Client Technologies Tech II

Job Description

PURPOSE AND SCOPE: The Client Technologies Technician II will be responsible for supporting and maintaining PC, peripherals, in-house audio-visual equipment, and non-print media assets as required. This will include operating, maintaining, distributing, installing, configuring, repairing, and upgrading various PC, audiovisual, and media products while ensuring their optimal performance. Will support services for specialized computing and/or multiple technologies and perform complex and diverse computer and/or AV support activities.

The Client Technologies Tech II will work directly with faculty and staff to define PC Desktop and/or AV requirements. This position is a member of a 24/7/365 global department.

• Provide desktop and AV Support to all Faculty, Staff, and students;
  Assist with the planning, setup, and monitoring of Campus/AV events including calendar & AV appointments
• Support and maintain technology including PC, peripherals, in-house audio-visual equipment, and non-print media assets as required;
  Operate, maintain, distribute, install, configure, repair, and upgrade various PC, audiovisual, and media products while ensuring their optimal performance
• Troubleshoot highly complex technical problems and perform analyses to determine root cause of problems;
  Perform software troubleshooting on customers' computers as related to hardware or software issues
• Monitor the ticket queue to ensure that service level agreements are being met and customers are being taken care of in a timely manner
• Create or update software package that are required on the base configuration of LSC computers;
  Work with project teams in the design, creation, and/or in testing of new products, services, and procedures
• Assist customers through consultation, diagnosis, and implementation of solutions that are reasonably within resources and that will leverage existing technologies at the College
• Install and remediate AV equipment including but not limited to classroom setups, podium assembly, cable termination, projectors, screens, control equipment, etc. with the usage of both hand and power tools
• Perform periodic checks of computer labs and classrooms to make sure that all PC and AV equipment is functioning properly
• Provide end-user training and assistance and collaborate with other teams and departments to find solutions to end-user s goals and technical needs
• Work with OTS team members to improve user experience
• Deploy lab environment computers and maintain software development and hardware changes to fit class needs
• Responsible for other reasonable, related duties as assigned

• Possesses specialized knowledge of PC Desktop and/or AV systems, processes, or software as required
• Highly detailed understanding of Windows and Mac operating systems
• Demonstrated background of strong customer service orientation
• Highly skilled at explaining technical subjects to non- technical as well as technical customers
• Has deeper knowledge of the specific area or areas of IT in which they specialize
• Maintains an awareness of state of the art concepts, practices and technologies and applies this awareness to his/her work
• Understands the purpose and operations of other teams within IT
• Ability to extrapolate existing information/practices to solve problems;
  May help team members and/or customers clarify somewhat complex problems or situations
• Ability to identify and resolve issues (e.g., technical, disagreements, business concerns) within a group
• Ability to translate technical information into specifications or action plans;
  May probe with customers to discover unexpressed information
• Ability to, with or without formal authority, persuades and influences others
• Ability to negotiate needed actions, using established precedents
• Ability to informally coach others (e.g., students, new hires, other team members or customers)
• Ability to recommend new procedures affecting several teams
• Demonstrated ability to prioritize tasks to be completed in the short-term
• Ability to identify complex, multi-faceted problems and takes immediate action to address them
• Knows and follows standard operating procedures