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University of Michigan · 15 hours ago

AV Tech Support Intermediate

Ann Arbor, MI

Full-time

Hybrid

Mid Level

3+ years exp

The University of Michigan is dedicated to enhancing the student experience through innovative technology solutions. The AV Tech Support Intermediate role focuses on providing production support for IT and A/V infrastructure across various Student Life buildings, ensuring reliable operations and collaborating with unit partners and vendors to address technical challenges.

E-LearningEducationHigher EducationUniversities

Growth Opportunities

No H1B

Responsibilities

Under the guidance of the AV Lead Supervisor or Operations Manager, lead the modernization, customization, testing, and implementation of IT & A/V enterprise systems and technology integrations with backend and unit services

Utilize analytical and creative problem-solving skills to comprehend project requirements and develop, implement, and manage reliable systems and connections, adhering to best engineering practices

Act as a technical advisor during project development by collaborating with stakeholders and providing expertise on technical features and processing options

Ensure project success and adoption by demonstrating effective communication and relationship-building skills while collaborating with, supporting, advising, and educating partner units and team members on the use of new services, handling sensitive data, and incident resolution

Manage complex project inquiries and special assignments by systematically collecting relevant information, developing a comprehensive action plan, and either directly executing the plan or coordinating resources with team members to ensure task completion

Provide second/third-tier technical support, root cause analysis, and service restoration for daily operations and project efforts in a complex, distributed IT infrastructure environment, including participation in an after-hours and weekend on-call rotation

Perform a broad range of IT & A/V infrastructure installation, configuration, and support services. These include, but are not limited to, audiovisual and classroom support, digital signs, enterprise software, and network support. Work assignments encompass issues involving various infrastructure components and their integration, such as Crestron programming, as well as requiring proficiency with the ITS networking tools

Demonstrate quality service and accountability in the process of resolving incidents as evidenced by the delivery of accurate, timely, and efficient communication, solutions, and data to meet customer needs

Collaborate with central IT and external vendors to ensure reliable, secure, and compliant operation of all unit-specific systems

Maintain comprehensive documentation of system architecture, operational procedures, and project deliverables

Under the guidance of the AV Lead Supervisor or Operations Manager, act as the co-supervisor of the student staff of the Operations team (20-25 students). This includes, but is not limited to, their hiring process, scheduling, disciplinary process, technical and professional skill development, task assignments, serving as their primary point of escalation for workflow and customer service issues, and overseeing the quality of their support work

Support and coach students on how to effectively collaborate with team members, unit partners, and shared service providers, while also contributing to efforts to develop, implement, and maintain consistently high uptime of infrastructure systems

Act as a mentor and technical lead, guiding colleagues and student staff in best practices for systems maintenance and troubleshooting

Develop standard operating procedures (SOPs) for student staff, as well as training materials that align with the primary supported systems for all staff on the Operations team

Stay current with relevant advances in technology. Responsible for maintaining and updating knowledge of IT policies and procedures, hardware, software, and technical services. This can include: on-the-job training, attending technical courses or conferences, reading, research, and testing

Demonstrate skill development by actively participating in growth opportunities. Apply new skills/knowledge to the job as evidenced by the ability to efficiently and effectively perform assigned duties. Meets or exceeds customer expectations and performance metrics

Demonstrate effective communication skills when providing training and mentoring to less experienced staff, resulting in staff and teams using and implementing the latest policies, procedures, and best practices to accomplish tasks

Qualification

A/V infrastructure supportWindows/Mac systems administrationNetwork troubleshootingCrestron programmingTechnical documentationCustomer service skillsAnalytical problem-solvingInterpersonal communicationTeam collaboration

Required

Bachelor's degree or equivalent years of education and experience (computer-related certifications)

Minimum of 3 years of related experience in desktop support, troubleshooting, or administering Windows and/or Mac-based systems and layered software

Minimum of 2 years of related experience troubleshooting network connectivity, printing issues, A/V issues, digital signage, and/or related technologies

Extensive knowledge of information technology products and services

Demonstrated ability to identify and resolve computing vs. A/V issues

Experience integrating computing components in small- and medium-scale presentation and auditorium environments

Work Authorization: Must be legally authorized to work in the United States without company sponsorship

Preferred

A valid U.S. driver's License

Experience supervising student staff

Experience with process improvement and writing technical documents

Experience with the U-M information technology environment, including MiWorkspace

Demonstrated ability to leverage appropriate technical tools to perform initial root-cause analysis and service restoration for Windows or Mac operating systems

Programming experience in computer languages, Crestron systems, or scripting

Familiarity with desktop storage and/or backup technologies

Company

University of Michigan

Glassdoor4.3

The mission of the University of Michigan is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving, and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future.

Founded in 1817

Ann Arbor, Michigan, USA

10001+ employees