Job description

Duties: Under the general supervision of the IT Director of the Classroom Support group within the department of Client Technology Services, the successful candidate will manage customer relations and provide front line support for a fast-paced customer service technology group at the Wharton School.

The Tech Audio Visual serves as a primary technical resource to ensure that faculty, staff and guests are able to successfully utilize installed and portable audio-visual equipment during classes, conferences, and special events. This position will provide front line support if there is equipment failure, or when an end user needs assistance. Responsibility with completing room checks on a daily basis, answering emergency calls, completing scheduled jobs which include starting in room class recordings, assisting Faculty, Staff and Guest with logging onto the system and setting up the room technology to their preference, setting up microphones and speakers, respond to emails via our ticketing system, facilitating training sessions, initiating and supporting ATC and VTC sessions, troubleshooting problem equipment, which include assisting members of the System and Process group with replacing failed equipment, testing new equipment and technology solutions, assign staff members to scheduled events, attend planning sessions to answer questions and provide guidance on the technology services that we provide and can support.

Will be responsible for overseeing the management of Ticketing, Scheduling, and VCMS to ensure that client needs are met in a timely manner, re-evaluate our processes and systems, make suggestions for improvements and implement approved suggestions put forth.

Participate in cross-department and cross-university teams to evaluate, establish, and/or deploy new technologies or processes for the School, such as participating in evaluation teams, the Super User Group, special interest groups, and service teams.

Expected schedule is 7am to 3pm, Tuesday through Fridays, 8am-4pm Saturdays.

Qualifications: A Bachelor's Degree and 1 year of experience or equivalent combination of education and experience is required.
- Preferred Bachelor's degree and a minimum of 1 year experience in a large scale academic or administrative computing environment; demonstrated experience with systems analysis, support, and administration.
- Experience with audio-visual systems, sound reinforcement, video recording, and data projection and audio-visual setup is desired.
- Ability to work independently as well as on project teams, excellent interpersonal skills and strong customer service orientation for a wide variety of customers and colleagues, strong written and verbal communication skills, self-motivated and well-organized, ability to present technical materials clearly, ability to multi-task and work effectively within tight turnaround schedules, able to manage multiples projects/deadlines concurrently and to work effectively under pressure.
- Early shift, Occasional weekend and evening shifts; due to academic schedule, vacation may not be taken from mid-August thru September.

Reference Number: 07-27205

Salary Grade: 025

Employment Type: Non-Exempt

Org: Wharton Computing and Instructional Technology (WCIT)

Special Requirements: Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

Job Family: 7-Technical Craft




Diversity Profile: University



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Job No:
Posted: 10/25/2017
Application Due: 10/25/2018
Work Type: