ClassTech Support Manager
PG190945EPInternal Recruitment :
ClassTech Support ManagerAnticipated Hiring Range:
$55,000 - $57,000Work Schedule:
Monday-Friday, 7:30am - 4:30pm (adjustable as dictated by unit needs)Job Location:
Raleigh, North CarolinaDepartment :
Office of Information Technology, Technology Support ServicesAbout the Department:
NC State’s Office of Information Technology (OIT) provides campus-wide computing, information and communication technology services in support of the university’s academic and administrative goals. As part of this division, Technology Support Services (TSS) provides a variety of technical support (hardware, software, etc.) and consulting services for the NC State University campus community. Significant areas of support include:
- Campus desktop environments
- Email, calendaring, and campus Web environments
- Enterprise applications
- Learning space design, support, and consultation
- Student-focused computing
- Problem-ticket tracking and IT service management tools through the ServiceNow system
- Hosted server and application services
Classroom Technology (ClassTech) falls under Learning Space Support within TSS. ClassTech provides AV technology design and integration services and supports the use of classroom technologies in learning spaces across campus. The team also maintains workstations in Unity Labs and Training Labs. ClassTech supports technology in 220+ classrooms, conference rooms, and specialty spaces on campus. Installed technology includes, but not limited to, projectors, document cameras, computers, laptop connections, touch panels and in some cases classroom capture devices.Essential Job Duties:
Technology Support Services (TSS) is seeking a qualified, highly motivated and self-driven individual to manage daily support operations for the Classroom Technology Unit (ClassTech). The ClassTech Support Manager will coordinate the support of faculty and students who use the 282 spaces that ClassTech supports. ClassTech employs three full-time support staff and approximately 30 student workers, who are directly involved in responding to customer reported issues, performing regular room checks, and performing life-cycle replacements. Also, this position is responsible for coordinating asset management for ClassTech, which includes documenting and reviewing processes for equipment receiving, deployment, and surplus.
The ClassTech Support Manager is responsible for hiring, scheduling, training and evaluating both full-time and part-time support staff. The ClassTech Support Manager is expected to mentor staff on how to exhibit strong customer service skills including the ability to constructively, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions. The position is also responsible for ensuring that end-user requests for consultation, support, and training are attended to in a timely manner. The supported technology can include, but is not limited to: desktop/laptop computers, room control system, projection equipment, LCD displays, sound reinforcement systems, lecture capture systems, and document cameras.
This position will partner with the TSS Help Desk Manager to assure that issues reported to the Help Desk by ClassTech end-users are resolved as quickly as possible. Also, the ClassTech Support Manager will work to ensure that the level of service being provided is meeting management’s expectations. There is an expectation that this position will identify strategic improvements to the support service and provide feedback to the ClassTech Design team on methods to improve the overall ClassTech service.Other Responsibilities:
The employee may be involved in the integration of technology in classrooms. This involves installing and testing equipment and all cabling needs.Minimum Education and Experience:
Bachelor’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 an equivalent combination of training and experience.Other Required Qualifications:
This work requires particularly strong communication skills, an ability to effectively interact with a broad range of faculty, and an ability to use a variety of technical resources for providing this support. Employees at this level may provide routine and non-routine support for a wide range of classroom technologies. This position is responsible for oversight of projects, including life cycle replacements, new room integrations, and software upgrades.
The employee should be able to establish and maintain effective working relationships with a wide variety of clients and coworkers. The employee should have the ability to set his/her own priorities, meet assigned project deadlines, as well as meeting management dictated departmental goals for timely resolution of client trouble tickets. The employee must have a proven ability to learn technical skills, and application of those skills if called upon.
While this is a management role at its core, the employee may provide support of hardware, desktop applications (MS Office, etc.), operating systems, and networking in the classroom. This position requires a broad understanding of a variety of technologies to effectively support staff activities/processes and end-users.
Additional Required Skills:
- Experience with a call tracking system like ServiceNow, Remedy, or similar.
- Knowledge of Audio, Video, Video Conference, and Control Systems.
- Experience testing and troubleshooting cabling and audiovisual equipment.
- Knowledge & experience with Windows desktop operating systems and desktop business software, Windows 10 and Microsoft Office.
- Knowledge & experience with Macintosh desktop operating systems and desktop business software, such as Mac OS 10.14.X and Microsoft Office.
- Excellent verbal and written communication skills; including communicating technical information in terms understandable to the end user.
- Excellent customer service skills; including diplomatically, patiently, and successfully handling complaints, problems, questions, conflict, and suggestions.
Supervisory experience – This is a dynamic, and unique work environment, that will demand a candidate that can adapt quickly in order to be successful.
Previous experience working in a call center, or help desk.
Desktop support experience, including imaging computers, troubleshooting software installations, and MS Office support.
Project Management experience, even at a lower level. This position will assist the Design Project Manager with coordination of internal projects related to life-cycle processes, room integrations being carried out by ClassTech, surplus processes/activities, as well as asset management protocols and oversight.
Prior experience in end-user training and documentation preparation.
Experience with wired and wireless networks, IP Addresses, and DHCP.
Knowledge of Installation and mounting of AV equipment such as projectors, projector screens, Flat panel LCDs, brackets, etc.
General knowledge of construction/infrastructure & the AV industry.
Experience with Google products such as Google Doc, Google Mail, Google Drive.
Knowledge of the operation of computer-based and integrated audiovisual learning environments
Familiar with managing Windows using Group Policy, Imaging, and other tools.Required License(s) or Certification(s):
The successful candidate will either [currently] hold a CTS certification from AVIXA, or be prepared to complete the certification process within the first 12 months of employment.
North Carolina Driver’s License is required and must be maintained as a condition of employment.Valid NC Driver's License required:
YesCommercial Driver's License required:
NoJob Open Date:
05/10/2021Anticipated Close Date:
Open Until FilledSpecial Instructions to Applicants:
Applicants are required to include a resume, professional references and cover letter along with their online application.Position Number:
EHRA Non-FacultyFull Time Equivalent (FTE) (1.0 = 40 hours/week):
12 Month RecurringMandatory Designation - Adverse Weather:
Mandatory - Adverse WeatherMandatory Designation - Emergency Events:
Non Mandatory - Emergency EventIs this position partially or fully funded on ARRA stimulus monies?:
513001 - Technology Support ServicesAA/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.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or [email protected] 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 equivalency verified at www.wes.org or equivalent service. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
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.