IT Support Specialist

1 week ago

Long Beach, California, United States The California State University Full time
Job Title: IT Support Specialist

The California State University, Office of the Chancellor, is seeking a highly skilled IT Support Specialist to provide technical support for audio-visual, computing, and multimedia technology systems. The successful candidate will be responsible for providing subject matter expertise and technical support for onsite, offsite, and virtual web video streaming, web conferencing, and live production events.

Key Responsibilities:
  • Provide technical support for Chancellor's Office end-user computing devices, including setup, configuration, operation, and troubleshooting.
  • Support integrated AV technology systems, including complex design, planning, build, development, systems coding and programming, testing, vendor relations, operations, maintenance, reporting, logistics, implementation, and commissioning.
  • Perform technical programming of various complex, integrated multimedia systems and develop appropriate integrations between multimedia systems and other technology applications.
  • Support advanced AV system operation, troubleshooting, scheduled maintenance, inventory, software and hardware updates, technical troubleshooting and testing with other departments, inventory management, and reporting.
  • Provide sophisticated, technical event AV support, including onsite/offsite at the Chancellor's Office and various other locations, for a variety of audiovisual and other multimedia technologies.
  • Perform multifaceted technical event planning, logistics, and transport; equipment setup and breakdown; testing; video and audio production work; web and live streaming setup and operations and troubleshooting; lighting, ticket handling, reporting, inventory control, and other expert support as required.
  • Coordinate with outside vendors for external services such as transcription, streaming, subscriptions, equipment rental, maintenance, and service.
  • Provide technical support, operations, training, and administration of multimedia web-integrated technologies for Chancellor's Office clients, including web conferencing, webinars, video conferencing, web phones, reservations, remote room controls, and other internet-based communications.
  • Assist in scheduling, coordination, support, training, troubleshooting, documentation, administration, system maintenance and updates, account handling, ticket handling, usage reporting, and future technology planning.
  • Develop and document processes and procedures to support end users and the department staffing.
  • Develop and deliver both end-user and technical staff training and documentation. Train ITSC student assistants to support the ITSC and MMS teams.
  • Define, implement, and ensure proper equipment storage and security.
  • Maintain inventory and property management in accordance with CSU policy, working with ITS Administration and other Chancellor's Office staff as needed.
  • Provide technical support to executives when needed, particularly when at offsite events where the primary technical support resources are not present.
  • In addition, the incumbent is responsible for keeping current in the industry including technology changes, trends, and best practices.
  • The incumbent is also responsible for addressing any concerns regarding technical operations with the appropriate supervisor.
Qualifications:
  • A Bachelor's degree in a related field is preferred, or an equivalent combination of education and related experience.
  • 2+ years of related experience, including multimedia IT support, is required.
  • 2+ years of Digital Media / Multimedia production experience required.
  • 2+ years of experience in AV integration systems installation and programming.
  • 2+ years of experience using PC life cycle management tools for software deployment and system imaging preferred.
  • 2+ years of significant experience using software deployment platforms, asset, and license management preferred.
  • ITIL Foundation Certification preferred.
  • Crestron Masters Technology Architect certification or equivalent knowledge.
  • Specialized technical certification such as Q-Sys, Dante, or equivalent knowledge.
Technical Skills:
  • Experience and proficiency in the use, operation, service, programing, and troubleshooting of various computing and audio-visual equipment systems required.
  • Experience and proficiency in wire and line integration and troubleshooting, including AV systems and networking line and signal terminations, electronics soldering, wire organization, management, planning, drafting, integration, installation, testing, troubleshooting, and repair.
  • Experience and proficiency in web conferencing and streaming (coordination, scheduling, and technical troubleshooting) of high-profile meetings and events required.
  • Experience and strong proficiency with cloud-based web conferencing technology are required for small and large interactive events.
  • Experience and proficiency in video conferencing setup design (lighting/camera/sound), coordination, scheduling, and technology maintenance and troubleshooting required.
  • Experience and proficiency in ServiceNow or similar ticketing systems are preferred.
  • Proficiency in Microsoft Windows and Apple's current OS operating systems preferred.
  • Proficiency in Microsoft Office Productivity Suite (Word, Excel, PowerPoint, Outlook, Visio, Project) preferred.
  • Proficiency in manipulating Microsoft registry components preferred.
  • Expertise in computer and device networking and experience with routers, switches, iOS and Android devices preferred.
  • Advanced knowledge of current best practices in troubleshooting Windows and Apple operating systems and related user devices preferred.
  • AUDIO / VIDEO / GRAPHICS editing with software including but not limited to Adobe, Premiere, Photoshop, and non-linear editing (NLE) video software.
Communication & People Skills:
  • Solid written communication skills are necessary to provide accurate technical documentation.
  • Understand customer service and team skills to support an environment that motivates others and helps build morale.
  • Ability to think technically and effectively communicate with various users in layman's terms during client support and training.
  • Works effectively and cooperatively with other team members to achieve goals and develop and maintain working relationships.
  • Uses effective communication and listening skills to work with others and problem-solve.
  • Ability to quickly gather information from and disseminate information to the appropriate parties.
Analytical Skills:
  • Ability to assist in methodically troubleshooting and identifying problems, acting appropriately under pressure.
  • Develop practical and thorough solutions to address all aspects of identified problems.
  • Identifies problems and uses appropriate sources to research technical problems.
  • Ability to independently apply technical judgment to standard applications and systems.
Project Management Skills:
  • Ability to track and document information between multiple parties.
  • Experience in coordinating resource requirements.
  • Attention to detail and solid organizational skills are necessary.
  • Ability to schedule and prioritize in order to meet deadlines.
  • Ability to work independently with little supervision.
  • Exceptional organizational skills.
  • Ability to interact and coordinate with vendors.

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