Job Description

Description

Information Technology Services at West Virginia University is currently accepting applications for a Classroom and Event Technologist.

About the Opportunity

This position provides technical expertise and operational support to WVU’s classrooms and event locations. The position is responsible for the installation, testing, administration, maintenance, and support of audio video (AV) equipment, controllers, presentation computers, microphones, and other academic technologies in the classrooms which facilitate instruction and learning. This position also provides technical support for hybrid/remote work scenarios including online meetings, webinars, and remote instruction.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

37.5-hour work week
13 paid holidays (staff holiday calendar)
24 annual leave (vacation) days per year (employee leave)
18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
WVU offers a range of health insurance and other benefits
401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ’s.
Wellness programs
What You'll Do

Provide direct support for the technology in WVU classrooms. Support includes assisting faculty, staff, or event presenters with the AV equipment, presentation computers, cameras, projectors, lighting, or other academic technology in the classroom. Support includes in-person on-site support, phone support, and remote support (where applicable).
Computer Support – This position provides first tier computer support for presentation and podium computers as well as other client computers used to facilitate classroom teaching and event presentation. Computer support includes hardware recommendations, Windows and macOS operating system support, M365 Apps (Office) troubleshooting, AV input/output configuration, and troubleshooting software related to classroom instruction or event presentation.
Customer Support – This position provides timely and professional support to persons utilizing WVU classrooms and event locations. Frequently this support entails troubleshooting AV setups and presentation computers immediately before or during live classes and events. Ability to maintain a professional demeanor and solve complex technical issues in stressful situations is critical to this position.
Maintain accurate records and documentation of incidents and support requests using WVU’s ITSM tools.
Network and telecommunications support. Configure network switch interfaces for data and voice networks, troubleshoot data port connectivity, network card interfaces (NICs) and cabling.
Technical design and space assessment. This position will work with senior professional technologists to perform technical needs assessment, provide AV, hardware, software, and systems recommendations for classrooms and event spaces.
Maintain a detailed and accurate inventory of rooms, event spaces, and the technology and equipment present in these areas. Provide inventory analysis and documentation outlining equipment maintenance needs, equipment repairs/replacements, and equipment refresh lifecycles.
Research, test, and make recommendations to leadership on existing or emerging technologies related to instructional design.
Research, test, and make recommendations to leadership on systems, hardware, multimedia configurations, AV equipment, and room design to modernize WVU’s classrooms and event spaces.
Monitoring and alerting for AV equipment connected to the WVU network.
Provide support and assistance for faculty and staff who use WVU online collaboration tools for distance learning, telehealth, web conferencing, webinars, and large event meetings. These tools include Zoom, Teams, Panopto, and other related technology in the classroom/event space.
Provide support for podcast recordings and streaming.
Create and maintain technical documentation for ITS CET technologies, procedures and processes. This includes internal documentation, KB articles, and posted signage in the classrooms.
Assist with customer training and adoption of classroom technology, events technology and equipment, and instructional software.
Participate in CET’s rotating on-call schedule, providing emergency support/assistance for events and classrooms during CET’s published hours of operation.

Qualifications

Bachelor of Science or equivalent experience in an instructional design, multimedia, or technology related degree.
Zero (0) - one (1) year of experience in the following:
Technical experience in an IT or AV support related field
Customer support experience
Any equivalent combination of related education and/or experience will be considered.
All qualifications must be met by the time of employment.
Knowledge, Skills, & Abilities

Excellent customer service is essential. The incumbent must show strong interpersonal skills, with the ability to interact professionally with all levels of the WVU organization, including executive leaders, faculty and instructors, doctors and medical staff, technical staff, managers, and end users.
The ability to work effectively under pressure is required.
Must have ability to prioritize multiple projects simultaneously and be able to make decisions independently. Must be able to articulate clearly and concisely to a wide variety of multicultural users. Strong communication skills in English, both written and oral are required.
Must have the ability to work both independently and as part of a team. Must demonstrate the ability to reason logically, analyze and resolve IT and AV problems in complex environments. Must demonstrate the ability to manage, coordinate, and prioritize multiple tasks and workloads at the same time. Ability to research and follow instructions on a wide array of technologies, both from internal and external resources.
Audiovisual – The incumbent must show skillsets and the ability to learn complex audiovisual systems that span multiple IT areas including hardware, software, networking, multimedia, and computer support. This position must be able to quickly analyze technical issues and provide timely results to minimize classroom/event downtime.
AV Systems integration – The incumbent must show ability to understand all components of an AV system or room setup. They must be able to support both the individual components of the AV system and the integrated
system/room.
Must have the ability to analyze complex AV situations, clearly define and document relevant data and processes, and logically test and work through solutions. Ability to document solutions, processes, and procedures in a clear logical manner is required.
Skills in technical analysis and design recommendations
Skills in general computer support including but not limited to Windows/macOS operating systems, M365 Apps (Office), web browsers, and online collaboration tools, specifically Zoom and Teams.
Ability to present tutorials related to classroom technology and procedures.

Requirements

A valid driver’s license. Incumbent must provide own transportation to travel across campus to provide classroom and event technology support to all University locations.