Associate Support Technician (AV/IT)

$70,000 - $73,000/Yr

Columbia University - New York, NY

Part-time

New York, NY

Educational Services

About the position

The Associate Support Technician (AV/IT) at Columbia University plays a crucial role in ensuring the smooth operation and support of classroom technology and audiovisual systems across campus. Reporting directly to the Sr. Manager of Classroom & Academic Computing, this position is responsible for maintaining and securing electronic learning environments, conference rooms, specialty rooms, and videoconferencing events. The technician will engage in various tasks that include providing technical support, monitoring systems, and ensuring that all AV/IT systems are functioning optimally to support the academic mission of the university. In this role, the technician will be expected to provide maintenance and support for a wide range of AV/IT systems hardware, including computing systems, kiosk PCs, media presentation systems, and audiovisual components. The technician will also address network issues and manage lecture capture technologies. Adhering to service level agreements, the technician will provide support coverage during operational hours and will be responsible for responding to alerts and automated reports regarding hardware and software issues. This position requires a proactive approach to problem-solving and the ability to provide on-call support to various stakeholders, including end users and operations staff. The Associate Support Technician will also be responsible for client training during the installation, deployment, or repair of systems, as well as maintaining inventory control and procurement for specific facilities. Excellent customer service skills are essential, as the technician will interact with clients and collaborate with colleagues from other CUIT groups. The role may require working outside of normal hours to meet demands and deadlines, and the technician will periodically provide onsite training for faculty, staff, and students on classroom technologies. Overall, this position is integral to the effective functioning of Columbia University's educational technology infrastructure.

Responsibilities

• Provides maintenance and support of AV/IT Systems hardware, computing systems hardware, kiosk PC hardware, media presentation systems, audiovisual components, network issues, lecture capture technologies, and related equipment that exist in these facilities.
• Functions with the strict guidelines of service level agreements and provides support coverage during operational hours.
• Provides technical support locally, remotely, and/or by telephone.
• Monitors automated reports and/or responds to alerts for multiple hard/software issues.
• Provides on-call support from Client Support Services (Service Desk), end users, developers, and operations staff, or automated tools regarding availability, performance or functionality problems.
• Provides direct client training as well as support at time of installation, deployment, or repair.
• Provides inventory control for Field Operations.
• Provides procurement for specific and assigned facilities, hardware and/or services.
• Provides excellent customer service and maintains good relationships with clients and department/school administration.
• Interacts with colleagues from other CUIT groups with whom he/she relies upon for regular collaboration.
• Knowledge of personal computer and audiovisual hardware.
• Directly assist and train part-time field operation employees.
• Check and respond to emergency emails during off-hours.
• May be required to work outside normal work hours to meet demands and deadlines.
• Periodically provide onsite training for Columbia University faculty, staff, and students on the operation of classroom technologies.
• All other duties as assigned.

Requirements

• High School Diploma or equivalent. Some college preferred.
• 3 years' related experience.
• Knowledge of AV/IT Systems hardware and/or Classroom Technologies.
• Familiarity with Windows OS and MacOS hardware and related software.
• Completes work on time and to expected standards. Must be self-motivated and detail oriented.
• Must be willing to work flexible hours including nights and weekends.
• Ability to work effectively with internal and external personnel.
• Ability to communicate technical information to non-technical audiences.
• Must be able to perform manual labor when required (e.g. paper deliveries, computer furniture/equipment, A/V furniture/equipment). Ability to lift up to 50 lbs (e.g. AV/IT system hardware).
• Excellent written and verbal communication skills.
• Demonstrated ability to work in a fast-paced, deadline-driven environment.
• Demonstrated excellence in a variety of competencies including teamwork/collaboration, analytical thinking, communication and influencing skills, and technical expertise.
• Ability to work with changing priorities and with multiple projects.

Nice-to-haves

• Experience with Crestron hardware and software technology (e.g. Crestron toolbox).
• Experience with unified communications, streaming and digital media systems.
• Experience with Lecture Capture systems.
• Basic understanding of network protocols and configurations.
• General knowledge of the SIMPL programming language.
• Experience supporting lecture capture hardware and software.
• Previous experience in higher education.
• Self-motivated and detail-oriented.
• A+ Certification.
• CTS Certification.