DescriptionResponds to first-level telephone calls, emails and tech support tickets for faculty, staff, students and guests encountering problems to provide quick resolution in classroom, lab and research spaces. Escalates issues according to protocol if unable to resolve the issue. Troubleshoots or repairs computer, printer or audiovisual system problems for warranty or out-of-warranty classroom, alternative space and research equipment. Provides training on using classroom technology equipment primarily during the first two weeks of each semester. Responds to and reports out-of-warranty repairs on systems, NOVA computer lab stations, and components in alternative learning spaces during times when courses are not in session. Uses proper equipment to test and document readings on the equipment; installs and configures replacement equipment, cables, audiovisual system controllers, and components as necessary; and provides support and CLA expertise to the assigned Classroom & Computer Lab Technologies (CCLT) Coordinator and other OTS support personnel when necessary. Work with CCLT Coordinators to ensure the project meets CLA and Towson standards. Works with the Manager of Technology, Facilities and Events, and the assigned CCLT Coordinator to do final quality assurance checks on all repaired or newly installed equipment. Assists with imaging all CLA classroom, lab and research computers. Configures specialty software to work with research equipment. Work with faculty, graduate assistant and/or CLA staff to ensure that specialty software works as intended. Configure iPads through JAMF with the appropriate specialty apps and settings for CLA courses, transfer advising and research. Update CLA Dean's Office websites and train CLA administrative assistants on using TU's website management software as needed.

QualificationsHigh School Diploma or equivalent and three years of experience with the types of hardware and software to be supported, two years of which included user support, user training, and/or programming. Familiarity with Crestron or Extron control systems. Ability to learn software/Crestron Control System programming. A thorough understanding of the principles of Audio/Video/Control system design and repair is required, preferably in a higher education setting. Must be capable of solving complex audiovisual challenges with minimal assistance and provide prompt solutions and workarounds for sensitive or critical engineering issues. Ability to program (or learn to program) Audio DSP systems including BSS, Bi-Amp, Q-Sys, Polycom, and more. Understanding operation and programming of Crestron control system programs and touch panel layouts is a plus. Experience with audio and video conferencing systems and adjusting common audio equipment and video display systems. The position requires the ability to manage multiple tasks simultaneously while prioritizing in stressful situations. Must have proficient use of personal computers including, PC, Mac and tablets; and programs such as Microsoft Word, Excel, PowerPoint, and Outlook. Excellent communication skills, especially writing end-user documentation, instructions, and procedures. Ability to work productively and exert tactful, collegial influence at levels ranging from Vice Presidents to IT coordinators working in colleges and departments. Ability to manage a large number of tasks, prioritize, and see them through to closure. Highly attentive to detail. Experienced with organizing, building or using task, time, or issue tracking systems to assist with time and project management. 
Preferred:Experience in a higher education environment, Microsoft Windows Hardware Certification, Crestron control system programming experience, and/or the ability to learn new software and programming techniques are also preferred. Additional certifications are desired but not required.

Except for qualifications established by law, additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.

A Criminal Background Investigation is required for the hired candidate and the results may impact employment.


Organization: Academic Affairs Division
Primary Location: Main Campus
Job Posting: Sep 20, 2019