Multimedia Support Technician

2 weeks ago

Orlando, Florida, United States University of Central Florida Full time

Position Overview:

The Multimedia Support Technician is a foundational role within Tier II IT assistance, ideal for individuals who have acquired some audiovisual (AV) expertise through various experiences and are capable of diagnosing and resolving AV-related challenges. This position emphasizes support for classroom incidents, routine checks, and maintenance of AV systems.

This role is funded through auxiliary means, and employment is contingent upon the availability of such funding.

Key Responsibilities:

  • Conducts preventive maintenance and repairs on multimedia devices through regular classroom inspections and remote oversight.
  • Addresses and manages multimedia-related issues and classroom support tickets, collaborating with team members to meet service level expectations. Aids in the development and improvement of knowledge base resources and troubleshooting manuals.
  • Provides assistance to the Engineering team with AV installations as required. Offers additional support to various departmental teams, including training student employees on equipment troubleshooting, maintenance, and operation; helps manage inventory and spare parts; and provides technical assistance for significant university events.
  • Supports faculty in utilizing campus multimedia resources, prioritizing exceptional customer service.
  • Adheres to Standard Operating Procedures within the IT department to track and report activities using designated software. Strives to meet service level agreements to guarantee high-quality service delivery.
  • Follows established protocols regarding telecommuting, administrative duties, documentation maintenance, communication during outages, and customer engagement.
  • Ensures the completion of assigned Objectives & Key Results (OKR) and various performance metrics on an annual basis, including adherence to departmental and individual service level agreements.
  • Performs additional tasks as assigned, which may include temporary supervisory duties.

Minimum Qualifications:

A High School Diploma or equivalent, coupled with 2+ years of relevant experience, or a comparable combination of education and experience.

Preferred Qualifications:

  • Familiarity with AV over IP, effective cable management, and experience with Crestron equipment such as NVX.
  • Proficiency in ServiceNow, Microsoft Teams, and Canvas.
  • Understanding of network infrastructure concepts (VLAN, DHCP).
  • Outstanding customer service skills, including phone etiquette and presentation capabilities.
  • Possesses leadership qualities within a team setting.
  • Highly driven, capable of thriving in a fast-paced environment.

Special Instructions for Applicants:

This position is funded through auxiliary means, and employment is dependent on the availability of such funding.

This role is eligible for a 5% Shift Differential Pay based on the minimum pay range.

About the University of Central Florida:

As a leading public research institution and a recognized top employer in Florida, UCF fosters a community of innovators, creators, and leaders dedicated to making a positive impact. Joining UCF means engaging in meaningful work alongside talented colleagues, with opportunities for professional growth and collaboration.

Benefits of Working at UCF:

  • Comprehensive benefits packages, including medical, dental, vision, life insurance, flexible spending accounts, and employee assistance programs.
  • Generous paid time off, including annual leave, sick leave, and holidays.
  • Retirement savings options.
  • Employee discounts for various local attractions.
  • Education assistance programs.
  • A flexible work environment.
  • And more...

Commitment to Diversity:

The University of Central Florida is an Equal Opportunity/Affirmative Action Employer, including individuals with disabilities and veterans.

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