What are the responsibilities and job description for the Senior AV Support Technician position at The University of Texas at Arlington?
Job Summary
Primarily responsible for working independently to provide urgent and escalated support for educational and administrative audio visual and video equipment for events in learning spaces, including podium computers, control panels, and audio equipment. Works with the AV Support Manager to train and mentor students and peers and provide the team with detailed documentation to perform regular tasks. Support audience includes faculty, staff, and students in delivering educational or other administrative content in learning and conference room spaces.
Minimum Qualifications
Primarily responsible for working independently to provide urgent and escalated support for educational and administrative audio visual and video equipment for events in learning spaces, including podium computers, control panels, and audio equipment. Works with the AV Support Manager to train and mentor students and peers and provide the team with detailed documentation to perform regular tasks. Support audience includes faculty, staff, and students in delivering educational or other administrative content in learning and conference room spaces.
Minimum Qualifications
- Bachelor’s degree with coursework in a related field; or any equivalent combination of education, training, and experience.
- One (1) year of hands-on computing work experience with audio visual equipment.
- Technical experience with working with networked end point devices (such as laptops, desktops, digital signs, and any audio-visual equipment etc.)
- Coursework related to technology such as Information Systems, Computer Science, or Business Administration.
- Two (2) or more years hands-on computing experience with a focus in higher education or AV support situations.
- IT certifications, such as CompTIA A , Microsoft Certified Desktop Support Technician, or AVIXA (Audiovisual and Integrated Experience Association) certifications.
- Experience with IT project management and Product management training / experience.
- AV Support for academic teaching and learning spaces:
- Provide urgent and escalated audio-visual support for all teaching spaces.
- Troubleshoot complex problems with system components.
- Consult with 3rd party support if necessary.
- Assist with installations if needed/required.
- AV Support for conference rooms and academic event spaces:
- Troubleshoots audio and video conference equipment in conference rooms to ensure stability for clients.
- Software/firmware updates to all equipment associated with the audio and video conferencing needs of designated spaces.
- Customer Support:
- Provide technical instructions to a non-technical audience.
- Collaborate with other members of the IT team, especially Service Desk staff to resolve tickets/issues.
- Escalates calls internally as needed, & monitors progress through resolution.
- Record client requests and incidents in the ticketing system following documentation requirements.
- Documentation:
- Assist in the creation of technical documentation to document reoccurring technical issues and job duties.
- Also responsible for creating internal training guides, procedures, and processes documentation.
- Mentorship and Training:
- Assist with the training of student employees and peers on internal processes and technology in use.
- Assist with the on-going supervision of student workers.
- Verify student staff complete tasks and work with management to ensure students develop the necessary skills to contribute to the success of the overall team.
- Testing and Evaluation:
- Assist with the testing and evaluation of updated instructional technology for learning spaces, digital signs, or conferencing equipment.
- Other Duties as Assigned: