Position Overview

Primary Function:

The Technology Access & Support (TAS) Technician is an IT professional who serves as the first point of contact for users who need technical assistance via phone, email, or in person. In addition, the TAS Technician provides technical assistance on computer systems not limited to Windows or Apple desktops, laptops, mobile devices, and peripherals. Media assistance such as audio/video setups, video editing, sound system preparation, and event support with microphones is a significant responsibility of this role. Scheduled nights and weekend events will be required of this position to provide media assistance, setup, and onsite operations.

Career Band: NE8

Position Description

Typical Duties & Responsibilities:

The duties and responsibilities of the IT Help Desk Technician bestow accurate and exceptional assistance to users in a timely, patient, and friendly fashion.

Duties include but are not limited to:

Provide training and support to end-users on computer hardware, software, and media operations.

Install, configure, test, maintain, monitor, and troubleshoot hardware, software, networked products, audio-visual equipment, event setups, and meeting spaces.

Perform onsite analysis, diagnosis, and resolution of complex technical issues, including remote assistance.

Respond to incoming calls, emails, and in-person inquiries regarding technical Campus issues.

Utilize the Help Desk ticket management system (KACE) while attentively taking responsibility for assigned trouble tickets.

Document all user interactions, troubleshooting steps, status, and resolutions of assigned tickets.

Assist users with security implementations such as two-step verification, the Sewanee password reset portal, Sophos Antivirus software, and secured Zoom sessions.

Be proficient in Google Workspace applications such as but not limited to Google Mail, Google Drive, Google Calendar, Docs, Sheets, and Slides.

Document and maintain asset records and inventory in the KACE management system.

Troubleshoot common network issues related to onsite user workstations, and media devices.

Troubleshoot audio-visual systems in classrooms, labs, meetings, and event spaces.

Maintain preventative maintenance on all audio-visual equipment.

Aid with lecterns and equipment enclosures for audio-visual systems.

Install structured and temporary wiring solutions for classrooms, meeting rooms, and event spaces.

Facilitate live web streaming of major University events.

Set up, configure, test, and operate a variety of audio-visual equipment in support of University special events.

Video record and post-produce lectures for University events.

Provide media support on the weekly scheduled night and weekend events.

Judgment Required:
Judgment and discretion regarding the use of established policies are required to perform the essential duties of this position.

Budgetary Responsibility: None.

Personal Interaction/Communication:

Student Contact: As needed to help with personal computer/mobile device troubleshooting or general inquiries. Internal: As needed to help with University events and personal computer/mobile device troubleshooting or general inquiries. External: As needed to help with personal compute/ mobile device troubleshooting or general inquiries. Communication with vendors relating to hardware and software support and troubleshooting as required. Attributes of a Successful Candidate

Education:

Associate, technical vocational degree, or equivalent years of work experience.

Experience:

1-2 years experience working in a technical Help Desk environment.

Job-Related Skills:

Excellent technical knowledge of Windows, Apple, and network applications.

Exceptional customer service skills.

Effective interpersonal and relationship-building skills.

Keen attention to detail with the ability to meet project and ticket deadlines.

Ability to work in a team-oriented and collaborative environment.

Ability to effectively prioritize and execute assigned tasks during high-volume times.

High level of communication skills, both verbal and written.

Knowledge of lighting and audio equipment usage, camera operation and video editing, digital and analog audio mixing, web streaming, media control systems, audiovisual equipment installation, and usage is desired.

Qualifications:
Qualifications, Licenses, and Certifications:

Associate, technical vocational degree or equivalent years of work experience.

1-2 years experience working in an Audio Visual environment.

Excellent technical knowledge of Windows, Apple, and network applications.

Exceptional customer service skills.

Effective interpersonal and relationship-building skills.

Keen attention to detail with the ability to meet project and ticket deadlines.

Ability to work in a team-oriented and collaborative environment.

Ability to effectively prioritize and execute assigned tasks during high-volume times.

High level of communication skills, both verbal and written.

A+, Network+, Microsoft, Security+, AVIXA CTS, and Apple certifications are a plus.

Knowledge of lighting and audio equipment usage, camera operation and video editing, digital and analog audio mixing, web streaming, media control systems, audio-visual equipment installation, and usage is desired.

Ability to effectively communicate with persons involved in staging University events and with external technology-supported providers.

Supplemental Information

Confidential Information:

System and user passwords, access to confidential files, file server access, access to keys and all campus areas, and access to confidential and high-profile meeting information.

Working Environment:

The TAS Technician will experience a fast-paced educational environment involving multiple trouble tickets, calls, emails, and walk-ins in a day. Lifting and carrying moderately heavy equipment is typical and frequent. Long periods in front of a computer display or setting up media equipment with frequent interruptions are likely. Scheduled nights and weekend events are possible and divided among the team.

Physical Requirements:

Must be able to lift and carry between 20 – 50 pounds.

Occasional use of a ladder is required.

Any additional requirements specific to this position:

• Scheduled weekly nights and weekend events are likely and divided among the team.

DEI Institutional Statement:

At the University of the South, our commitment to inclusion and belonging is grounded in our core values of community, courage, flourishing, and inquiry. We seek to build a community enriched by our diversity and centered on equity, justice, mutual respect, and shared responsibility.

Equal Employment Opportunity:

The University of the South is an equal-opportunity educational institution that is committed to creating and maintaining a diverse and inclusive campus environment.