Classroom Support Technician
Position Number: 00105233
Primary Function of Organization Unit: DELTA's role within the Office of the Provost is to foster the integration and support of learning technologies in NC State's academic programs, both on the campus and at a distance. We coordinate the funding and production of all distance-based credit programs and courses for the university, and promote high-quality education by extending the reach of the faculty and collaboratively applying expertise in technology and pedagogy in an efficient, effective, and service-oriented environment.
Essential Job Duties: This is technical work providing consultation, support, and/or training to end-users/clients of computer or other technology-based systems. Employees provide basic support of hardware, applications and operating systems, and networking for a Distance Learning infrastructure. This function requires a broad understanding of a variety of technologies to effectively support end-users/clients; operates/demonstrates the use of digital imaging/production equipment. These employees are not usually involved in application development, system integration or network design/analysis. This work requires particularly strong communication skills, an ability to effectively interact with a broad range of end-users/clients and an ability to use a variety of technical resources for providing this support. Employees at this level may provide routine support for a wide range of technologies, or may provide in-depth support for a more narrowly defined area of technology. Understands basic operation of the functional unit and accurately describes menu of services to customers. Exhibits awareness and commitment to the mission and goals to the department. Learns and applies new procedures and technologies relevant to work. The Technology Support Technician under general supervision, performs a wide variety of moderately difficult digital media/production tasks including, but not limited to, providing support for Distance Learning Classrooms, capturing and/or streaming live on campus classes, assisting faculty with computer applications, and ensuring faculty has all that is necessary to teach both the face-to-face class but also to effectively capture the class for online distance education viewing and instruction; assists with technical work involving digital media production and duplication activities; assists with remote captures, post production editing, and duplicating of instructional media and special presentations; operates/demonstrates the use of digital imaging/production equipment, Media Enhanced Classrooms (MECs) and Central Control Room support applications; performs other job related duties as required. The incumbent will assist in the demonstration of equipment use to other personnel at various organizational levels on a wide variety of digital media projects. Serves as a productive project team member by completing assigned tasks. Actively participates to ensure project success. Completes project responsibilities independently and effectively. Ability to provide oversight for project(s) and all related activities in that setting to include quality assurance and safety. Ability to coordinate and manage facilities, equipment, supplies and related resources as necessary for the project. Ability to monitor environmental risks, if any and quality control. Ability to establish a set of tasks and activities associated with an intended outcome and timeline. Ability to ensure actions are performed and/or implemented to achieve the results of the project. Exhibits basic knowledge of technology principles and terminology associated with the work unit. Understanding of basic troubleshooting techniques and principles. Research and stay apprised of developments in digital media and interactive technologies related to (but not limited to) web conferencing, video conferencing, video streaming, audio and video capture, editing and processing hardware and media asset management. Demonstrates substantial working knowledge as demonstrated by an understanding and use of the principles, theories and practices pertinent to area of responsibility. Possession of a designated level of technical skill or knowledge in a specific technical area(s) and the ability to keep up with current developments and trends in areas of expertise. May be acquired through academic, apprenticeship or on-the-job training or a combination of these. Possession of a designated level of technical skill or knowledge in a specific technical area(s) and the ability to keep up with current developments and trends in areas of expertise. Familiarity Video encoding, Knowledge of video codecs and compression, specifically H.264, Knowledge of IP protocols, Understanding of Windows services, registry, and application structure. Resolves routine problems based on existing documentation, training, resources, etc. Solicits relevant information from client in order to sufficiently describe non-routine problems to technical expert, and effectively communicate solution to client. Provide related IT support as required for classroom use of computer equipment, including basic adjustments to classroom and laptop computers, including image adjustments as needed. Troubleshoot problems with equipment, including making diagnoses of and rapid response to problems facing users of multimedia equipment. Works with departmental local support personnel to ensure timely support. Ability to understand internal/external customer technologies and problem resolution techniques. Ability to communicate effectively with customers. Ability to listen to symptom descriptions; to analyze problems; to respond effectively and to provide constructive feedback to the client on problem resolution. Provides service to internal and external customers to satisfy their needs and expectations. Listens to concerns and resolves complaints effectively and promptly. Responds courteously in all interactions and provides timely assistance. The position provides a support contact for faculty, graduate students, and other users of the Media Enhanced Classrooms (MECs). The position provides setup and take down support for multimedia events, primary equipment maintenance, emergency troubleshooting support, and operational support as needed. The position provides training to the users of the Media Enhanced Classrooms and IT equipment and assists with the supervision of temporary support personnel, including work-studies assigned to assist with supported events. Ability to communicate and explain technical information as a technical resource to others. Demonstrates customer service with the ability to interact with diverse constituencies; Responds in a timely, polite, complete and accurate way to all internal and external customers. Ability to develop and maintain strong relationships with clients (those who buy goods and services, and for whom formal professional services are rendered) or customers (those who consume goods and services) by listening to the client/customer and understanding and responding to identified needs. Demonstrates courtesy and respect when working with peers and clients in order to develop a positive working relationship. Participates and contributes to developing meaningful solutions for team. Accepts responsibility for personal actions and impact of actions on the team and participates in team efforts. Ability to actively participate as a member of a team to move toward the completion of goals. Ability to establish, and cultivate cooperative working relationships with faculty and staff reflecting a service attitude. Note: Position requires onsite support and travel to NC State University customer sites.
Department Required Skills: - Possess general knowledge of digital media/production equipment; equipment used in media presentations, teleconferences, duplication and integrated media systems. - Good understanding of video, audio, encoding equipment (such as Sonic Foundry Mediasite and NCast), as well as instructional classroom tools like PCs, MACs, Smartboard, Polycom, projectors and displays. In addition, the incumbent must have a basic understanding of control systems and support software (such as Crestron or AMX, Windows, Notebook, MATLAB, MS Office, Adobe, etc.) The incumbent will also be expected to learn other technologies and implement effectively to capture courses. - Demonstrate sufficient skills and ability to operate a keyboard, mouse, and joystick at a rate for successful job performance; - Must possess excellent customer service skills that are implemented to assist faculty, students, and visitors to the classroom with whatever challenges may arise in regards to instruction in the classroom and the effective capture of the class material. - Good working understanding of Polycom and other H.323 videoconferencing systems so that excellent picture and sound can be recorded or transmitted to and from remote locations.
Preferred Experience, Skills, Training/Education: N/A
Necessary Licenses and Certifications: NC Driver's License is required and must be maintained as a condition of employment.
AA/EOE: NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran.
Individuals with disabilities requiring disability-related accommodations in the application and interview process, please call 919-515-3148. Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. If highest degree is from an institution outside of the U.S., final candidates are required to have their degree verified at "www.wes.org":http//wes.org. Degree must be obtained prior to start date.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.