- Job Type: Officer of Administration
- Bargaining Unit:
- Regular/Temporary: Regular
- End Date if Temporary:
- Hours Per Week: 35
- Standard Work Schedule:
- Building:
- Salary Range: $71,000 - $82,000
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.
Position Summary The AV Support Technician provides first- and second-level technical and audio-visual support for faculty, staff, students, and guests, ensuring the effective operation of classroom, conference room, event, and end-user technologies. This role is responsible for diagnosing, troubleshooting, resolving, and escalating technical issues through the University's IT service management platform while delivering exceptional customer service. The AV Support Technician supports audio-visual systems, desktop and mobile devices, enterprise applications, and network connectivity, while contributing to technology projects, maintaining technical documentation, and supporting the continuous improvement of IT services.
Responsibilities Audio-Visual & Event Technology Support- Provide technical support for classrooms, conference rooms, meetings, special events, and hybrid learning environments.
- Configure, operate, maintain, and troubleshoot audio-visual equipment, including displays, projectors, microphones, cameras, presentation systems, and video conferencing technologies.
- Support Zoom, Microsoft Teams, and other collaboration platforms to ensure successful virtual and hybrid meetings and events.
- Respond to and resolve audio-visual support requests in a timely and professional manner.
- Assist with the planning, setup, testing, and breakdown of technology for meetings, conferences, and special events.
Technical Support & Service Delivery- Serve as a primary point of contact for end-user technical support through walk-up, remote, and ticket-based service channels.
- Analyze, troubleshoot, document, resolve, and escalate hardware, software, application, and connectivity issues.
- Manage and respond to incidents and service requests using the ServiceNow IT Service Management (ITSM) platform.
- Deliver exceptional customer service and technical support to users across multiple locations.
- Create and maintain technical documentation and knowledge base articles to support service delivery and user self-service.
Endpoint & Device Management- Configure, deploy, maintain, and troubleshoot desktops, laptops, mobile devices, printers, and peripheral equipment.
- Perform workstation imaging, software installations, updates, and system configurations.
- Support Windows, macOS, iOS, and Android operating systems and devices.
- Maintain hardware and software inventory records and assist with asset lifecycle management.
Systems & Application Support- Support enterprise applications and productivity tools, including Microsoft 365, Zoom, Microsoft Teams, Adobe Acrobat, OneDrive, Box, and related technologies.
- Assist with user account administration, access management, permissions, and authentication services, including Active Directory, Azure Active Directory, Okta, and multi-factor authentication solutions.
- Collaborate with infrastructure and engineering teams to support system maintenance, upgrades, and operational initiatives.
Network & Security Support- Assist with troubleshooting network connectivity issues, including LAN, WLAN, TCP/IP, VPN, and remote access services.
- Support endpoint security tools, device encryption technologies, and institutional security standards.
- Maintain documentation related to technical support activities, asset management, and system configurations.
Project Participation & Professional Development- Participate in technology projects, deployments, upgrades, and continuous improvement initiatives.
- Contribute to departmental goals and strategic technology objectives.
- Engage in ongoing professional development and technical training to maintain current knowledge and skills.
- Perform other related duties as assigned.
Minimum Qualifications - Bachelor's degree or equivalent in education and experience, plus three years of related experience in audio-visual support, desktop support, service desk support, or related technical support services.
- At least one (1) year of experience serving as a primary point of contact for end-user technical support.
- Experience supporting and troubleshooting audio-visual technologies, video conferencing platforms, and presentation systems.
- Experience supporting Windows and macOS operating systems and Microsoft 365 applications.
- Experience supporting mobile devices, printers, scanners, laptops, and related peripherals.
- Basic understanding of networking concepts, including TCP/IP and connectivity troubleshooting.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent customer service, interpersonal, verbal, and written communication skills.
- Ability to communicate technical information effectively to non-technical audiences.
- Demonstrated ability to work independently, prioritize competing demands, and remain composed under pressure.
- Strong organizational skills, attention to detail, and follow-through.
- Ability to work collaboratively in a team-oriented environment and adapt to changing priorities.
Preferred Qualifications - Experience supporting classroom, conference room, and event technologies in a higher education environment.
- Experience supporting faculty, staff, and students within a college, university, academic medical center, or research institution.
- Experience with Microsoft Intune, SCCM, Active Directory, Azure Active Directory, Okta, or endpoint management solutions.
- Experience working with IT Service Management (ITSM) platforms, including ServiceNow.
- CompTIA A+, CTS (Certified Technology Specialist), Microsoft, Apple, or other relevant technical certifications.
- Experience supporting hybrid and cloud-based collaboration platforms, including Microsoft Teams and Zoom.
- Experience with endpoint deployment, imaging, and device management technologies.
Equal Opportunity Employer / Disability / Veteran Columbia University is committed to the hiring of qualified local residents. |
