Technology Support Technician (IT & AV Support)

The mission of the University of St. Augustine for Health Sciences is the development of professional health care practitioners through innovation, individualized, and quality classroom, clinical, and distance education.

GENERAL SUMMARY

The IT Technology Support Technician is responsible for delivering comprehensive IT and AV support on campus, including managing hardware and software deployments, supporting classroom and collaborative technologies, and ensuring seamless operations for academic and event-related technology needs. This position serves as a key point of contact for technical support, AV setups, and coordination with vendors, and partners with IT and academic staff to enhance the student, faculty, and staff experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Responsibilities include:

• Installs, configures, and maintains computer equipment, peripherals, classroom AV systems, and software.
• Serves as point of contact for technical support, including hardware, software, network issues, and AV troubleshooting.
• Supports classroom and event AV needs, including setup, configuration, and dismantling for graduations, executive meetings, and special events. May require evening/weekend work.
• Ensures desktop computers and AV systems interconnect seamlessly with file servers, email, conferencing platforms, and administrative systems.
• Works with vendors and contractors to resolve technical issues and coordinate AV system installations.
• Conducts testing of new hardware and AV installations to confirm full functionality and integration.
• Orients new users to campus IT and AV systems.
• Updates and maintains IT and AV knowledge base documentation.
• Provides training to students, faculty, and staff on the use of IT and AV equipment.
• Manages imaging and deployment of operating systems and supports system/software upgrades.
• Tracks and manages IT and AV equipment inventory.
• Collaborates with IT Help Desk and Classroom Technologies teams to deliver unified support services.
• Documents all ticket activity and resolutions in the ticketing system (e.g., Zendesk).
• Upholds the University’s core values and standards of professional ethics.

OTHER DUTIES AND RESPONSIBILITIES

May perform other duties and responsibilities as assigned by management.

TRAVEL REQUIREMENTS

Domestic travel up to 10% may be required.

POSITION IN ORGANIZATION

REPORTS TO:  Asst Director, IT Customer Support

POSITIONS SUPERVISED:  N/A

TECHNICAL, MANAGERIAL, and PEOPLE SKILLS REQUIRED

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Incumbents will be evaluated, in part, based on performance of each essential function. Appropriate reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• 2–4 years of experience in IT support and/or AV environments.
• Experience with Windows Server, Active Directory, Office 365, and Microsoft SharePoint preferred.
• Familiarity with AV platforms such as Ring Central, Zoom, Teams, Crestron, Biamp Tesira, Barco Clickshare, Shure and OBS highly desirable.
• Excellent written and verbal communication skills.
• Strong customer service and troubleshooting skills.
• Ability to prioritize tasks and work independently or as part of a team.
• Valid driver’s license and ability to travel as required.
• Availability to work flexible hours, including evenings and weekends when needed.

BUSINESS COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Being Resilient - Rebounding from setbacks and adversity when facing difficult situations.
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Drives Results - Consistently achieving results, even under tough circumstances.
• Innovation - Creating new and better ways for the organization to be successful.
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.

WORK ENVIRONMENT
Work is performed primarily in a standard office environment but may involve exposure to moderate noise levels. Work involves operation of personal computer equipment for six to eight hours daily and includes physical demands associated with a traditional office setting, e.g., walking, standing, communicating, and other physical functions as necessary.