Information Technology Technician
The Meeting and Academic Support Technician reports to the Continuing Education Manager. This position is responsible for providing instructional technology support and front line customer service to faculty, students and meeting facilitators who use standard meeting rooms, ITV rooms, and computer labs at the Dixon University Center. This position will be responsible for hardware and software installation, problem diagnosis, and troubleshooting with classroom computing. This position will also provide technical assistance by working in cooperation with the other Meeting and Academic Support Technicians in the installation, operation and general maintenance of av equipment in the meeting rooms.
This position is a 4 day work-week with weekend and evening work. The Schedule is as follows:
- Installs, configures and upgrades hardware and software on computer lab PC's, meeting room PC's, and laptops.
- Creates active directory accounts for all computer lab users.
- Processes requests for assistance and support from classroom computing users, performs hardware and software installations and diagnostic procedures including the use of software utility programs to diagnose and troubleshoot problems.
- In accordance with the daytime meeting and class schedule, checks all classrooms and conference rooms before the scheduled start time to ensure the rooms are set up to the faculty/facilitator's satisfaction and that all audio/visual* equipment is present. This includes, but is not limited to: setting up and/or moving tables, chairs, carts and equipment; providing additional furniture that is needed; locating and obtaining equipment needed; making emergency copies of materials; retrieving faxes, rosters, schedules or other materials from the DUC office; or contacting the caterer, scheduling coordinator, security or maintenance for necessary assistance, etc. *Refer to DUC Set-up Standard Operating Procedures.
- Makes face to face contact with faculty/facilitator before the start of the meeting or class to ensure room and technology meets their needs.
- Assists faculty/facilitators to bring in and/or pack up and remove teaching materials from rooms. This may involve assisting to load or unload materials from a vehicle, distributing or collecting materials within a room or moving materials to a storage area for safekeeping.
- Provides training and technical assistance for users on a/v equipment, ITV equipment, computer labs, and web-based applications.
- In coordination with other Meeting and Academic Support Technicians, conducts quarterly preventative maintenance in all meeting rooms (standard, ITV, and computer labs). Records any known, unresolved av technical issues on a common spreadsheet and reports them verbally or via email to the Conference Services & Instructional Technology Manager.
- Communicates and works closely with AV vendors when contracted vendors are onsite to repair issues or install new equipment.
- Troubleshoots A/V equipment problems found by any of three meeting and academic support technicians or other clients and customers of the DUC. In the event that basic troubleshooting does not resolve the issue, contacts the Conference Services and Instructional Technology Manager to provide the next level of technical assistance through an outside vendor.
- Articulates and demonstrates any av technical issues occurring in classrooms/meeting rooms. Communicates problem areas with Conference Services & Instructional Technology Manager and also with av vendor via phone, email or onsite meetings.
- Records any known, unresolved av technical issues on a common spreadsheet.
- For all classroom/meeting room av/technology solutions, including but not limited to web conferencing; webcasting; videoconferencing; and computer labs:
- Test system/program at least one week AND one day prior to event or class
- Troubleshoot any issues discovered during test
- Train end users the day of the event or class
- Support the technology/program/end user during the event or class
- Follow up after the event or class with anything that requires next steps; ie: av vendor to come resolve a particular issues
*Audio/Visual (A/V) refers to LCD projectors, desktop and laptop computers, overhead projectors, TV/VCR units, microphones, ITV equipment and any other media-related equipment or programs used by faculty, students, or facilitators.
- An Associate's degree in information technology, media, or a closely related field.
- A minimum of two years experience in providing audio/visual equipment and computer technical and support services, including hardware and software installation, operation, troubleshooting, repair, and maintenance. Experience in both areas is preferred.
- An equivalent combination of related experience and training will be considered.
Essential Knowledge, Skills, and Abilities:
- Possess excellent interpersonal, customer service and problem solving skills.
- Knowledge of methods and procedures used in operating, repairing and maintaining all types of A/V and PC equipment.
- Ability to maintain effective working relationships with employees, instructors, students and other campus visitors.
- Ability to function independently and to handle multiple tasks in a rapidly changing environment.
- Ability to organize and prioritize requests to ensure smooth operation of Dixon University Center classrooms.
- Ability to comprehend and apply office procedures.
- Ability to communicate effectively both orally and in writing.
- Proficiency in operating Microsoft Office software applications, particularly Word, Excel, PowerPoint and Outlook, and the ability to learn specialized software programs.