Classroom Support Supervisor - Dubois

University of North Carolina at Charlotte, United States

Updated: about 1 month ago
Location: Charlotte, NORTH CAROLINA
Job Type: FullTime
Deadline: ;

Position Information
General Information


Vacancy Open to All Candidates
Employment Type Permanent - Full-time
If time-limited, note appointment end date
Hours per week 40
Months per year 12
Position Number 007746
NC Salary Grade Equivalency IT03
Classification Title Technology Support Technician - Advanced
Working Title Classroom Support Supervisor - Dubois
Salary Range $57,612 - $72,015
Anticipate Hiring Range $57,612 - $63,000
FLSA Status Non Exempt
Division Academic Affairs
Department School of Professional Studies
Work Unit SPS-Learning Space Technology
Work Schedule
Flexible 40 hour work week in conjunction with Dubois Campus building class and event schedules. Evening and weekend hours are required. This is a face-to-face position and is not eligible for telework.
Primary Purpose of Position
The role of the Classroom Support Supervisor at the Dubois Campus is to deliver outstanding customer service and technical support to campus faculty, staff, and customers, specifically concerning classroom and event AV systems. Responsibilities encompass supervising fellow employees, including the scheduling of personnel and performance management. This position requires extensive communication and coordination with various campus departments, groups, and external clients.
This position will be responsible for 2 or more student or full time employees and must ensure that help desk calls are resolved in 10 or fewer minutes and are handled according to Classroom Support procedures. This position must also be able to provide live event support, as well as Tier 1 helpdesk support for AV and IT equipment. Additionally, this position will provide basic IT support for the Dubois Campus Administration team.
Minimum Education/Experience
Required Minimum Qualifications:
Graduation from high school and one year in the field of technology related to the position’s role. Computer coursework may be substituted year-for- year for the required experience; or an equivalent combination of education and experience.
Advanced level requires an additional one year of experience.
University Preferred Qualifications:

Graduation from high school and four years experience in the administration of a computer system; or a two year technical school degree in computer technology and two years of experience in the administration of a computer system; or an equivalent combination of training and experience.
Essential Job Duties
  • Deliver exceptional customer service and technical support to campus faculty, staff, and customers, specifically concerning classroom and event AV systems.
  • Supervising fellow employees, including the scheduling of personnel and performance management.
  • Effective communication and coordination with campus departments, groups, and external clients.
  • Provides assistance with events and basic IT support for the Dubois Center Operations Team.
  • Responsible for all assigned hardware, ensuring all items are placed in the departmental inventory system and are purchased, maintained, and surplused following the University guidelines and procedures.
  • Responsible for preparing AV pricing quotes for customers and ensuring AV billing information is accurately entered into Event Management software.
Other Work Responsibilities
  • Serves as a backup to the main campus call center, utilizing departmental software to engage with customers and address service-related calls within a ten-minute resolution timeframe.
  • May also serve as a liaison with our central IT team (OneIT) on an as needed basis to resolve tier 1 IT hardware/software issues.
Departmental Preferred Experience, Skills, Training/Education
  • Three (3) years of experience in the AV profession.
  • Two (2) years of demonstrated experience in audio-visual support for live events.
  • One (1) year of leadership experience.
  • Experience with networked AV systems with demonstrated customer service experience in the audio visual field.
  • Experience working in a Higher Education environment.
  • Experience using Smartsheet or other project management software.
  • Experience with IT service management and ticketing systems.
  • Demonstrated experience in testing and resolving potential hardware and software issues.
  • Demonstrated ability to multitask, adapt to changing requirements, manage multiple tasks, work well under pressure and garner consensus from multiple stakeholders.
  • Technical expertise in AV equipment support, troubleshooting, and configuration of all hardware related to audio-visual systems installation including: AV control systems, signal distribution, operation of soundboards, and, AV/IT connector and cable types.
  • Strong analytical, problem solving, and execution skills needed to perform the troubleshooting of complex AV and IT systems.
  • Proven knowledge of current industry practices and standards used in audio-visual technology.
  • Demonstrated success driving results as a self-directed, proactive individual contributor.
  • Ability to troubleshoot, resolve issues independently and complete and prioritize work tasks.
  • Collaborative and team-oriented.
Necessary Licenses or Certifications
  • AVIXA CTS certification preferred.
Work Location Dubois Campus
Posting date 03/01/2024
Closing date 03/24/2024
Proposed Hire Date 04/29/2024
Contact Information Vicki Plott
Special Notes to Applicants
This is a 100% on campus position and is not eligible for telework. This position works at our Dubois Campus located in Center City and will be responsible to travel to main campus for training and to cover as needed.
UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits

The finalist will be subject to a Criminal Background Check.
Please upload reference information including ​names, position titles and company/institutions, phone numbers, and email addresses of at least ​two​ current/previous supervisors.

  • The Search Committee will not contact references without first verifying permission with the finalist​.


Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.
  • Do not write ‘see resume’ on your application when completing the job duties section.

Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions. (see the job duties section of previous employment).
Please submit a resume and cover letter with your application.
  • These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education, and professional experience.

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