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Support Technician, AV

4 months ago

Durham, United States Duke University Full time
Analyst, IT (Support Technician OIT AV)

Office of Information Technology (OIT)

The Multimedia and Classroom Technology Analyst is responsible for the operational support of audiovisual equipment and other informational technologies used for Duke University teaching and learning spaces. Support may include installation/integration of audiovisual technology in a variety of physical locations. The position provides a support contact for faculty, graduate students, and other users of the University Multimedia-Equipped Classrooms. The Analyst provides setup and takedown support for multimedia events, primary equipment maintenance, emergency troubleshooting support, and operational support as needed. The Analyst assists in providing training to the users of the multimedia and IT equipment and assists with the supervision of support personnel, including temporary assistants and work-studies assigned to assist with supported events. The Analyst reports to the Manager, OIT AV. The primary duty post of the Analyst is the assigned zone on campus and will be called on to provide backup for other support zones as necessary.
Responsibilities:
  • Provide primary technical contact for just intime support, event support scheduling, event setup, and user training with the multimedia equipment, primarily within assigned support zone at Duke University. Assist classroom users of instructional technology in finding effective applications of the technology to teaching.
  • Assist in the installation and/or integration and ongoing support of AV technologies in teaching spaces, meeting rooms and collaboration spaces.
  • Work with AV integration group and AV Engineering to help coordinate installation and/or integration performed by external contractors. Ensure that installed AV systems meet campus and end user standards of functionality.
  • Support video teleconferencing throughout campus as needed, including the use of portable equipment. Troubleshoot problems with equipment, including making diagnoses of and rapid response to problems facing users of multimedia equipment.
  • Provide area support of digital capture programs in classrooms equipped with capture systems: oversee the collection of the necessary capture permission forms, schedule events in a timely manner, and make any necessary post-capture adjustments to the files.
  • Promote good working relationships with faculty, staff, and other users of multimedia equipment and help maintain close cooperation with the other support elements in the Link and supported spaces.
  • Work with OIT computer support personnel to maintain the computing systems in the managed multimedia enhances spaces. Image and maintain the classroom computers for refresh life cycle.
  • Assist with the checkout and support of portable equipment in a variety of teaching locations, including digital media equipment, laptop carts, portable smart systems, and other instructional technologies. Provide routine preventive maintenance on equipment as needed.
  • Organizational skills, ability to communicate to team members, ability to think and work independently, problem-solving and troubleshooting skills, professional-level interaction with clients and colleagues, ability to lift 50+ lbs., and climb ladders.
  • Installation, configuration, integration and test of videoconferencing, audiovisual equipment (video conference, multimedia, audiovisual, projection systems, displays, cameras, microphones, integrated A/V systems, document cameras, streaming technologies, etc.) and collaboration technologies
  • Executes all aspects of videoconference support including call set up, end user training, troubleshooting, and follow through on escalation of issues.
  • Provides consultation and education to all levels of end users on presentation technologies.
  • Troubleshoots audiovisual and videoconferencing related technology (various projectors, control systems, audio and videoconferencing).
  • Maintains understanding of current and new presentation technology.
  • Report on the effectiveness of instructional technology equipment trials and provide recommendations for introduction of new instructional technologies to general use within instructional spaces. Advise OIT AV Management in Classroom Support Services regarding equipment needs during the budget planning process and assist with the assessment of new equipment offered by multimedia contractors and suppliers.
Education:

Required: BA/BS or an equivalent combination of relevant education and experience.

Preferred: BS or higher degree with concentrations in Computer Science, multimedia systems, or related information technologies or instructional technologies.
Experience:

Required: Two to five years' experience in either information systems or instructional technologies with some experience in network support, desktop computer support and/or instructional system support. A working knowledge of teleconferencing systems, over IP, is a significant plus.

Preferred: Experience in higher education and instructional technologies, particularly with integrated systems. Experience with Crestron control systems, particularly control system coding and Crestron programming certification is desirable. Experience with database management, specifically FileMaker Pro is desirable, as is familiarity with the MS Office suite of word, excel, presentation, and MS Teams software. Other desirable experience includes Panopto or related software, digital editing software such as Audacity and graphics development tools. Experience with remote management tools is a plus. Experience with wireless networking is a plus. Experience with web conferencing and video teleconferencing equipment. Some experience in IT support for desktop and laptop computers is highly desirable.

Audiovisual industry certification desired, but not required (InfoComm International CTS or CTS-I)
  • Strong customer service and communications skills required
  • Working knowledge of Microsoft Office (Word, Excel, Lync, PowerPoint, Outlook)
  • Ability to facilitate tasks with internal and external staff to assure meeting and event success
Working Conditions
  • First shift; evening or weekend hours for special projects as required.
  • Must be able to work in an environment in which exposure to materials containing dust and mold is possible
  • Normal office environment
  • Occasional weekend shifts required
  • Occasional travel required


Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collectivesuccess depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke Universityand Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.