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Classroom Support Specialist / Lead

Employer
Albany State University
Location
Albany State Rec. Location

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Job Details

Job Title: Classroom Support Specialist / Lead
Location: Albany State Rec. Location
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 253681
About Us

Albany State University is a fully accredited senior unit of the University System of Georgia. Employees receive benefits provided by the University System of Georgia, including, but not limited to, medical and major medical insurance, group life insurance, participation in the Georgia Teachers' Retirement System, Optional Retirement Plan (Faculty and exempt employees only), Social Security and Tuition Assistance Program after six months of employment.

Location

Our West Campus is located at 2400 Gillionville Road, Albany, GA 31707. Our East Campus is located at 504 College Drive, Albany, GA 31705. The Human Resources office for both campuses is located on the West Campus in Building K, Suite 111.

Job Summary

This position reports to the ITS Director of Client Services. The Classroom Support III/Lead position is responsible for all classroom technology used throughout the University as well as supporting events with Audio/Visual, streaming technology and technical expertise. As the Lead technician this position will establish, prioritize, and supervise all tasks relating to Classroom Support, via phone, remote computer access and in person on campus. This includes operating, maintaining, distributing, installing, configuring, repairing, and upgrading various electronic products while ensuring their optimal performance. This person will also troubleshoot problem areas in a timely and accurate fashion and provide end-user training and assistance where required. This position will lead Classroom Support I & II staff in their day-to-day operations owning their projects, solutions, and responsibilities within the larger ITS division. The Classroom Support III / Lead will partner with internal and external teams to accomplish the objective and goals of ITS and the University. This position will serve as a mentor to other Classroom Support staff and student assistants within ITS.

Responsibilities
    Serve as the Lead for Classroom Support to all faculty, staff, and students across the University with the highest level of customer service possible.Provide direction, and supervision of day-to-day operational and technical support to members of the classroom support team, mentor, coach, create work assignments; establish priorities; monitor, review, and supervise completion of assignments on time; assist Client Services Director in conducting performance evaluations and initiating corrective actions; training staff on new systems; and developing professional growth opportunities.Oversee scheduling, prioritization, and timely completion of service calls, work orders, and projects and coordinate and escalate support issues with other IT units.Evaluate industry best practices through the entire technical support process and develop SLAs.Regularly evaluates Classroom Support staff performance and effectiveness, make adjustments as necessary.Meet with departments to analyze functional needs, recommend, and deploy equipment and software to meet clients' needs.Advise on new audio/visual purchases and collaborate with the Director of Client Services for the acquisition of audio/visual products for faculty & staff.Inspect and verify all AV deliveries upon receipt.Tag or label AV equipment owned by the organization; periodically audit inventories to mitigate risk of damage or theft.Set up, configure, test, maintain, monitor, and troubleshoot teleconferencing equipment, multimedia switchers, wireless presentation devices, amps, mixers, audio dsp, televisions, projectors, speaker sets, digital cameras/camcorders, and etc.Perform onsite analysis, diagnosis, and resolution of complex AV hardware problems for a variety of end users and recommend and implement corrective solutions using appropriate testing tools.Document instances of AV equipment failure, repair, installation, and removal.Build and maintain a spare parts inventory for all AV equipment.Handle incoming booking requests for AV equipment and setups.Manage a SharePoint calendar with all pertinent events and dates.Manage IT event staffing and verify that all necessary events are appropriately staffed.Routinely follow up with customers to identify areas of improvement.Provide necessary reports and data related to the Classroom Support team.Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.Engage in ongoing professional development activities.Identify and suggest possible improvements on procedures and processes.Supervises, schedules and trains student workers as assigned.Performs related duties and other duties as assigned.
Required Qualifications Bachelor’s degree or Associate degree and 7 years in relative work experience

5 years’ experience supporting audio/video and desktop support

Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for five-seven years

Obtain Commercial Crestron Programmer, Design, or Technician Certification within 6 months of position

Obtain HDI or A+, and a certification in video streaming solutions (e.g. VMix, OBS, etc.) within 1 year of position

Driver’s license in good standing

Preferred Qualifications CTS-D or CTS-I

Network+

Previous experience in supervision or managing of other employees

Proposed Salary

Salary range is from $45,000 to $57,000

Knowledge, Skills, & Abilities

KNOWLEDGE

Knowledge of information technology computer systems and software.

Excellent knowledge of current Audio/Visual equipment, standards, and protocols

Good knowledge of current network protocols, operating systems, and standards.

Comprehensive hands-on AV equipment operation and troubleshooting experience

Knowledge of audio/visual hardware, software, and peripherals.

Knowledge of technical documentation procedures.

Experience in process improvement methodologies.

ABILITIES

Ability to operate tools, components, and peripheral accessories.

Able to read and understand technical manuals, procedural documentation, and OEM guides.

Ability to conduct research into hardware products and issues as required.

Ability to manage team.

Experience in project management.

SKILLS

Skill in the provision of customer services.

Skill in oral and written communication.

Skill in identifying and solving problems.

Skill in effectively prioritizing and executing tasks in a high-pressure environment.

Skill in working in a team-oriented, collaborative environment.

Contact Information

For more information or questions about a job posting, please contact the Office of Human Recourses at (229) 500-2026, or by email at hrasu@asurams.edu. For technical support, please call OneUSG Connect Support at (877) 251.2644, or by email at sscsupport@ssc.usg.edu.

Equal Employment Opportunity

Albany State University is an equal employment, equal access, and equal educational opportunity and affirmative action institution. It is the policy our institution to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnical origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, AREA, ADA, E.O. 11246, and Rev. Proc. 75-50). Albany State University is an Affirmative Action/Equal Opportunity Institution. For questions or more detailed information regarding this policy please contact the Albany State University Office of Human Resources at (229) 500-2026. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact the Disability Resource Center at 229-500-3442.

Other Information

Work Conditions

The work is typically performed by standing, walking, bending, crouching, climbing a ladder or sitting at a desk.

This work is typically performed across both campuses and in various locations including outdoors

Weekend and after-hours work is required.

Sitting for extended periods of time.

Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

Occasional inspection of cables in floors and ceilings.

The employee frequently lifts light and heavy objects (up to 50lbs), climbs ladders, and uses tools or equipment requiring a high degree of dexterity.

Organization

Albany State University is a four-year institution in southwest Georgia offering undergraduate and graduate liberal arts and professional degree programs, and a wide range of outreach programs to the community. Albany State University is located in Albany, a progressive city of 100,000, on a 206-acre campus featuring impressive new buildings. The school has gained a reputation as the "Unsinkable Albany State" after surviving two major floods.albany_state_university1.jpg

Both traditional and non-traditional students make up the more than 4,000 students who attend Albany State. They come primarily from southwest and middle Georgia, Atlanta, other states in the U.S., and several foreign countries. The average student age is 24 and about 40 percent of the students live in on-campus housing.

Albany State offers more than 30 undergraduate degree programs, of which the most popular majors are biology, criminal justice, computer science, middle-grades education, business administration and nursing. The University offers six advanced degrees: the master of science in criminal justice, master of public administration, master of business administration, master of science in nursing, master of education in 11 majors, and an education specialist degree. The university also offers the Board of Regents' engineering transfer program and the dual degree program in engineering with Georgia Tech.

albany_state_university2.jpg

Students at Albany State stay busy after class by participating in 59 clubs and organizations including bands, choirs, religious groups, honor societies, several major Greek and honor sororities and fraternities, and ROTC. An NCAA Division II school, Albany State's intercollegiate sports include men's football, basketball, baseball, track and field, cross-country and women's basketball, volleyball, cross-country and track and field.

A historically black institution, Albany State was founded in 1903 as the Albany Bible and Manual Training Institute and supported by private religious organizations. It remained privately supported through 1917, when it began to receive state support and became the Georgia Normal and Agricultural College. It continued to grow and in 1932, when the Board of Regents was established, it became part of the University System of Georgia. The mission was expanded in 1943, and it became a four-year college and assumed the name Albany State College. In 1981 the college offered its first graduate program and in 1996 its name was changed to Albany State University.

Links

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