50,000
Review Date
Review of applications will begin on August 27
Additional Information
The successful candidate will be required to have a criminal conviction and driver's license check
Unable to Sponsor Work Visas
About Virginia Tech
Dedicated to its motto,Ut Prosim(That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is aninclusive communitydedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eightundergraduate colleges, aschool of medicine, aveterinary medicinecollege,Graduate School, andHonors College. The university has a significant presence across Virginia, including theInnovation Campusin Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerousExtension officesandresearch centers. A leading global research institution, Virginia Tech conducts more than $500 million in research annually.
Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, national origin, political affiliation, race, religion, sexual orientation, or military status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.
If you are an individual with a disability and desire an accommodation, please contact Robin Lucas ****** regular business hours at least 10 business days prior to the event.
