AV Systems Support Coordinator

2 weeks ago

Los Angeles, California, United States University of Southern California Full time

Position Overview:
The University of Southern California's (USC) Information Technology Services is on the lookout for a dedicated Educational Technology Support Specialist who is passionate about delivering exceptional service to join our dynamic team.

Role Responsibilities:
As an Educational Technology Support Specialist, you will play a crucial role within the Learning Environments team, working alongside a diverse group of professionals to tackle complex information technology challenges, enhance user experiences, and create value for our campus community across various departments.

Team Mission:
The vision of ITS is to align strategy, business, and services while upholding cultural values that foster teamwork, innovation, and excellence. We are committed to providing a robust technology infrastructure that meets the needs of our expanding customer base and offers training in the latest technologies to our motivated workforce.

Workplace Culture:
At USC, we strive to cultivate a workplace where employees can develop advanced skills, take pride in their contributions, and explore career paths that align with their potential. Our ITS organization is diverse and committed to fostering a collaborative culture that delivers secure and innovative IT services.

Minimum Qualifications:
The ideal candidate will possess:
- A Bachelor's degree in a relevant field such as computer information systems or a related area, or an equivalent combination of education and experience.
- A minimum of two years of experience in information technology, customer service, or higher education.
- Experience in providing audiovisual technical support in an operational setting.
- Strong problem assessment skills and the ability to manage changing priorities.
- Familiarity with customer-issue ticketing systems.
- Excellent communication and technical documentation skills, with the ability to present ideas in a clear, business-friendly manner.

Preferred Qualifications:
Additional desirable qualifications include:
- A Bachelor's degree in a relevant field or equivalent experience.
- At least four years of experience in IT, customer service, or related fields.
- Experience supervising student employees.
- AVIXA Certified Technology Specialist (CTS) certification.
- Familiarity with ServiceNow.

Key Responsibilities:
The Educational Technology Support Specialist will:
- Provide specialized technical and customer service support for faculty, staff, and students in general use classrooms and computer labs.
- Identify, diagnose, and resolve issues with audiovisual technologies while offering consultative services on multimedia hardware and software usage.
- Ensure prompt response to classroom and lab technology issues, documenting all incidents according to ITS standards.
- Maintain and troubleshoot AV equipment and systems, performing root cause analysis as necessary.
- Develop and maintain technical user documentation and metrics to inform future planning.

Collaboration and Leadership:
Foster collaborative relationships with team members and ITS leaders, actively embodying ITS values and contributing to a culture of trust and transparency. Support the vision for audiovisual technology and learning environments by leveraging industry knowledge to drive continuous improvements.

Join Us:
Become a part of the USC ITS team and contribute to an environment of innovation and excellence.

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