Specialist Associate (IT User Support)

Updated: 1 day ago
Location: Kent Ridge,

Job Description

1. Provide Comprehensive Classroom Support:
•  Deliver day-to-day technology and audio-visual support for a high-quality teaching and learning experience.
2. Training and Orientation:
•  Conduct instructor orientation sessions to familiarize teaching staff with the latest technologies and tools.
•  Train users on the proper usage of fixed and portable equipment.
3. Digital Assessments and Hybrid Teaching:
•  Facilitate seamless digital assessments through dedicated support and troubleshooting.
•  Act as a cornerstone in implementing and supporting hybrid teaching methods, bridging the gap between physical and virtual classrooms.
4. Event Support and System Renewals:
•  Extend support during on-campus events, contributing to setup and technical execution.
•  Play a vital role in the latest classroom system renewals, aligning technological infrastructure with contemporary educational needs.
5.  Preventive Maintenance and System Enhancement:
• Execute quarterly preventive maintenance checks, proactively identifying and resolving potential issues.
• Collaborate with stakeholders to renew and enhance classroom systems, staying updated on the latest advancements in educational technology.
6. Problem-Solving and Collaboration:
• Employ problem-solving skills to address technical challenges promptly and efficiently.
• Collaborate with faculty and staff to facilitate a dynamic and engaging teaching and learning environment.
• Uphold a commitment to continuous improvement through ongoing training and professional development opportunities.
7. Integration of Audio-Visual Components:
• Assist in the seamless integration of audio-visual components into the curriculum, enhancing the overall educational experience.
8. Technical Troubleshooting and Software Maintenance:
• Troubleshoot, analyze, and resolve technical issues or equipment malfunctions during classes.
• Install and maintain classroom software, ensuring periodic updates and functionality.
9. Operational Support and Coordination:
• Provide on-campus event support, including the setup of equipment for pre-event activities.
• Orient and familiarize users with teaching spaces, ensuring efficient utilization.
• Offer support to users for both face-to-face and virtual classes, addressing technical concerns.
• Ensure audio-video facilities, computers, and peripherals in faculties are in good operational condition.
• Conduct quarterly preventive equipment checks for all classrooms and lecture theaters.
• Provide student support for on-site and online E-exams, ensuring a smooth examination process.
• Coordinate with vendors on AV installation projects in teaching spaces.
• Support Windows OS and authorized Mac desktop software for classroom use.
• Manage the loan of Audio-Video and classroom-related equipment.
• Replenish teaching and classroom stationery, including batteries and markers.
• Monitor and report classroom furniture defects at the first level, initiating corrective actions.
• Raise tickets for technical issues, ensuring accurate recording and resolution.
• Make day-to-day local operational decisions and escalate issues to improve service delivery.


• Diploma in Audio-Visual Technology or equivalent.
• Minimum of 1 year of working experience in IT and AV support and/or similar technical support environment.
• Knowledge of audio-visual equipment, classroom systems and educational technology.
• Good technical background with hands-on experience in Windows OS and Mac OS and Microsoft Office 365
• Understanding of video capture and video management system 
• Require knowledge on network camera recording system 
• Advance video editing skill for post-production video work 
• Highly committed and good service-oriented attitude
• Experience in coordinating with vendors for AV installation projects is preferred.
• Excellent communication and interpersonal skills for user training and support.
• Team player and ability to work independently, make informed decisions, and escalate when necessary.
• Flexibility to provide support during on-campus events and exams on weekdays or weekends.

More Information

Location: Kent Ridge Campus

Organization: University Campus Infrastructure

Department : Campus Asset Management

Employee Referral Eligible: Yes

Job requisition ID : 25352

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