|The Classroom and Technology Support team supports administrative and academic departments as well as students and instructors in the delivery of online and classroom instruction at multiple locations and facilities within the San Francisco Bay Area (Berkeley, San Francisco, and Belmont). Facilities supported include (5) computer-based classrooms, (3) computer labs and an inventory of roughly 70 general classrooms. |
This is an entry level, operational technical support position. The Technical Specialist I provides entry level technical and user support for administrative and academic environments. Success in this role will require strong customer service, technical and time management skills. This position will work amid a team of technical support and customer service professionals responsible for providing all support services to instructors and students using classrooms.
This position works with instructional and/or administrative staff to support existing computer/audio-video technologies and users including: diagnose, troubleshoot and repair hardware; identify and resolve system software conflicts; deploy software images; evaluate, test, install, troubleshoot and maintain a broad range of software and equipment to meet business or instructional needs including standard desktop applications, online course support applications, supporting various version of Windows, Macintosh and Unix operating systems, anti-virus programs and network services; assist with asset and inventory management; support Active Directory user and computer accounts, printer and file sharing services on servers; maintain technical documentation and provide training and orientation to technical and non-technical users.
User Support Ã¯ Provide level I onsite, email, and telephone support to instructors and staff in the use of technology for classroom-based, distance learning courses and offices. Ã¯ Respond to requests for assistance with computer, audio-visual, network and software problems in a timely manner. Ã¯ Support the use of equipment and software such as Windows and/or Macintosh PCs, video conferencing tools such as Adobe Connect, graphics tablets, document cameras, data projectors, DVD/VHS players, video cameras, microphones and tablets. Ã¯ Support includes training users, creating instructions, responding to trouble calls and helping them to use the equipment effectively. Computer, Audio-Video and Network Support Ã¯ Provide level I technical support for computer, AV equipment, peripherals, software and network. Ã¯ Install, repair, configure and setup computers, operating systems, and application software in both academic and administrative environments. Ã¯ Provide scheduled maintenance and support for computer and audio-video equipment. Ã¯ Collect data and contribute to technical projects. Ã¯ Deliver equipment to other centers. Ã¯ Evaluate and diagnose hardware and equipment failures. Ã¯ Document all additions, configuration changes to workstations. Ã¯ Track and maintain accurate equipment inventories. Ã¯ Secure workstations against theft and malicious software. General Classroom Support and Customer Service Ã¯ Provide general classroom support as needed. Ã¯ Assist with room set ups. Ã¯ Deliver course materials and special packets to classrooms. Ã¯ Cover the service desk. Ã¯ Respond to and providing on-site support to instructors and students. Ã¯ Stock classroom supplies. Ã¯ Open and close facility. Ã¯ Maintain appropriate access to classrooms. Ã¯ Resolve room scheduling issues as needed. Facilities Support Ã¯ Assist with the installation of projection screens, computer carts, tables and other furniture used in classrooms. Ã¯ Mount equipment to walls, ceilings or floors. Ã¯ Set up electrical equipment to support the use of laptops, tablets and other mobile technologies.Ã¯ Experience installing, configuring and troubleshooting Windows and Macintosh desktop computers. Experience working with Windows file sharing and print servers. Ã¯ Experience supporting Audio-Visual equipment such as projectors, video cameras, wireless microphone systems, etc. Ã¯ Experience with network deployment tools such as Ghost Suite. Ã¯ Proven experience resolving issues with Microsoft Office and other typical desktop applications. Ã¯ Must have excellent oral and written communication skills, customer service, and organizational and problem solving skills. Ã¯ Must be able to work in a team environment, have a desire to constantly learn new technologies and to share knowledge with team members. Ã¯ Must be able to work independently and take initiative. Ã¯ Must be able to work under pressure with conflicting deadlines while maintaining a professional demeanor. Ã¯ Must have a clear understanding of good customer service. Ã¯ Must be able to interact effectively and courteously with a diverse group of users, including instructors, students, and team members. Ã¯ Must be able to perform all functions of the position. Ã¯ Knowledge of web-based video conferencing and social networking technologies. Ã¯ Must be able to lift up to 50 pounds with or without accommodation.
Education/Training: CompTIA A+ and/or Network+ certification Windows MTA and/or MCSA
Must have a valid California DriverÃs License. This is a part-time position with variable hours, ranging from 20-40 hours per week. This temporary position will last for up to 6 months.
This position will have shifts at both the downtown San Francisco and Berkeley Extension locations, based on operational needs.