AV Support/Specialist - College of Dentistry

IT Support Specialist

UIC is seeking an IT Support Specialist to join our College of Dentistry IT team. Under general supervision, performs complex setup, installation, repair and troubleshooting of computer hardware and software, printers and audio-visual equipment while supervising staff in performance of less complex activities. Assists with helpdesk operations and hardware and software classroom technologies and provides end user support, remote or in-person, to College's faculty, staff and students in meeting their technology needs. Responsible for IT asset management activities of client endpoints.
Duties & Responsibilities:
Assist with Helpdesk operations by responding to IT support requests related to hardware, software, networking and/or audio/visual equipment and other peripherals and technology equipment. Answer the IT Helpdesk phone and provide end user support by phone or in-person, as required, making use of a commonly available campus-wide Helpdesk ticketing system and remote support software.
Assist with the imaging, setup, installation and preventive maintenance of computer systems, along with printers/scanners, audio/visual equipment and related accessories throughout the College, performing most complex/difficult operations personally. Assist with network surveys and troubleshooting networking issues, requests for activating network jacks, fixing old jacks, etc.
Responsible for IT asset management and hardware lifecycle of client endpoints; supervise proper disposal of surplus computer and related IT equipment, properly tagging items, coordinating disposal and removing items from inventory.
Train and supervise graduate assistants (student workers) assigned to Helpdesk operations.
Have functional understanding and expertise in the operation of lecture hall audio/visual (A/V) equipment and related education & learning technologies.
Act as a liaison with A/V equipment vendors, assisting with A/V upgrades and installation projects, as the need arises. Coordinate with UIC Technology Solutions and third party vendors vendors and service providers for computing needs, AV system upgrades and installations, along with timely and efficient resolution of AV equipment issues. Keep up to date with new and emerging AV technologies and recommend improvements to the AV systems and infrastructure.
Thoroughly, accurately and promptly document incidents, problems, and requests through UIC's TeamDynamix (TDX) ticketing system. Create and maintain Job Aids and Knowledge Base articles on recurring or technically specific issues for classroom and meeting space technologies which included documentation and user manuals. Conduct training sessions for staff on the proper use of AV equipment and systems in classroom and meeting spaces.
Assist faculty/staff/students with lecture recordings in Echo360, screen casting, and video streaming, as necessary.
Assist faculty/staff/students with web and video conferencing for classes, meetings and events, using Zoom, Teams or similar collaboration platforms.
Maintain a high level of client satisfaction through effective communication and prompt resolution of support requests, including escalation to other staff or vendor contacts as needed.
Perform other related duties and participate in special projects as assigned.
Minimum Qualifications Required:
High School Diploma or GED equivalent
Minimum 1 years of professional IT experience within IT Support Services which includes demonstrated experience providing end-user technical and troubleshooting support with computer hardware, software and classroom technologies within desktop and networking environments via, telephone, ticketing systems and/or onsite resolution.
Preferred Qualifications:
Professional work experience in a clinical/dental healthcare and higher education environment.
Exhibit ability to interact comfortably, tactfully, and effectively with internal and external constituencies.
Excellent oral and written communication and interpersonal skills
Demonstrated ability to work collaboratively in a team-based organization.
To Apply: For fullest consideration click on the Apply Now button, please fully complete all sections of the online application including adding your full work history with specific details of your duties & responsibilities for each position held. Fully complete the education, licensure, certification and language sections. You may upload a resume, cover letter, certifications, licensures, transcripts and diplomas within the application.
Please note that once you have submitted your application you will not be able to make any changes. In order to revise your application you must withdraw and reapply. You will not be able to reapply after the posting close date. Please ensure the application is fully completed and all supporting documents have been uploaded before the posting close date. Illinois Residency is required within 180 days of employment.
The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates.