IT Support Technician

• As a IT Support Lead Technician and Subject Matter Expert (SME) to install, maintain, and troubleshoot advanced classroom, meeting, and event technology systems.
• This role bridges hands-on AV/IT hardware support with system administration, client documentation, and the mentoring of junior team members and student staff to deliver best-in-class service to faculty, staff, and students.

Core Responsibilities

• Provide advanced troubleshooting, field service, component-level repairs, and setup for high-profile/VIP events. Systems include Mac/PC hardware, learning management platforms, digital signage, unified communications, projection equipment, and AV control systems.
• Act as Technical Lead or SME on operational IT projects (lecture capture, streaming, signage). Partner with Desktop Services on Mac/PC image designs for classrooms and test/evaluate emerging educational technologies.
• Author comprehensive technical documentation and update internal standard operating procedures. Design and deliver written and video training materials for clients, junior staff, and student employees.
• Act as a backup Application Administrator for core services. Manage third-party classroom applications, configure complex AV presentation systems (lighting, sound, video), and maintain data structures within the team’s workforce management tools.
• Act as the primary internal escalation point for 1-2 specific technology areas (e.g., LMS, video production, streaming). Define business needs, handle top-level access configuration via GUI/command line, and identify cross-system compatibility risks.
• Direct, monitor, and evaluate the work of student employees and Level I Specialists.

• Advanced technical proficiency in audiovisual engineering, hardware setups (Mac, PC, projection, audio mixing), and video streaming/recording technologies.
• Experience with application administration, command-line interfaces, and web GUIs.
• Proven ability to apply independent judgment and improvisation in high-pressure event environments.
• Strong instructional skills for creating user documentation and training videos.