I. JOB OVERVIEW Job Description Summary : GW Information Technology (GW IT) provides empowering tools and caring support for all members of The George Washington University (GW) community.

We are focused on driving digital transformation and innovation to enable the academic and operational excellence of our students, faculty, staff, and researchers.

At GW IT, we are committed to cultivating a team culture that values diversity, inclusion, respect and collaboration, and invests in each of our team members to grow in their technology and career skills.

This technical support position provides AV technology support in a call center or technology support center environment, with hours that include evening and / or weekend operation, and typically handles Tier I and Tier II requests by users.

The position is responsible for the following duties :

• Responds to AV support calls and provides on-site customer training (one-on-one and small group) in classrooms and collaboration and event spaces;
• Reports feedback gathered from customer interaction during support calls and training;
• Provides technology support for special events to include AV equipment setup, testing, operation, and strike-down;
• Trains student wage staff on audiovisual best practices and troubleshooting techniques;
• Performs routine inspection of audiovisual system operation for controlled (and non-controlled) audiovisual and advanced video conferencing systems;
• Performs intermediate-level service functions as needed to maintain full operational status of AV technology, including evaluation of issues escalated from call center, technology support centers, and customer representatives;
• Replaces audiovisual equipment, conducts signal flow analysis, tests cables, tests audiovisual systems, documents system changes, and repairs audiovisual equipment;
• Consults with advanced-level technicians while applying configuration updates and control file updates to audiovisual systems;
• Documents technical troubleshooting procedures and resolutions for support issues using the incident management tool;
• Acts as a liaison with third-party audiovisual vendors in relation to warranty and technical support questions;
• Processes return merchandise authorization (RMA) documents for equipment troubleshooting and repair;
• Performs installation duties during audiovisual upgrade projects. This includes performing site surveys, equipment decommission, cable termination, rack building, cable handling and mounting equipment per industry best practice and university policy;
• Provides assistance with AV and IT operations within the technology support centers;
• Recommends opportunities for improvement for customer support and technology upgrades within the technology support centers.

This includes internal and external technical operational procedures and classroom technology capabilities.

Performs other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position. Minimum Qualifications :

Qualified candidates will hold a high school diploma / GED plus 3 years of relevant professional experience, or, a Bachelor’s degree or higher in a relevant area of study.

Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.

Additional Required Licenses / Certifications / Posting Specific Minimum Qualifications : Preferred Qualifications :

• Strong verbal and written communications, organizational, interpersonal and customer service skills.
• 2 years of service-oriented position within service delivery or A / V environment with experience with installation and commissioning of audiovisual systems.
• Ability to work within a team environment and demonstrate reliability, sense of urgency, attention to detail, and problem-solving skills.
• Demonstrable experience supporting MacOS, iOS, and Windows based endpoint devices alongside other IT technicians.
• Course certification for audiovisual products (ie. Crestron, Extron, AMX, Biamp).
• Knowledge of network-based troubleshooting.
• InfoComm CTS-I certified.
• Comptia Network certified.

Last updated : 2024-05-06