Specialist, IT Support at AUC

AUC Jobs
AUC Jobs

Job Description

  • Provide technical support for the use of Audio Visual equipment in classrooms, meeting rooms, labs, and conference rooms in both new and old campuses via telephone, e-mail or on-site
  • Receiving, prioritizing, documenting, and actively resolving end user help requests
  • Maintain accurate and timely records of user’s problems on the classroom ticketing system
  • Report equipment or operating failures to the proper technician
  • Escalate problems to the higher managerial level when required
  • Restore service and/or identify and correct core problems by interacting as needed with other Information Technology teams
  • Recommend systems modifications to reduce user problems
  • Follow up daily with classroom support team on open/pending cases to ensure problems have been resolved adequately
  • Accurately document instances of hardware failure, repair, installation, and removal
  • Contribute to knowledge base articles, creating and updating documents as needed to improve resolution rates
  • Analyze root cause of each problem to determine causes of complex operating errors and to make recommendations for repair or replacement technology equipment in order to improve ACTSS support service
  • Communicate clearly and effectively to users with various levels of technical ability and experience
  • Identify and learn appropriate software and hardware used and supported by the ACTSS
  • Develop a proactive and client-focused approach to classroom support to dramatically improve the classroom teaching experience
  • Perform other related tasks as requested by direct supervisor

Job Requirements

  • University degree in a related technology field is required.
  • Prefer Classroom Technology Systems certification.

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