User Support Specialist - Audio / Visual
St. Norbert College

Job Info

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St. Norbert College (SNC), a nationally-ranked, private, Catholic, liberal arts college is seeking a User Support Specialist - Audio/Visual. This position provides quality and timely first-line technical support of audio/video equipment, computers, and mobile devices throughout the college. They respond to technical issues and provide documentation and training on how to use college-owned equipment. This position also serves as a liaison between Information Technology Services (ITS) and Athletics and assists with supporting digital signage, scoreboards, and time clocks; acting as a resource for Athletics and vendors for installation, service, and support issues.

The User Support Specialist - Audio/Visual collaborates with members of the ITS division, User Support, Academic Technology, and other stakeholders to design and maintain effective technology-enabled teaching and learning environments. In addition, they coordinate and supervise contracted work for all campus A/V installations and maintain a detailed inventory of campus-wide AV.

This position requires strong technical expertise, broad user technical support experience, and a firm commitment to providing exceptional customer service.

Specific responsibilities:

​AV System Design, Implementation & Support (30%)

• Assist in designing, evaluating, and implementing AV systems and technology-enabled spaces across campus.

• Develop and maintain standards for AV room designs, technical drawings, and asset inventories.

• Plan and support the learning space refresh program and administer remote monitoring tools.

• Research and recommend emerging technologies to enhance teaching and learning, and assist with pilot projects.

• Create and maintain technical support documentation and training materials, and deliver individual/group training sessions.

• Build and maintain relationships with AV vendors.

Classroom & Event Technology Support (30%)

• Provide technical support for classroom and conference space AV systems, including installation and operation of media equipment (projectors, speakers, TVs, cameras).

• Troubleshoot issues related to video, sound, and control systems, and ensure equipment readiness for events.

• Prepare and manage livestream events (Zoom, YouTube), including licensing and troubleshooting AV streaming or conferencing issues.

• Assess and recommend solutions for AV, web streaming, and video conferencing needs.

Digital Signage & Athletics Streaming (20%)

• Support installation, maintenance, and troubleshooting of digital signage systems for displaying event information, videos, and marketing messages.

• Assist with Athletics streaming solutions and recommend improvements.

Service Desk Support & IT Operations (20%)

• Provide backup support for the Service Desk, managing incoming tickets, troubleshooting hardware/software issues, and performing account administration (password resets, user permissions, file restoration).

• Perform routine system maintenance, test new releases, and create system outage notifications.

• Supervise student workers, coordinate contracted services, and stay updated on industry trends.

Supervision Exercised Over:

• 1-2 student workers

Required Minimum Qualifications:

Education -

• Bachelor's degree in IT, Computer Science, Business Administration, or a related field.

Experience -

• 3-5 years in AV, IT, or technical support, preferably in academia.

• Supporting faculty and students, video conferencing, streaming, and learning space design.

• Troubleshooting AV systems and working with Extron software (certification is a plus).

• Familiarity with AV documentation, wiring diagrams, and blueprints.

Certifications (Preferred) -

• CTS-D, CTS-I, Extron Control Professional, Microsoft MCSE, Apple, CompTIA.

Technical Knowledge -

• Expertise in HD systems, IP streaming, and transport protocols.

• Proficiency with computer hardware, IP networking, and video streaming.

Skills -

• Customer service commitment.

• Strong analytical, problem-solving, and prioritization abilities.

• Exceptional communication and interpersonal skills.

• Collaboration in team settings and independent work.

• Meticulous documentation and follow-up.

Other -

• Demonstrated commitment to diversity in an academic or workplace setting.

Benefits package:

The College offers an outstanding benefits package including health, dental, vision and life insurance; retirement plan; paid time-off and tuition waiver. For more information, please visit: https://www.snc.edu/hr/workinghere.html.

Application instructions:

Applications received by January 1, 2025 will be ensured full consideration. However, applications will continue to be accepted until the position has been filled. A cover letter and resume are required with your application.

St. Norbert College (SNC), a Catholic, Norbertine and Liberal Arts College provides an educational environment that fosters intellectual, spiritual and personal development. As the only Norbertine institution of higher learning in the world, our roots, traditions, and commitments create a unique and enriching educational experience for our students.

At SNC, our commitment to communio - the Norbertine ideal of a community united as one - is grounded in the principles of dignity, truth and justice. Consistent with these principles, St. Norbert is proud to provide equal employment opportunities to all employees and applicants for employment.

We seek those who will embrace our mission and commitment to building a vibrant, diverse and spiritually engaged community (https://www.snc.edu/mission/gettingtoknow.html).

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