Req #: 233846

Department: UW BOTHELL

Posting Date: 05/02/2024

Closing Info: Closes On 05/23/2024

Salary: $5,782 - $7,778 per month

Shift: First Shift

Notes: As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-summary-classified-staff-greater-than-half-time-20220908_a11y.pdf)

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.

UW Bothell Information Technology is seeking a dynamic and energetic individual that loves technology and new challenges for our Classroom Technology Support Technician position working in a diverse university environment. Ideal candidates, like you, will bring excellent technical and interpersonal skills, a team-oriented and collaborative approach, and a desire to continue to develop and refine your skills. As a member of our team, you will have opportunities to grow technically and professionally.

The Classroom Technology Support Technician (Computer Maintenance Technician 3 (NE S SEIU 925 Non Supv)) is a member of the Academic & Collaborative Technology group in UW Bothell IT and provides critical technical support to the UW Bothell classroom technology infrastructure. This position utilizes excellent customer service and technical skills to provide timely response to classroom technical issues and related audio-visual environments (e.g. conference rooms and event spaces) in support of UW Bothell’s mission to provide an education grounded in innovative and creative curricula, interdisciplinary teaching and research, and a dynamic community of multicultural learning.

The Classroom Technology Support Technician is a member of the Academic & Collaborative Technology group in UW Bothell IT and provides critical technical support to the UW Bothell classroom technology infrastructure. This position utilizes excellent customer service and technical skills to provide timely response to classroom technical issues and related audio-visual environments (e.g. conference rooms and event spaces).

DUTIES AND RESPONSIBILITIES Classroom & Event Support

• Provide technical instruction, guidance, and hands-on support for maintenance activities. Act as primary escalation contact for Classroom Technicians. Perform root cause analysis, document troubleshooting procedures through resolution. Provide additional equipment as a workaround in event of equipment failure to reduce downtime for classes and/or events. Responsible for directing, training, and organizing support teams on projects; inspect work in progress and assure quality standards are met.

• Respond to technical support calls in classrooms, conference rooms, computer labs and event spaces. Troubleshoot technical problems, resolve, or escalate incidents as they occur to restore defined service levels. Perform root cause analysis, document problem resolution and technical troubleshooting procedures. Perform support functions needed to maintain fully operational status of classroom technology and other facilities.

• Implement and manage networked media control and management systems in UW Bothell classroom and event spaces, including installation, system commissioning, and routine maintenance.

• Perform basic LAN networking tasks, such as assigning IP addresses, installing unmanaged switch infrastructure, equipment rack assembly, installation of media components, and configuring communication between classroom devices.

• Administrate and consult for computer-controlled media systems, program and configure integrated A/V systems (AVoIP) including Extron and AMX systems while establishing communication links between each system computer, network switches, touch panels, computer interfaces, system switcher, projector, motorized screens, etc., through campus network, RS-232, HD-Base T, XTP/DTP, infrared, relays, and device control drivers.

• Manage firmware and driver lifecycles on all computer-controlled media devices on campus.

• Create documentation and participate in training programs for user and down-level Bothell IT technician support of implemented systems. Maintain documentation of services and system information including equipment design files, purchases, and as-built drawings with specifications.

• Support Academic & Collaborative Technology Team continual improvement efforts: identifying, researching, and presenting improvements and upgrades to existing and future classroom and event technologies and processes.

• Participate in the planning and implementation of technology initiatives and projects, working closely with the Academic & Collaborative Technology team to ensure alignment with institutional goals and priorities.

• Collaborate with Service Desk and Infrastructure group to support classroom computer technologies and maintenance.

• Direct Tier I and available student worker resources for assistance with certain tasks during media system installations or upgrades.

• Additional tasks such as troubleshooting and swapping damaged components, managing and deploying campus event technology, classroom lighting systems and advising UWB-IT management on control system, computers and media equipment purchase needs.

• Maintain an inventory of maintenance supplies, installation cabling, classroom cabling, connectors, consumables, and back-up components.

• Work with supervisor to coordinate equipment repair and warranty issues with manufacturers and vendors of components, arrange for vendor-serviced system repairs, and consult with control system manufacturers for programming issues.

• Technically support and provide troubleshooting, maintenance, repair and testing of all campus computerized media systems and equipment in smart classrooms, presentation rooms, computer classrooms, lectures halls, practice and interview rooms, videoconferencing rooms, smart conference rooms, and student activity areas.

• Assist with Zoom and Microsoft Teams virtual classroom and videoconference software, Panopto lecture capture, Canvas online class integration, and other computer integrations with classroom technology to meet UWB IT specifications.

• Provide support for classroom tech calls and events when needed.Communication & Teamwork

• Communicate project and operational status, provide updates and escalate issues to management, keeping team members informed.

• Practice active listening skills and be respectful in all communications (verbal, non-verbal and written) to reduce conflicts, strengthen cooperation and foster understanding.

• Interpret and communicate information, ideas and instructions clearly and accurately both verbally and in written materials intended for distribution.

• Effectively convey technical information to a non-technical audience.

• Demonstrate curiosity, adaptability, and flexibility in all areas of the position.

• Take initiative, ask questions, be a problem solver, and find ways to meet customer needs within departmental processes and standards.

• Deliver IT services (and technology) with a customer-focus, and in the service of our campus mission. MINIMUM REQUIREMENTS

• One year of experience as a Computer Maintenance Technician II OR five years' experience as a Computer Maintenance Technician OR equivalent education/experience. ADDITIONAL REQUIREMENTS

• In depth knowledge of audio-visual systems (Hardware and Operating Systems).

• Experience supporting audio visual equipment for events, conferencing or in a classroom/educational environment.

• Hands on experience supporting computer systems (Hardware and Operating Systems):- Microsoft Windows OS imaging, troubleshooting, and software management.- Familiarity with MacOS support and troubleshooting.- Mobile device support (iPad/iOS/Android).

• Ability to troubleshoot complex problems, identify, and implement solutions.

• Good judgment, discretion and the ability to maintain confidentiality.

• Ability to work with diverse constituents with varying levels of technical acumen.

• Experience in effectively handling difficult and high-pressure support situations in a fast-paced and dynamic environment, on the phone, via email, and in person.

• Enthusiasm about technology and a strong aptitude and desire to learn new technologies. DESIRED QUALIFICATIONS

• Experience with AMX and Extron audio-visual control systems

• Direct experience working within help desk ticketing systems.

• Experience with media hardware and warranty support structures

• Attention to detail, timely and appropriate follow-up, proactive and constructive problem solving, openness to new approaches.

• Strong communication and customer service skills and an ability to remain calm, friendly, and relaxed in a fast-paced environment. CONDITIONS OF EMPLOYMENT

• Full-time 40 hours a week; Generally, Monday through Friday during regular business hours. Some overtime, off-hours, or weekend work may be required as needed.

• Currently a mix of remote and on-site work, subject to change based on Unit need.

• Individuals in this position may need to lift and move computer and audio-visual systems or other technology.

• Work will be performed across UW Bothell campus. This role is required to walk/travel to other buildings on campus as needed.

• Primary workspace is in a shared space office environment.

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.