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    • User Support Specialist - De Pere - St. Norbert College

    St. Norbert College
    St. Norbert College De Pere

    1 month ago

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    Description

    Job Description

    St. Norbert College, a nationally-ranked private Catholic liberal arts college, seeks a User Support Specialist - Audio/Visual. This role provides quality and timely first-line technical support for audio/video equipment, computers, and mobile devices across the college.

    The User Support Specialist - Audio/Visual collaborates with ITS division members, User Support, Academic Technology, and other stakeholders to design and maintain effective technology-enabled teaching and learning environments.

    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.

    Requirements

    • Bachelor's degree in IT, Computer Science, Business Administration, or a related field.
    • 3-5 years in AV, IT, or technical support, preferably in academia.
    • Experience 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.

    Preferred Qualifications

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

    Benefits

    The College offers an outstanding benefits package, including health, dental, vision, and life insurance; retirement plan; paid time-off; and tuition waiver.

    How to Apply

    Applications will be reviewed upon receipt until the position has been filled. A cover letter and resume are required with your application.

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