Technology Support Technician

• Please submit two references, including names, position titles and company/institutions, phone numbers, and email addresses. One of which must be from current/previous supervisors.
• The Search Committee will not contact references without first verifying permission with the finalist.
• Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.
• Do not write ‘see resume’ on your application when completing the job duties section.
• When answering the supplemental questions, ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers (see job duties section of previous employment).

• UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits/benefits-overview, The primary purpose of the Technology Support Technician with Learning Space Technology at UNC Charlotte is to resolve all service requests reported via classroom intercom, phone, email, or the Classroom Support ticketing system (TeamDynamix). This position will provide accurate and courteous answers with timely call-backs for all service requests and maintain the established SLA’s for the team. Responsibilities include remotely monitoring device connection statuses using Crestron/Extron Fusion, Extron GlobalViewer, and other software tools to proactively resolve audiovisual (AV) device hardware issues. Creates user guides and FAQ documentation to assist customers with common support issues, trains faculty and staff on the proper use of AV systems, software, and hardware, and utilizes departmental project management software tools to provide updates, track project progress, and indicate completion of all assigned tasks. Utilizes departmental project management software tools to provide updates, track project progress, and indicate completion of all assigned tasks; troubleshoot, configure, and deploy AV devices, PC’s, intercoms, and network switches to support campus learning spaces. Troubleshoot, configure, and deploy audiovisual devices, PC’s, intercoms, and network switches to support campus learning spaces. This position will assist the audiovisual Integration team with installations during peak installation periods (rack building, AV system installation, projector mounting, etc.). Assist the AV Design team with design considerations and overall system design, especially when it pertains to classroom systems. Assist the Audio Visual Systems Engineer with control system maintenance as needed. Other tasks as assigned by the Classroom Support Manager and/or Director As part of its operational responsibilities, this position will provide audiovisual (AV) support for classrooms and events at The Dubois Center in Uptown Charlotte. While primarily based on the main campus, the position is expected to work at The Dubois Center approximately one day per week to support operations, maintain familiarity with the building’s unique classroom and event technology needs, and build strong working relationships with Dubois staff. Additional coverage at The Dubois Center may be required based on operational, event, and staffing needs. Minimum Education/Experience, Responsible for working with faculty and staff in the performance of duties as a representative of the Classroom Support group. This role requires strong customer service skills. The position provides tier 1 and 2 support of classroom computer and AV systems in all learning spaces at the University. This position also performs routine maintenance and room checks to test and resolve potential hardware and software issues. The position will serve as the Classroom Support Lead Technician during evening shifts and Saturday shifts, working with the student technician workforce to complete all assigned tasks and support tickets. Manage technical activities of student technicians. Assist them in growing their technical skill sets, provide training and leadership, and maintain accepted standards through management of quality assurance. Assess helpdesk tickets, support calls, and intercom help requests to appropriately assign and track assigned technician tasks. Utilize departmental project management software tools to provide updates, track project progress, and indicate completion of all assigned tasks Promote and develop the proper use of our support tools, including TalkMaster, Crestron Fusion, and Extron Global Viewer, which are utilized to monitor and report on classroom AV equipment for proactive maintenance and support purposes. Other Work Responsibilities

• Assist the AV Integration team with installations as needed during peak installation periods (rack building, AV system installation, projector mounting, etc.). Assist the AV Design team with design considerations and overall system design, especially when it pertains to classroom systems. Assist the AV Systems Engineer with control system maintenance as needed. Other tasks as assigned by department leadership.
• As part of its operational responsibilities, this position will provide audiovisual (AV) support for classrooms and events at The Dubois Center in Uptown Charlotte. While primarily based on the main campus, the position is expected to work at The Dubois Center approximately one day per week to support operations, maintain familiarity with the building’s unique classroom and event technology needs, and build strong working relationships with Dubois staff. Additional coverage at The Dubois Center may be required based on operational, event, and staffing needs.

Departmental Preferred Experience, Skills, Training/Education, * The Search Committee will not contact references without first verifying permission with the finalist.

• Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.
• Do not write ‘see resume’ on your application when completing the job duties section.
• When answering the supplemental questions, ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers (see job duties section of previous employment).
• UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits/benefits-overview

Graduation from high school and one (1) year in the field of technology related to the position’s role. Computer coursework may be substituted year-for-year for the required experience, or an equivalent combination of education and experience.

Journey level requires an additional six months of experience

Note: Some state job postings state you can qualify by an ‘equivalent combination of education and experience.’ If that language appears above, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both., * Audiovisual support experience in higher education

• Demonstrated customer service experience, preferably in a technical support role
• AV hardware and software certifications (AVIXA CTS, Extron, Crestron, Biamp, etc)
• Previous experience installing professional AV equipment (projectors, displays, control systems, AV switching and distribution systems)

Necessary Licenses or Certifications

• AV hardware and software certifications (AVIXA CTS, Extron, Crestron, Biamp, etc)

• UNC Charlotte Website
• HERC Job Board
• Inside Higher Education
• Mitratech Circa (formerly known as Local JobNetwork)
• Another Website
• Agency Referral
• Advertisement/Publication
• Personal Referral
• Other 2. Where did you learn about this posting? (Open Ended Question)

1. • Have you graduated from high school and have one (1) year in the field of technology related to the position’s role? Computer coursework may be substituted year-for-year for the required experience, or an equivalent combination of education and experience. + Yes + No
2. • This position is primarily based on the main campus and requires work at The Dubois Center in Uptown Charlotte approximately one day per week, with additional coverage based on event and staffing needs. Do you have transportation, and are you able to meet this work requirement? + Yes + No
3. • Do you have any experience using a ticketing system to prioritize requests, document your work, and escalate technical issues when needed? Please name the system you used, if applicable.
4. • This position is 100% in person, primarily on UNC Charlotte’s main campus, with work at The Dubois Center in Uptown Charlotte approximately one day per week. Telework or work from home is not available. Do you understand and agree to this work arrangement? + Yes + No
5. • Do you have hands-on experience troubleshooting audiovisual and computer systems in classrooms, meeting spaces, events, or similar settings? Yes or No? If yes, what equipment or systems did you support? (Open Ended Question)