Help Desk Analyst II
2 weeks ago
Responsibilities:
• Oversee the operation, installation, maintenance, and management of audio and video systems across academic and event spaces.
• Ensure seamless installation, operation, and troubleshooting of AV equipment in classrooms, conference rooms, common areas, and other locations across campus.
• Monitor the ITS ticketing system for AV system-related tickets and resolve issues promptly.
• Perform routine maintenance on AV equipment and troubleshoot issues when necessary.
• Coordinate repairs for malfunctioning equipment with external vendors as needed.
• Maintain an organized inventory of AV equipment and manage equipment checkouts within the ITS ticketing system.
• Apply expertise in AV systems in managing small projects, including digital signage, digital/analog interfaces, digital room schedulers, and video conferencing hardware/software.
• Collaborate with faculty and staff to plan and execute AV requirements for various projects and events.
• Provide training and technical support to faculty, staff, and students on AV equipment and systems.
• Stay updated on the latest AV technologies and recommend upgrades or new purchases as needed.• Applicant must possess a minimum of 3 years of experience as a Help Desk Analyst or in a similar role.
• Proficiency in Audio Visual technology is mandatory.
• Knowledge and experience in managing Digital Signs is required.
• A bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Excellent problem-solving skills and the ability to multitask effectively.
• Strong communication skills to interact with various departments and team members.
• Must exhibit strong customer service orientation and the ability to deal with difficult situations.
• Familiarity with ticketing systems and remote-control software is desirable.
• Ability to work in a team and independently when required.
• Flexibility to work in shifts or provide on-call support if necessary.
• Knowledge of ITIL and service management.
• Basic understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
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