Position Purpose: Under the direction of the Assistant Director, plays a pivotal role in the event planning and management, along with supervision and maintenance, of Learning Environments sites, including all classroom and common area audio-visual and computing technology. Oversees the management of AV technicians, including staff scheduling and coordination of requested events.
Essential Responsibilities and Duties:
1. Learning Environment Management: Manages the day-to-day functioning of classroom and event technology support. Coordinates handling of problems reported to the Information Technology Services (ITS) Service Desk via phone, email, web submittal, and walk-ins. Plan and coordinate audio-visual maintenance and upgrades for all Learning Environments spaces.
2. Technical Support: Establishes and maintains best practices through the entire technical support process. Maintains and updates call-tracking system tickets and knowledgebase. Generate reports and metrics for the service desk as needed. Provides technical assistance to Help Desk student employees (Tier 1) and assumes responsibility for problems escalated to Tier 2. Manages and coordinates urgent and complicated support issues. Acts as an escalation point for all requests and incidents.
3. Collaboration and Customer Service: Sets specific customer service standards. Plans and coordinates all events with the Assistant Director, Learning Environments. Contributes to improving customer support by actively responding to queries and handling complaints. Follow up with customers to identify areas of improvement.
4. Administration: Oversees the hiring and training of Learning Environments support staff, such as audio visual technicians and student workers to ensure appropriate and adequate support of the computing and audiovisual needs of faculty and staff. Maintains competency and enhances professional growth and development through continuing education and conferences. Organizes and manages complex projects.
Qualifications:
* Ability to work evening and weekend hours when necessary.
* Knowledge of Windows and Apple operating systems; understanding of networks and printers.
* Experience with call-tracking and inventory management tools.
* Strong interpersonal, organizational, communication, and problem-solving skills.
* Ability to work independently and collaboratively in a service-oriented environment.
* Proficiency in A/V equipment and Crestron control systems.
* Demonstrated planning and organizational skills with effective time management practices.
* The ability to foster and enhance a thriving, culturally diverse, and inclusive learning community, while promoting a sense of belonging among students, alumni, faculty, and staff colleagues.
We are committed to recruiting diverse and excellent faculty and staff colleagues, and we recognize that successful candidates may come from a range of backgrounds. We know some job candidates may believe they need to meet every qualification listed in the position description, in particular the preferred qualifications. We encourage you to apply, even if you do not meet every one of the listed preferred qualifications.
Note: All new hires of Union College are subject to a thorough education, work experience, and criminal history background check.
Associate’s degree in Applied Sciences or Computer Information Systems, and two years of hands-on experience in audio, video, and projection systems or a combination of relevant education, training, certifications, and/or work experience.
Accommodations
If you require an accommodation throughout the interview process, please don't hesitate to contact our Human Resources department at hr@union.edu or 518-388-6108. We are committed to ensuring that all candidates have equal access to opportunities and can participate in a fair and inclusive hiring process.
Diversity at Union College
Union College is an equal-opportunity employer and is strongly committed to student and workforce diversity. Increasing diversity on campus is a critical priority for Union, one that is integral to our mission of preparing students for a globally interconnected world. Union provides a blend of intellectual, social, and cultural opportunities to facilitate the integrated academic, social, and personal development of a diverse community. We value and are committed to a host of diverse populations and cultures including, but not limited to, those based on race, religion, disability, ethnicity, sexual orientation, gender, gender identity, national origin, and veteran status. Union College is committed to providing access and will provide reasonable accommodation in its application process to individuals with disabilities who request such accommodations.
Non-Discrimination Policy
Union College will not discriminate in the recruitment or selection of faculty and employees, or in any other area of employment, on the basis of age, sex, race, national origin, religion, religious belief, disability, sexual orientation, gender identity or expression, and veteran status. In this regard, opportunities for advancement will be made available without bias. The College is also subject to state and federal laws and supports efforts to attract and retain fully qualified women and other minority group members for faculty and other positions. Union College will comply with the letter and intent of all State and Federal laws and applicable orders pursuant to Equal Employment Opportunity and Affirmative Action.
Union College
Officially chartered in 1795, Union College is the fifth-oldest liberal arts college in the country. Located in the Capital District of New York State, Union is a highly selective residential and undergraduate college, home to 2,200 students and 220 faculty, and offering 44 majors. Union was the first liberal arts college to rethink the traditional liberal arts education and adopt an engineering curriculum. That pioneering approach continues today with an education that encourages students to work beyond the limits of disciplinary boundaries, allowing them to think globally and lead innovatively in a world where problem-solving requires breadth across humanities, arts, social sciences, science, and engineering.