IT​/AV Support Specialist

IT/AV Support Specialist

Location: San Jose, CA 95113 – Onsite

Work Schedule: 40 hours/week – Full‑time contract with potential to convert to full‑time employment

• The ideal candidate should have a bachelor's degree in a technology related field and possess 2‑4 years of experience.
• Experience supporting connectivity, AV, personal computers, OS X and Windows desktops and laptops in an enterprise environment.
• Experience with support software such as SharePoint, Microsoft Outlook and other Microsoft applications as well as a portfolio of software applications for both personal productivity and collaboration.
• ITIL, Mac, and Microsoft product certifications are a plus.
• A passion for providing an excellent end user experience is required.
• The position requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service.
• Familiarity with service desk applications and/or incident management environments desired. Excellent interpersonal, communication, and organizational skills are required.
• A flexible schedule is a must as the work hours may include days in addition to evenings, holidays, and weekends.

• Coordinate setup, maintain, and track all technology equipment on the campus. Manage asset disposition of old equipment. Assist in troubleshooting Tier II and Tier III issues and notification of enterprise problems.
• Help oversee campus technology including Internet, phone, digital signs, etc.
• Support all AV troubleshooting to include videoconferencing and audio conferencing room systems, projectors, digital screens, and other related equipment.
• Thoroughly document all work completed in the enterprise ticketing system, Service Now.
• Overall classroom support including assisting faculty and students with accessing applications and university wired and wireless networks.
• Setup and support of classroom technology, select teaching software and events.
• Manage employee and student (Papercut) printers on campus, warranties, updates, upgrades, and supplies, including leased MFDs.
• Provide faculty and staff with 1st and 2nd technology support, troubleshooting operating systems, applications, and network issues, answering questions regarding application use, and the installation of software.
• Champion and train on new and existing IT systems.
• Advise faculty and staff on best practices, university policies, and process improvement.
• Actively promote global security awareness program and serve as the central point of contact for information security incidents or compliance alerts.
• Periodically report campus security status and compliance with relevant policies and standards.
• Envision and plan technology evaluation, consultation, project participation, and implementation to improve user experience and support.