IT Support Specialist - Learning Environments

Under limited to moderate supervision, provides technical solutions to faculty, staff, and students for all aspects of classroom Academic Technologies, including but not limited to displays, complex audio and control systems, and lecture capture software. Significant focus on IP based network audio and visual (AVOIP) academic technology primarily comprised of Extron, QSC, and Dante environments. Ability to work independently as a subject matter expert with an emphasis on learning new skills through training and certifications.

All work and results are documented within a ticketing application. Learning Environments specialists are dispatched to provide hands-on support when a remote solution is not available. Must be able to work within an ITIL, metrics driven environment. All work is guided by the published ITIL Service Operations Framework. Each individual is expected to coordinate with our Service Desk and Mobile Action teams to deliver fully comprehensive support. Must be capable of remote, phone, and chat support, as well as on-site visits and working a service counter. All IT Support Specialists work in a 0-3 Tiered support environment. Any specialist may be required to work in any of the four tiers as needed.

IT Support Specialists (ITSS) are expected to understand and follow consistent defined processes for all service interactions, while observing established standards. The ITSS focuses on continual improvement of their own skills as well as the documented service and troubleshooting processes used by the myIT division.

This position will work the 11:00 am to 7:30 pm shift. Hours of operation will vary with season and semester schedule and may include limited nights and/or weekend work.

• At all times employees are expected to uphold Creighton's core values and demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment, while adhering to all University Ethical Standards of Conduct, rules, regulations, and job requirements, including required educational trainings.

• Assists users, via on-site visits and/or remote tools, in troubleshooting and resolving hardware and software issues related to classroom and conference room technologies. This includes but is not limited to AV hardware and computer software. Solves moderately complex problems and may coordinate required effort from multiple support groups, including outside vendors.

• Basic operational support and team awareness. All workflow and results are documented in a ticketing application. Process and knowledge documentation via Knowledge Base Articles. Communication amongst team members for purposes of cross training.

• Preventative maintenance and testing of high-impact classrooms and conference rooms to maintain peak functionality and minimize impact to end-users.

• Continuous pursuit of training and certifications relative to existing AV environment and industry changes.

• Team meetings and other duties as assigned.

• Training of end-users on basic functionality of AV hardware and lecture capture software in classroom and conference room spaces.

Qualifications:

• Bachelor's degree in related area and/or equivalent technical certification and experience desired.

• Minimum of 2 years combined experience in one or more of the following:

• Basic understanding of TCP/IP function, network topologies, and related technology

• Supporting classroom A/V technology including:

• Qsys AV cores, peripherals, and designs

• Extron NAV including encoders and decoders

• Dante monitoring and source routing

• Hardware such as monitors, speakers, and cabling.

• Windows and Apple environment experience required.

Licenses/Certifications:

• Avixa CTS, Extron ECS, Extron NAVS, Q-Sys Design Level 1, or equivalent documented experience working with these technologies preferred.

• Must have a current and valid driver's license with a clean driving record for the last 3 years and no major violations within the last 5 years;

• ITIL Foundations Certification or pass within first 6 months of employment

Knowledge, Skills, and Abilities:

• Experience with video conferencing such as Zoom, Teams, and/or Webex.

• Basic understanding of AV signal flow.

• Basic ability to read AV room diagrams

• Comfortable with technical training for a small to medium 2-20 person group.

• Experience creating technical documentation.

• Proven ability to work with a team to deliver value based solutions to partners.

• Strong interest in in learning about AVoIP and Audio Vistual technology.

• Proficient in Microsoft Office applications;

• Accountable

• Adaptable

• Collaborative and teamwork-oriented

• Customer relationship manager

• Innovative and creative thinker

• Mission and service-oriented

• Openness (zest) for learning

• Results-oriented

• Excellent communication skills

• Professional phone etiquette

• Self-starter

• Detail-oriented

• Dependable

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AAP/EEO Statement

Creighton University is committed to providing a safe and non-discriminatory educational and employment environment. The University admits qualified students, hires qualified employees and accepts patients for treatment without regard to race, color, religion, sex, marital status, national origin, age, disability, citizenship, sexual orientation, gender identity, gender expression, veteran status, or other status protected by law. Its education and employment policies, scholarship and loan programs, and other programs and activities, are administered without unlawful discrimination.

Disclosure Statement

This description describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Regular, reliable attendance is an essential function and all employees are required to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work in excess of normal working hours as workloads and seasonal activities necessitate. A complete description is available in the Human Resource office located at 3006 Webster Street Omaha, NE. Creighton University reserves the right to modify duties, responsibilities and activities at any time with or without notice.