IT/AV Support Specialist-Desktop & Audio Visual Support

Job Title:                          IT / AV Support Specialist – Desktop & Audio Visual Support

Classification:                Technical Services – IT Support Center/Campus AV

Hourly Rate Range:     $15.37 to $20.11 per hour.  Hourly rate is determined by work experience.

Work Schedule:            Mon-Fri 7:30 AM – 4:00 PM shift – Must be flexible to work additional hours as needed at various times and occasional Saturdays

FLSA Status:                   Non-Exempt

Summary

Responsible for providing IT support and AV technology support to end-users throughout the College and off-campus sites.   This position will work Supporting a wide range of issues both Desktop/Helpdesk and Audio-Visual Support.  Must have the ability to travel to other LCCC sites when asked and needed, and function as a team member meeting the goals of the IT department.  Must be willing and able to learn new IT and AV technologies quickly as new products and services are adopted.  Must have excellent verbal, written, communication and customer service skills. This includes the ability to explain technical topics to non-technical end users and create knowledge base documents. Must be highly self-motivated and self-directed.   Reports directly to the Director IT Support Services.

LCCC Internal candidates must apply within 15 days of posting.

To apply, please submit a cover letter, resume and unofficial transcript through our online application system at q0g.aprender-a-bailar.com/jobs.

LCCC is an equal opportunity employer and encourages applications from diverse candidates.

Essential Duties and Responsibilities:

• Provides support to end users including Windows & Mac operating systems & hardware, mobile devices, LAN issues, MS Office, Google Apps, Campus Portal, Avaya telephony, and classroom AV presentation technologies, etc. utilizing the college’s Helpdesk ticketing system.
• Able to provide top level customer support.
• Answers telephone support calls, emailed support issues, and walk-in questions as part of campus IT Support Services
• Must have a sense of urgency when working on AV problems that affect the classroom.
• Covers College Events as needed providing AV and PC support.
• Troubleshoots and resolves routine problems with instructional technology equipment and systems.
• Participates in the Design, installation, troubleshooting of AV and Hybrid Classrooms Systems.
• Understands Extron equipment and Extron programming and/or the ability to learn.
• Provides on-call support when needed by the College.
• Participates in managing the volume of incoming calls to the IT Support Center via both telephone and e-mail to ensure timely response and resolution of issues.
• Ensures proper documentation, notification, escalation, tracking, and follow-up of all issues and incidents.
• Images, deploys, maintains, supports, and upgrades Windows PCs, MACs, operating systems, peripheral hardware, and printers.
• Fosters a positive and collaborative work environment.
• Participates in the imaging and install/recycling of computer and AV systems in the classrooms
• Provides A/V support for in-person and virtual events.
• Challenges existing practices and make recommendations to improve, standardize, and streamline the processes related to AV and desktop support.
• Provides other duties and works on other projects as may be assigned. 

Qualifications

Education

• High school diploma or equivalent.
• Foreign degrees – must provide a US equivalency report of your degree credentials with your transcript, if not, your resume will not be accepted.

Certification

• Act 153 Clearances (Act 34 PA Criminal Background, Act 151 PA Child Abuse History, Act 114 FBI Identigo Clearance Fingerprinting)
• Microsoft MD 100 Certification required. If MD-100 is not in possession, must acquire Microsoft Certified Solutions Associate (MCSA) within first three months of employment.
• Extron AV Associate Certification must be acquired within first 9 months

Work Experience

• Extensive knowledge of PC’s, laptops, printers, Windows 10 and Office products.
• Experience with hardware and peripherals in a managed Windows Active Directory Environment.
• General Networking TCP/IP knowledge is required; basic troubleshooting of telephony and communications devices required.
• Experience with standardization of PCs and Microsoft SCCM, provisioning, as well as setting up systems to standardize PCs in the office and classrooms.

Knowledge, Skills, Abilities:

• Must be able to work with diverse populations while providing a high level of customer service.
• Must possess a keen attention to detail and have excellent interpersonal skills and customer service orientation.
• Must possess a high level of the following work skills and behavior: teamwork/cooperation, initiative, customer service, and commitment to continuous professional growth in skills and knowledge.
• Basic understanding of and experience with AV and Video conferencing technologies (Zoom, Google meet)

Preferred:

• Associate’s degree with technical emphasis is preferred
• 1 years’ work experience in desktop client support is preferred
• 1 years’ work experience in AV support is preferred
• Extron AV Associate Certification preferred
• CompTIA A+ certification preferred
• Windows Active Directory knowledge as it pertains to group policy, password management, user profiles, permissions and security issues related to applications.
• Ability to understand and troubleshoot audio visual technology issues and assist users with the classroom presentation technology.
• Worked in an education setting preferred

Must have the ability to work flexible hours, travel to other LCCC sites, and function as a team member meeting the goals of the IT department.  Must be willing and able to learn new technologies as new products and services are adopted.  Must have excellent verbal and written communication skills.  This includes the ability to explain technical terminology to non-technical end users and create knowledge base documents.  Must be highly self-motivated and directed.  Must also possess a keen attention to detail.  Excellent interpersonal skills and customer service orientation are a must.  Must be able to work under pressure. Must possess a high level of the following work skills and behaviors; teamwork/cooperation; initiative, customer services, and commitment to continuous professional growth in skills and knowledge. 

Physical Demands

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee may regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.