Job Description Summary

Under general direction, provide support to clients in their use of technology, including software, hardware, audiovisual, and networking issues. Function as a support resource and assist other support staff, providing ongoing guidance to the clients and support team. Troubleshoot and solve technical issues related to the designated environment. Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives.

Job Description

Essential Duties :

• Provide Tier II technical support to clients remotely or in the field by identifying, tracking, troubleshooting and resolving requests using appropriate tools and applications. Work on complex issues and proactively identify potential areas that may cause future problems
• Emergency "on-call" rotation
• Escalate complex problems that cannot be resolved to the appropriate SME within TSS or another IT unit, and work with Tier I staff to assure resolution. Assist subordinate staff on balancing excellent customer service with efficient operations
• Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives in the Knowledge Center Support Repository
• Assist with the organization and development of training, consulting, resources, support, and troubleshooting for clients, to include network software, application software, workgroup utilities and audio visual equipment
• Build positive relationships and serve as liaison between areas within IT Services to coordinate technology projects requiring communication, sharing of information, and cooperation across many areas of expertise
• Provide and/or share technical knowledge with other support staff in the resolution of problems/requests related to the designated system; Identify major incidents, outages and security incidents when they are happening
• Assist with the development of document resolutions or workarounds for incidents that lack documentation resolution
• Evaluate new computer hardware, software and audio visual equipment for use at the University, leading teams and synthesizing recommendations.
• Actively promote a customer-oriented environment in which the client is treated professionally and courteously. Actively promote a customer-oriented approach throughout IT Services
• Demonstrate strong customer service skills including the ability to constructively, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions
• Participate in cross-functional projects
• Identify symptoms and break problems into distinct and manageable parts; analyze and interpret root causes associated with a given problem; look at problems from other perspectives; seek other resources/expertise to
  define solutions; assist in solving intra-team problems
• Write clearly and succinctly in a variety of communication settings and styles; get messages across that instigate appropriate actions
• Demonstrate excellent oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients
• Learn quickly and independently; seek opportunities to extend and deepen learning
• Show initiative to make basic decisions in daily work where risk is low, saving manager time; gather inputs and come to practical/sensible solutions; identify and escalates more significant decision point appropriately
• Accurately restate the opinions and needs of others; demonstrate patience and active listening
• Apply principles and processes of service levels to work; identify/highlight service problems
• Participate in professional development activities
• Perform other related duties as required or assigned

Minimum Qualifications:

• Require Associates degree and 2+ years of relevant experience; (OR)
• Require 5 years of relevant experience

Preferred Qualifications:

• Infocomm Audio Visual Technologist Certificate
• Associates Degree in a relevant field, earned by date of hire and 2+ years of relevant experience
• 2-5 years of knowledge & experience with Windows desktop operating systems and desktop business software, such as Windows 7, Windows 10 and Microsoft Office
• 2-5 years of knowledge & experience with Macintosh desktop operating systems and desktop business software, such as Mac OS 10.9.x (Mavericks), Mac OS X 10.11.x (EI Capitan) and Microsoft Office
• 2-5 years of experience with Google products such as Google Doc, Google Mail, Google Drive
• 2-5 years of experience supporting networked printers
• Knowledge of the operation of computer-based and integrated audiovisual learning environments
• 1-2 years of knowledge of Audio, Video, Video Conference and Control Systems
• 1-2 years of knowledge of Installation and mounting of AV equipment such as projectors, Flat panel televisions, brackets, etc.
• 1-2 years of experience testing and troubleshooting cabling and audio visual equipment
• Poses general knowledge of construction & the AV industry
• 2-5 years of experience with wired and wireless networks, IP Addresses, and DHCP
• Familiar with managing Windows using Group Policy, Imaging and other tools

Additional Position Information (if applicable)

Required Application Documents

Resume & Cover Letter

Special Instructions (if applicable)

N/A

Additional Information

A criminal background check is required. All campuses are smoke- and tobacco-free campuses.

This organization participates in E-Verify.

About Miami University

“Miami University, a student-centered public university founded in 1809, has built its success through an unwavering commitment to liberal arts undergraduate education, with complementary quality graduate programs, and the active engagement of its students in both curricular and co-curricular life. With a student body of 16,000, Miami effectively combines a wide range of strong academic programs with faculty who love to teach and the personal attention ordinarily found only at much smaller institutions. Faculty and staff are highly valued for their contributions toward the Miami experience. Employees enjoy a competitive benefits package and stable work environment as they work to support the university’s educational mission. Miami’s main campus is located in Oxford, Ohio, 35 miles northwest of Cincinnati, with regional campuses located in Hamilton and Middletown, Ohio, and a center in Luxembourg. Known as one of the most beautiful campuses in the nation, Miami, the nation's tenth oldest public university, is recognized for its striking red brick Georgian-style architecture and tree-shaded lawns. Take a Virtual Tour from our website.”

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