1) Provides first-tier support to end users for either A/V or computing applications or hardware
2) Supports classroom Audio-Visual systems and provides Audio-Visual support for events at the Law School
3) Simulates or recreates a range of straightforward user problems to resolve operating difficulties
4) Performs analyses and assists in a variety of IT and AV support activities including, but not limited to: providing routine AV support for academic activities; providing routine AV support for events including audio mixing and/or video recording and providing basic editing functionality; providing support to end users in problem resolution; guiding end users through troubleshooting procedures; and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
5) May perform upgrades to hardware and software
6) Recommends systems modifications to reduce user problems. Researches and analyzes products and systems available in the marketplace and makes recommendations to management
7) Maintains currency and high level of technical skill in the IT and AV support field
1) Working understanding of current supported hardware models, including, but not limited to Dell desktops and laptops, Lenovo laptops, Apple iPad, iMacs and MacBooks as well as standard accessories, such as monitors, keyboards, mice, docking stations, printers and scanners.
2) Working understanding of printing, including HP printer hardware, including multi-function machines, general troubleshooting, toner replacement, jam clearing, printer drivers and queues.
3) Understanding and expert level competence with Windows, Mac OS, and iOS including the ability to install/update drivers and other system patches as necessary and appropriate.
4) Operational understanding and advanced user skills with Microsoft Office (Word, Excel, PowerPoint, and Outlook), Adobe Acrobat, Mozilla Firefox, Internet Explorer, and Google Chrome.
5) Advanced level hardware troubleshooting, including running appropriate vendor diagnostics and third-party tools, with the ability to follow the RMA/Warranty repair process with the vendor to resolve the problem for the user.
6) Advanced level software troubleshooting, such as repairing corrupt installations, updating versions of outdated software, virus and malware scanning, or following through the technical support process with the software vendor if necessary.
7) Operational understanding of audio-visual control systems, such as Crestron or AMX hardware; ability to assist users presenting in an academic or event format.
8) Operational understanding of audio production, including microphones (for speech assistance and recording) and audio mixing.
9) Operational understanding of video production, including cameras and basic editing.
10) Superior customer service skills: professional appearance and demeanor at all times, and to represent the Law School and the Department in the best possible light.
11) Ownership of issues: If an issue is not an IT issue and requires engaging another department or vendor to resolve, following up with that department or vendor if necessary. Circling back to the user to ensure their problem was resolved by the other party, not simply passing the user along to someone else, internally or externally.
12) Timely responses to user phone calls or e-mails, as well as expedient implementation of solutions. Tickets should be resolved as quickly as possibleâ”but must resolve the issue or be escalated.
13. Compliance with internal Departmental and Law School polices.
1) Bachelor's degree
1) 2 years of user support experience, including hardware and software troubleshooting
2) 2 years of A/V experience, including audio-mixing and recording
2) Cover Letter
NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application
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