IT / AV Technician

JOB SUMMARY: The IT/AV Technician reports to the Institutional Director of Network Operations and is responsible for providing excellent customer service and technical support to students, faculty, staff, facilitators and other users of the School. This person is responsible for daily operations of the IT Help Desk, including procurement and deployment of equipment, assisting in problem solving, infrastructure support, and vendor management. This is a collaborative position responsible for partnering with IT functional areas on a variety projects, and involves a combination of technical expertise and customer service. This position is also responsible for the technical administration, maintenance, programming, and repair of the PC, network, and AV equipment in the classrooms and IT equipment in the faculty and staff offices. This person will also take the lead on new instructional technology projects, be responsible for hardware and software installation, problem diagnosis, and troubleshooting in the classrooms and offices. 

CHARACTERISTIC JOB TASKS AND RESPONSIBILITIES:

Student Services

• Responsible for the creation and maintenance of student email accounts and groups;
• Assist students with hardware or software problems with their computer equipment, diagnose and make recommendations for a resolution;
• Assist with student online exams including Examplify, NBME, and COMAT;
• Creates active directory and Exchange/Office 365 accounts for students;
• Answer Help Desk calls from students.  Create and maintain documentation as it relates to the support services offered by the Help Desk;
• Clearly and consistently communicate with students as required to carry out position responsibilities;

AV Tasks

• In accordance with the meeting and class schedules, checks all classrooms before the scheduled start time to ensure the rooms are set up to the faculty/facilitator’s satisfaction and that all audio/visual equipment is present. This includes, but is not limited to: setting up and/or moving tables, chairs, carts and equipment; locating and obtaining equipment needed; having face to face contact with faculty/facilitator before the start of the meeting or class to ensure the room meets their needs;
• Testing and general maintenance of all AV equipment;
• Troubleshoots AV equipment problems in standard meeting rooms, classrooms, IT rooms, computer labs, and faculty and staff offices;
• Audio/Visual (AV) refers to LCD projectors, desktop and laptop computers, overhead projectors, TV/VCR units, microphones, video conference equipment, and any other media-related equipment used by faculty, students, or facilitators;
• Recording and editing of lectures to be posted to the video play back system;

IT Responsibilities

• Provide immediate problem resolution or escalation to appropriate level of support/management;
• Record actions taken and follow up on deferred actions;
• Respond to requests for technical assistance by phone, email and/or using a ticket management system;
• Maintain and support specialized software used by the different departments;
• Provide training and technical assistance for users on AV equipment, PC equipment, computer labs, and web-based applications. This training can be arranged before the meeting or class or can take place the day of the meeting or class;
• Pack up and secure IT equipment after class or event has ended;
• Arranges for repair or disposal of broken equipment and interfaces with IT vendors for repairs and new projects that cannot be handled within the School;
• Performs inventory of IT equipment and conducts quarterly preventative maintenance in all classrooms (IT rooms, PBL room, classrooms, and conference rooms etc.);
• Installs and configures standard hardware and software upgrades on classroom PCs, faculty and staff PC’s, computer lab PC’s, meeting room PC’s, and laptops;
• Creates active directory and Exchange/Office 365 accounts for faculty and staff;
• Answer Help Desk calls.  Create and maintain documentation as it relates to the support services offered by the Help Desk;
• Receive requests for software installation, assistance and support from end users. Only LECOM approved/owned software may be installed;
• Perform hardware and software installations and diagnostic procedures including the use of software utility programs to diagnose and troubleshoot problems;
• Ensure that conference rooms, classrooms, and labs are clean and orderly;
• Clearly and consistently communicate with staff, faculty, and students as required to carry out position responsibilities;
• Communicate with the Institutional Director of Network Operations and the IT Network Team as required to carry out position responsibilities;
• Perform basic network troubleshooting and resolve access and connectivity issues;
• Assist with the support of the telephony system including on site telephony servers, cabling patches, end user devices, and other telephony tasks as directed by the communications manager;
• Configure workstations for end users utilizing a standard desktop configuration;
• Provide end user support for on-site printing/copying/multifunction services;
• Provide end user support for mobile devices;
• Maintain a high level of knowledge and proficiency related to current as well as emerging information technology equipment and software;
• Maintain the asset inventory database to include all equipment at LECOM;
• Assist in the support of all on and off campus faculty and staff in the configuration, installation, repair, and upgrade of new and existing hardware and software;
• Prepare necessary documentation for equipment purchase recommendations, and upgrade, repair, and inventory reporting as requested;
• Serve as a training resource for the LECOM Computer System and other related programs;
• Represent LECOM as a presenter or participant at meetings, seminars, and conferences;
• Maintain new and current personal knowledge base of overall computer hardware and software for LECOM and LECOM computer services;
• Assist with the preparation of computer equipment for all new faculty and staff, maintain a log of equipment;
• Provide first line response for users requiring assistance with information technology issues and problems;
• Respond to requests for technical assistance by phone, email and/or using a ticket management system;
• Track issues to resolution, updating the internal knowledgebase and/or communicating learning with relevant business units;
• Track user account creation, changes, and deletions, perform password resets;
• Maintain, develop, and support personal computers, tablets, smart phones, servers, network equipment, and common applications;
• Monitor and escalate alerts from Antivirus systems;
• Monitor backup system alerts and escalate errors;
• Support and maintain user accounts including rights, permissions, and systems groups;
• Assist in the management of critical incidents;
• Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams;
• Quickly and accurately determine incident scope and impact;
• Follow up on tickets at pre-defined intervals until resolved;
• Update daily status reports and shift handover reports;
• Act as a liaison between customers and technical escalation teams;
• Provide a single view to the organization for information technology related problems;
• Contribute to overall student success and participate in student events, including, but not limited to, White Coat Ceremony and Commencement;
• Contribute directly to the Mission of LECOM embodying the essence of Osteopathic Principles and Practices by assisting with Institutional fundraising and participating in the LECOM Scholarship Auction;
• Be a representative of LECOM by being actively involved in the community, including, but not limited to, serving on Boards, participating in community fundraisers, and overall outreach; and
• Other duties as needed / assigned by a supervisor and/or his/her designee to maintain efficient and effective daily operations.

EEO/AA/M/F/Vets/Disabled

KNOWLEDGE, SKILLS, ABILITIES, AND PERSONAL CHARACTERISTICS:

• Excellent organizational skills;
• Maintain an established work schedule;
• Ability to be self-reliant and follow instructions;
• Ability to manage day-to-day operational aspects of an individual project;
• Ability to check quality assurance procedures and ensure quality of products and services;
• Knowledge to make plans which would help minimize risks in a project;
• Ability to file records properly and ensure that all project documents are complete, current, and stored appropriately;
• Ability to interact with customers (internal and external) and follow up as needed;
• Ability to suggest areas for improvement with possible solutions, skills, and specifications;
• Ability to work for the team with good interpersonal communication skills;
• Ability to interact with customers cordially, understand their problems, and give solutions;
• Knowledge of technical details and their application;
• Knowledge and ability to coordinate and respond to calls to the MIS Help line;
• Ability to respond to emails sent to issupport@lecom.edu;
• Skills in maintaining and supporting on and off campus faculty and staff in the configuration, installation, repair, and upgrade of new and existing hardware (PCs and laptops) and software;
• Demonstrate expert experience in being able to join and disjoin computers from a Microsoft Windows Active Directory:
  • Understanding of organizational units utilizing group policies
  • Add users to groups for appropriate permissions to network resources, i.e. file and print sharing
  • Terminal Services/Remote Desktop Services
    • Adding users to the appropriate group to access these services utilizing thin clients;

• Basic understanding of blacklisting and whitelisting of emails utilizing Spam filtering software;
• Understanding of basic network protocols and terminology such as VLAN’s and TCP/IP;
• Basic understanding of Microsoft Windows DHCP and DNS;
• Basic knowledge of remote PC control software such as Solar Winds Dame Ware;
• Knowledge and expertise in use of Enterprise Virus software such as Panda, Symantec, Kaspersky, or Sophos;
• Demonstrated experience and proficient at adding memory and hard drive to laptops, PC’s and servers;
• Reinstalling Windows Operating Systems for damaged or corrupted software;
• Proficient at installing and setting up IP/network printers and integrating with LDAP for scan to email functionality;
• Troubleshooting client wireless connectivity;
• Be able to be flexible to accept other duties needed/assigned for the Institution’s needs;
• The ability to work cooperatively and collegially with others, consistent with a workplace of dignity and respect and EEO rules and regulations;
• The ability to report to work as scheduled, ready to devote full attention and energy to the important work of LECOM; and
• The ability to accept work directives from managers and supervisors in a respectful and cooperative manner.

MINIMUM QUALIFICATIONS:

Education an experience equivalent to: Minimum academic requirements are an Associate's or Bachelor's degree in Information Technology or related field with 3-5 years' experience. Prior experience in a help desk organization with PC/network troubleshooting skills. The person must be able to support and promote LECOM's mission.