|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 intermediate level, operational technical support position. The Technical Specialist II provides second level technical and user support for administrative and academic environments. They assist instructors and/or staff in the use of computer and audio-visual equipment as well as network services such as Internet access, file sharing and printing services. This position assists with technical projects and can lead equipment roll out projects or aspects of larger projects. Success in this role will require excellent 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; build, manage, troubleshoot and deploy software images; evaluate, test, install, recommend, 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; create, manage and support Active Directory user and computer accounts, printer and file sharing services on servers; develop and maintain technical documentation, develop and deliver training and orientation to technical and non-technical users.
Ã¯ Provide level II technical support to instructors and staff in the use of technology for classroom-based, distance learning courses and offices Ã¯ Design and lead trainings on use of equipment and software for technical support staff 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 Support and Network Ã¯ Provide level II technical support for computer, AV equipment, peripherals, software and network. Install, repair, configure, maintain and setup computers, operating systems, and software in both academic and administrative environments Ã¯ Collect data, provide technical research, contribute to technical projects and lead equipment roll out projects Ã¯ Provide training to other technical support staff as needed Ã¯ Document all additions, configuration changes to workstations Ã¯ Track and maintain accurate equipment inventories Ã¯ Secure workstations against theft and malicious software Ã¯ Contact vendors to report problems and arrange for warranty repair Ã¯ Troubleshoot network and file permission issues Ã¯ Deliver equipment to other centers
General Classroom Support and Customer Service
Ã¯ Provide general classroom support as needed Ã¯ Assist with room set ups Ã¯ Delivering 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¯ Install, and train others to install, projection screens, assemble 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¯ Work with contractors on projects to install infrastructure such as electrical, network cabling and equipment and audio-visual cablingÃ¯ Significant experience installing, configuring and troubleshooting Windows and Macintosh desktop clients as well as audio-visual equipment. Ã¯ Experience supporting network services such as file and print services and supporting Windows domain environments. Ã¯ Significant experience with network deployment tools such as Ghost Suite. Ã¯ Must have excellent oral and written communication, customer service and problem solving skills. Ã¯ Must be able to work, and lead, 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 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¯ Must have knowledge and experience with web-based video conferencing and social networking technologies. Ã¯ Must be able to lift up to 50 pounds with or without accommodation.
Education/Training: Ã¯ Prefer current Linux, MCP or MCSE, A+ and/or Network+ certification.
Licenses or certifications required, if any: Ã¯ Must have a valid California DriverÃs License.