Primary Purpose

The IT Services Support Tech – AV works within the ITS Department and is responsible for all manner of technical support of end user workstations, AV for college events, and hardware and software systems on COCC campuses. This position troubleshoots and repairs hardware and software issues, provides end user training, presents solutions to campus technology users, and supports technology deployed in classrooms for instruction. Additionally, this position will be accountable for supporting robust AV systems and provide AV support, including design, technical assistance, operations, training, and diagnostics.

Essential Duties and Responsibilities

• Set up all new and replacement workstations, laptops, and printers. Ensure functionality and troubleshoot as needed.
• Troubleshoot system problems such as file corruptions, viruses, memory errors, hard-drive failures, network connectivity, and printing anomalies incorporating other ITS teams as needed.
• Install and repair printers to work with the Microsoft Print Server environment and with different applications within and Microsoft Active Directory network.
• Assist users with technical issues using available methods such as remote help tools, on-site visits, phone, and email.
• Work with customers across college campuses to perform research, testing, evaluation, and implementation of hardware and software solutions.

• Provide technical support for the operation, maintenance, repair, and installation of AV equipment, multimedia and smart classroom equipment, and related campus AV systems.
• Provide training on the application and operation of all forms of audio, video, and computer projection needs to the faculty, staff, and students at COCC.
• In coordination with AV Engineer, conduct AV system design and implementation for new or upgraded AV projects – includes: identifying requirements, specifying equipment and installation, coordinating with vendors and COCC stakeholders, and managing projects to completion.
• Work with AV Engineer to design and install technology to support remote learning classrooms and remote work conference rooms.
• Work with EUS team to perform maintenance on and repair streaming classroom problems.
• Maintain stock of replacement equipment for streaming technology.
• Work closely with E-learning to provide training on streaming technology so they are able to properly train faculty. Assist them with the creation of their training documentation and materials when requested.
• Maintain current certification(s) for streaming technology.
• Coordinate and manage campus events that require AV technologies.

• Work from and manage helpdesk queues to ensure prompt and balanced support while maintaining detailed documentation and reporting of work performed.
• Contribute to the IT helpdesk knowledge base to build a document repository of technical solutions.
• Help build technical support systems, documentation, and standard operating procedures for consistent service delivery.

Knowledge, Skills and Abilities

• Mastery of a wide variety of IT technical skills and knowledge including, but not limited to those related to the A+ Certification, Windows operating systems, audio visual and control systems, printer technologies, a variety of hardware systems, and software deployment.
• Ability to achieve technical certifications for current technologies and integrate technical knowledge and learning as appropriate to achieve high levels of customer satisfaction.
• Must be an excellent problem-solver who can meet challenges for which the solution requires combining personal experience with reasoning abilities.
• Must be able to work collaboratively in a team environment.
• Demonstrated skills in communication both oral and written.
• Must be able to observe and balance priorities in times of emergencies and under users’ pressing demands.
• Must be able to demonstrate ability in quickly resolving network connectivity, hardware, and software problems in various levels of complexity.
• Must have knowledge of fonts, printer drivers, how systems use memory, network drivers, servers, and network components.
• Must be able to meet COCC’s eligibility requirements for driving campus vehicles.
• Having understanding, empathy, and appreciation for the user’s computer environment is imperative.
• Ability to work cooperatively with and contribute to a diverse workplace through ideas or experience.
• Ability to behave professionally with a customer-centric approach.
• Able to learn from critical feedback from customers and supervisors.

Ergonomic Requirements

Working hours may be flexible from week to week based on the scheduling of AV events and activities. Work schedule is at the discretion and approval of your supervisor. Work may involve recurring late or early hours or weekend work. While performing the duties of this position, the employee is required to function effectively indoors in an office environment engaged in work of primarily a sedentary nature with the ability to sit or stand at workstation for extended periods. The employee is regularly required to sit, use hands and fingers, handle or feel objects, tools or controls, reach with hands and arms and requires near visual acuity to write, read written materials and computer screens, and sufficient hearing and speech ability for ordinary telephonic conversations. Occasional lifting over ten pounds for 15 percent of the time. Computer screen is used more than 50 percent of the time. Must be able to kneel, stoop, crawl, and crouch and climb ladders. All individuals are required to be able to perform the essential functions with or without reasonable accommodation.

Minimum Requirements

• Associates Degree or related degree in Computer Information systems, Audio Visual Technology or Electronic Engineering Technology with an emphasis on computer or AV systems.

• Three years’ experience troubleshooting networked computers, AV systems, or hardware and software applications/systems that included significant contact with users.
• One year experience in computer or AV technologies and systems.

• Certifications earned in these areas: A+, Network +, Microsoft Desktop/Windows Support, or the ability to earn those certifications within 12 months of hire date.
• Valid Oregon Driver’s License, or the ability to obtain within 30-days from date of employment.

Equivalency Statement

The College recognizes the value of skills and knowledge gained outside of formal higher education and paid employment. Applicants who do not meet minimum qualifications but present other qualifications or experience equivalent to those required will be considered and are encouraged to apply. To qualify under equivalency, applicants must indicate how they qualify under equivalency by responding to the supplemental question presented during the application process.

Preferred Qualifications

• Bachelor’s Degree in Computer Information Systems, Desktop Support, Networking or System Administration.
• Experience with Crestron programming.
• Certified Technology Specialist (CTS), Bi-Amp or other AV-related certification.