Learning Environments Technical Support Specialist
University of Southern California (USC)
Location: Los Angeles, California
Internal Number: REQ20120428
Learning Environments Technical Support Specialist
USC Marshall School of Business Marshall Technology Support
The Marshall Technology Support (MTS) group provides technology assistance and support for Marshall faculty and staff offices, libraries, student and instructional spaces.â¯ Additionally, the group provides budget management for the IT and Library groups, procurement services to faculty, and asset management for Marshall.Â Â Â
Our service area covers the Marshall University Park Campus and downtown areas as well as remote assistance.â¯â¯This team offers assistance in classroom, meeting/conference room or learning environment spaces and handles start-up and shut-down of classroom equipment such as projectors, screens, instructional station, etc. as well as use of the equipment.Â The team also provides setup and ongoing support of Marshall computer equipment to faculty and staff.Â Â
Responsibilities and Duties
Provides specialized technical maintenance and customer service support for faculty, staff and students. Monitors the performance of supported hardware and software resources. Ensures proper functioning and access to network, software and hardware in all learning environments. Assists with problem resolution and facility management activities.
Identifies, diagnoses, tests and resolves audio-visual support for learning spaces and/or computer network and server performance problems in a multi-platform environment. Uses established systems to monitor, troubleshoot and support faculty and student use of audio-visual equipment in learning spaces. Coordinates technical support and problem resolution. Completes and submits comprehensive end of day shift reports.
Performs diagnostic, technical assessment, and administrative work involved in planning, design, and installation of equipment such as networked and standalone multimedia equipment, cameras, computers and audio-visual wall boxes and related hardware and software configurations in office and classroom locations.
Provides consultative services for faculty, staff and students on the use of multimedia hardware and software. Assists faculty and students in using multimedia and computer-based resources such as various multimedia control systems and touch panels, digital projectors, mixers, matrix switchers and amps. Analyzes user needs and evaluates new equipment. Recommends new hardware and software purchases based on thorough technology reviews and research findings.
Coordinates the introduction and installation of new multimedia and related computer resources and answers questions regarding their proper use. Determines the best equipment based on business needs. Conducts hands-on training seminars. May oversee help phone services and on-site customer support operations.
Maintains and troubleshoots computer and audiovisual equipment, devices and systems, such as distribution amplifiers, assisted listening systems, wireless microphone systems, and hardwired implementations. Solves problems and resolves issues related to use of facilities. Collaborates with other personnel to improve virtual support presence, management of and access to computing and multimedia classroom resources.
Maintains inventory of all equipment and tracking of all classroom usage.
Assists with developing documentation for staff and student training, end-user procedures including operational and security procedures. Interprets policies and procedures.
Performs other related duties as assigned or requested.Â The university reserves the right to add or change duties at any time.
This position is on an on-site schedule where the incumbent will provide an in-person services on campus.Â
Strong written and oral communication skills
Ability to be flexible and adaptable in the face of changing priorities and fluctuating workloads
Knowledge of AMX and/or Crestron systems
Experience in a higher education environment, preferably in the area of audio-visual/classroom support
Strong knowledge and understanding of audio-visual design diagnosis and troubleshooting
Proficient skills in MS Office, Teams, ServiceNow
Knowledge of customer support and experience interacting and communicating with senior administration and facultyÂ
Directly related program management experience
ITIL and CTS certifications
Minimum Education: Specialized/technical training;Associate's degree; Combined experience/education as substitute for minimum education
Minimum Experience:1 year
Minimum Field of Expertise:Experience in computer center operations within a multi-platform environment for networks, operating systems and applications. Working knowledge of networks and collaboration tools. Solid understanding of information technology concepts for voice and data systems, and ticket system for problem tracking and/or study in networking and/or computer information systems. Specialized knowledge of and experience with audio-visual equipment
Required Documents and Additional Information
Resume and cover letter required (may be uploaded as one file). Please do not submit your application without these documents.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled any time after the minimum posting period has ended, so please apply on the same business day if interested.
USC is requiring all employees, students, staff, and faculty to submit proof of COVID-19 and 1st booster vaccination. There is exemption process available for medical and religious reasons. Your safety is our top priority.Â
USC has excellent benefits, including health benefits for staff and their family with access to the renowned university medical network; eligibility for retirement plans with employer contributions*; tuition benefits for staff and their family; free Professional Development classes; central Los Angeles location with easy access to commuter trains, buses and free tram pick up services; discounts to sporting and other campus events.
The University of Southern California is an Equal Opportunity Employer that Values Diversity.
* University employer contributions may be subject to change due to financial impact of COVID-19
Why join the USC Marshall School of Business?
The USC Marshall School of Business is ideally positioned to address the challenges of a rapidly changing business environment and is ranked as one of the countryâs top schools for accounting, finance, marketing, consulting, entrepreneurship and international business studies.Â
USC Marshall builds on the unique opportunities that stem from its Los Angeles location on the Pacific Rim, its interdisciplinary and impactful research, the momentum generated by the University of Southern California, and the unparalleled engagement of the Trojan Alumni Family. With ready access to industries defining the new business frontier, including bio-technology, life sciences, media, entertainment, communications and healthcare, this vast network offers USC Marshall graduates exceptionally strong support for success in the global marketplace.
Minimum Education: Specialized/technical training; Associate's degree; Combined experience/education as substitute for minimum education Minimum Experience: 1 year Minimum Field of Expertise: Experience in computer center operations within a multi-platform environment for networks, operating systems and applications. Working knowledge of networks and collaboration tools. Solid understanding of information technology concepts for voice and data systems, and ticket system for problem tracking and/or study in networking and/or computer information systems. Specialized knowledge of and experience with audio-visual equipment.
USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.