Classroom Support Lead Technician

Classroom Support Lead Technician

Location: George Mason University

Position summary:

    • JOB DESCRIPTION
  • Classroom Support Lead Technician
    • The George Mason University, Information Technology Services (ITS), on the Arlington, Va., campus is seeking a Classroom Support Lead Technician to lead technical support efforts in classrooms, labs, and other supported facilities. The working hours for this position are 11:00 a.m.- 7:30 p.m. Monday-Friday. George Mason University has a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff, and strongly encourages candidates to apply who will enrich Mason’s academic and culturally inclusive environment.

  • Responsibilities:
    • The Classroom Support Lead Technician will work with a diverse and enthusiastic support team to ensure that all facets of supported classrooms, labs, and other spaces are functioning at an optimal level. The successful candidate will lead technical support teams responsible for the maintenance, troubleshooting. repair, and installation of audio-visual (AN) equipment and integrated systems. In this capacity, the Lead Technician is responsible for providing excellent customer service while monitoring and assigning incident tickets, performing diagnostics. and coordinating resolution efforts. The Lead Technician develops documentation, conducts training for staff and clients, and participates in a variety of project work including systems integration.
  • Required Qualifications:
    • Associate’s degree or equivalent combination of education and experience;
    • Experience tasking and supervising subordinate technicians;
    • Proficiency in successfully and efficiently supporting classroom or equivalent integrated A/V systems;
    • Extensive customer service skills, including resolving client issues, escalating issues as needed, and communicating progress to customers;
    • Command of written and oral communication;
    • Ability to learn new technologies in order to support, diagnose, and teach others;
    • Working knowledge of analog and digital components including projection systems, transports, switchers, control systems, portable devices of all types, and remote support tools;
    • Ability to successfully troubleshoot equipment and systems in a fast-paced environment with multiple priorities that includes multiple sites/locations;
    • Experience in a support, help desk, or similar role directly supporting the technical needs of clients;
    • Experience working in a team environment to complete complex assignments with tight deadlines;
    • Experience using an automated ticketing system for incident reporting, tracking, escalation, and closing incident tickets;
    • Proficiency troubleshooting computing issues including sound, video, as well as software and hardware configurations;
    • Experience installing and upgrading complex digital integrated A/V systems to the A/V field; and
    • Experience reading technical drawings;

  • Preferred Qualifications:
    • Supporting Crestron systems using Remote tools;
    • Experience working in a higher education environment;
    • Experience working with vendors and other units to coordinate repairs, upgrades and projects;
    • Experience supporting, troubleshooting and configuring network switchers and other digital and computing technologies; and
    • Experience reading rack elevation, block, and signal flow diagrams for complex integrated A/V systems.

 

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