ClassTech Support Analyst

This position provides consultation, tier 1 & 2 support, and training to end-users of classroom technology. Supported technologies include desktop/laptop computers, room control systems (Crestron/Extron/AMX), projection equipment, LCD displays, sound reinforcement systems, lecture capture systems, video conferencing, document cameras, and other audio-visual components.

This position provides support for deployed AV hardware, computer operating systems, wired networks, and frequently used desktop applications such as MS Office and Zoom. The successful employee will leverage a variety of technical resources in order to provide high-level support of technology and clients. This is not a traditional desk job, as employees are frequently required to move around campus on foot and in work vans.

This work requires strong communication skills and the ability to effectively interact with a broad range of faculty, staff, and students both in person as well as using several digital platforms. This position also requires the supervision and mentoring of up to 20 part-time student technicians.

Technical Knowledge: 20% of Effort
Individual must have a working knowledge of audio visual technology used in a classroom setting. These include projectors, LCD displays, visual presenters, audio mixers, sound reinforcement systems, av control systems, touch panels, and desktop computers. The individual must have an understanding of control systems so they can troubleshoot the operation of classrooms. The position also requires the individual to have desktop support skills which includes knowledge of desktop imaging solutions like Microsoft's WDS and KBox, desktop management tools like Microsoft's SCCM and a working knowledge of MS Office products. The position also requires knowledge of TCP/IP principles that include but not limited to hostname registration, DNS and DHCP.


Specific technology the individual must have knowledge of is documented in the attached file titled "Technical Knowledge".

• Works closely with tier 3 support and ClassTech management to coordinate support and improvements across the institution as needed.


• Documentation of standard and more complex technical processes within ClassTech's internal knowledge base for reference and training purposes.


• Stays aware of AV industry trends and solutions within higher education by attending conferences, individual research and completion of industry certifications.


• This position conducts training and produces documentation on how to use classroom and conference room technology as needed for university faculty and staff.
  
  
  • Train and mentor student employees with limited technology support experience. Student training includes imaging PCs, providing desktop support, and end-user support for the audio-visual components of the classrooms and conference rooms.
  
  

Project Management: 10% of Effort
Proactively establishes a positive relationship with faculty using supported classrooms by demonstrating a sense of urgency in interactions with clients. The employee uses tools, such as the ServiceNow call-tracking system, to oversee the problem resolution process and ensure that client problems are resolved efficiently. The employee will utilize project management software, Monday.com, to track and manage ongoing projects.

• Conduct site surveys, collect data, communicate necessary information regarding projects to management, and coordinate with units as needed.
  • Examples of these groups include Enrollment Management, ComTech, Facilities, DELTA, and the OIT Helpdesk.
  
  


• Oversees installation and technology implementation for planned projects during designated maintenance windows.


• Verifies completion of installations and certifies functionality of classroom systems after installation and/or system upgrades.


• Analyzes evidence and identifies opportunities to improve processes and procedures related to ClassTech projects.


• Adherence to prescribed change management processes during system upgrades.

Technical Support: 30% of Effort
This position will independently resolve routine and non-routine problems. They will troubleshoot problems and perform diagnostics on software and/or hardware. They will interact with other team members and vendors as needed to resolve problems.

• Installation and maintenance of a wide range of technologies in the Classroom and conference room environments.
  
  
  • Audio visual control systems, projector and LCD displays, video conferencing and lecture capture hardware, room cameras and document cameras, Zoom rooms, speech and audio amplification, microphones, and speakers.
  
  
  • Desktop computer support in the classroom environment
    
    
    • Configuration, imaging, and deployment of Classroom PCs
    
    
    • Coordination with Managed Desktop Specialists to update task sequences and package software.
    
    
    • Deploying and supporting software to PCs based on faculty and end-user requests.
    
    
    
    
  
  
  
  


• Employs incident management processes within the ServiceNow platform to investigate incidents, document problems, communicate with end users, and identify trends that may indicate larger problems.


• Coordination with other units on campus as needed to resolve incidents.
  • Examples of these groups include Enrollment Management, Facilities, DELTA, and the OIT Helpdesk.
  
  

Technical Solution Development: 20% of Effort
Demonstrate a working knowledge of AV technology principles and systems in classrooms with the capability of supporting these technologies. A working knowledge of a content management systems like Drupal or Wordpress. Also a working knowledge of a call tracking system like ServiceNow.

• Documentation of standard and more complex technical processes designed to enable end users to effectively use the technology to meet their needs.


• Contribution to ClassTech's public knowledge base within ServiceNow using prescribed knowledge management principles to create, review, and implement solutions.


• Ability to communicate complex technical information to a variety of supported users with limited technical knowledge

Planning and Organizing: 20% of Effort
The individual must be able to work independently and be able to manage their time appropriately. They must be able to prioritize support instances and deploy available resources as needed. The employee must be able to communicate priorities and technical information to student workers and clients. They must keep management apprised of issues in the field and monitor the ClassTech ServiceNow Assignment Group.

• Takes responsibility for all classroom technology in the employee's assigned zone.
  • Monitoring incidents in ServiceNow to respond to tech support requests promptly
  
  


• Plans organizes, and prioritizes work for themselves and the work of the student employees assigned to their zone.


• Proactively prepares a weekly report for management to identify challenges, successes, or improvements within the employees' assigned zones to management.

Minimum Education and Experience

• Associate's degree in Computer Science, Information Technology, or related discipline and one year of experience in the information technology field related to the area of assignment OR
  


• Bachelor's degree and one year of experience in the information technology field related to the area of assignment OR
  


• Bachelor's degree in Computer Science, Information Technology, or related discipline OR
  


• An equivalent combination of training and experience

All degrees must be received from appropriately accredited institutions.




Other Required Qualifications

• Experience installing and troubleshooting a variety of AV equipment including projectors, document cameras, control systems, and audio systems.


• Desktop support experience which includes application support, desktop imaging tools, and network configuration.


• Experience troubleshooting TCP/IP networking issues, as related to deployed AV equipment.


• Strong communication skills.


• Ability to establish and maintain effective working relationships with a wide variety of clients and coworkers.


• Ability to set his/her own priorities and meet project deadlines.


• Proven ability to learn technical skills.

Preferred Qualifications
If not currently adept at the qualifications listed below, the employee will be given on-the-job training opportunities, as well as coursework:

• Desktop support experience, including imaging computers, troubleshooting software installations, familiarity with Active Directory, and MS Office support.


• CompTIA A+ certification.


• Avixa CTS certification or Extron Certified AV Associate


• Experience troubleshooting network issues on an enterprise network, using monitoring software such as Wireshark.


• Experience in end-user training and documentation preparation.


• Experience using a call tracking system such as ServiceNow or Remedy.

Required License(s) or Certification(s)
AVIXA CTS
If not currently held, the employee will have 12-months to obtain this certification, with assistance from OIT/ClassTech.



Valid NC Driver's License required
Yes


Commercial Driver's License required
No