Lead Audio Visual Systems Analyst

University of North Carolina at Charlotte, United States

Updated: 4 months 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 007753
NC Salary Grade Equivalency IT03
Classification Title Technology Support Technician - Advanced
Working Title Lead Audio Visual Systems Analyst
Salary Range $56,025 - $68,475
Anticipate Hiring Range $56,025 - $63,000
FLSA Status Non Exempt
Division Academic Affairs
Department School of Professional Studies
Work Unit SPS-Learning Space Technology
Work Schedule
Fall and Spring semesters: 7:30 am – 4:30 pm; Monday – Saturday, with one rotating day off during the week and Sundays off.
Summer: 7:30 am – 4:30 pm; Monday – Friday
Primary Purpose of Position
The primary purpose of the Learning Space Technology Team at UNC Charlotte is to design, maintain, and support effective and accessible learning environments for faculty, students, and staff. The Lead Audio Visual (AV) Systems Analyst will be responsible for the maintenance and support of effective and accessible learning environments for faculty, students, and staff. This work will include:
  • Work with the Classroom Support Manager and student workforce to make sure the established call center workflow procedures and guidelines are followed by Call Center staff.
  • Facilitate inclusive learning space maintenance and design practices focused on improving learning space effectiveness and end-user experiences
  • Create user guides and FAQ documentation to assist customers with common support issues
  • Provides direction and leadership of full-time Classroom Support technicians daily
  • Coordinates and performs daily oversight for all projects and support requests as assigned by the Classroom Support Manager
  • Serve as the first point of contact for student and full-time Classroom Support Technicians, providing guidance and help with any issues
  • Assists the AV Systems Engineer with advanced AV device troubleshooting and AV programming tasks
  • Work with the AV Integration Team to coordinate and oversee basic AV integration projects
  • Provide technical training for student and full-time Classroom Support Technicians
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.
This advanced-level position also 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
The Lead AV Systems Analyst will be responsible for the maintenance and support of effective and accessible learning environments for faculty, students, and staff. This position will work with faculty and staff in the performance of duties as a representative of the Learning Space Technology group which will require strong customer service skills. The position will serve as the Classroom Support Supervisor on Saturdays and in the absence of the Classroom Support Manager.
Provide tier 2 and tier 3 support of classroom computer and AV systems. Perform routine maintenance and room checks to test and resolve potential hardware and software issues.
Manage technical activities of student assistants, assist them in growing their technical skill sets, provide training and leadership, and maintain accepted standards through management of quality assurance.
Assess all assigned support tickets and help requests to appropriately assign and track assigned technician tasks.
Utilize departmental project management software tools to provide updates, track project progress, and indicate completion of all assigned tasks.
Promote and develop the proper use of our support tools, including TalkMaster, Crestron Fusion, and Extron Global Viewer which are utilized to monitor and report on classroom AV equipment for maintenance and support purposes.
Other Work Responsibilities
Assist the AV Integration team with installs (rack building, AV system installation, projector mounting, etc.). Assist the AV Design team with design considerations and overall system design especially when it pertains to classroom systems. Assist AV Systems Engineer with control system maintenance as needed. Other tasks as assigned by the Director or Manager.
Departmental Preferred Experience, Skills, Training/Education
  • 3+ years of experience in the AV profession; of which 1+ years of AV design and AV programming experience and Two (2) years of demonstrated experience in audio-visual support are included.
  • One (1) year of leadership experience.
  • Experienced with control systems maintenance.
  • Extron or Crestron programmer certification
  • Experience with networked AV systems
  • Experience working in a Higher Education environment
  • Experience using Smartsheet or other project management software
  • Experience with IT service management and ticketing systems
  • Experience with Crestron NVX or Extron NAV AVoIP systems
  • AVIXA CTS, CTS-I, or CTS-D certification
  • Biamp TesiraForte certification
  • CompTIA Net+ certification
  • Demonstrated customer service experience in the audio-visual field.
  • Proven knowledge of current industry practices and standards used in audio-visual technology.
  • 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
  • Strong analytical, problem-solving, and execution skills are needed to perform the troubleshooting of complex AV and IT systems
  • Demonstrated success driving results as a self-directed, proactive individual contributor
  • Ability to troubleshoot and resolve issues independently
  • Collaborative and team-oriented
Necessary Licenses or Certifications
Work Location Cameron
Posting date 12/06/2023
Closing date 01/01/2024
Proposed Hire Date 01/15/2024
Contact Information
Special Notes to Applicants
UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits

The finalist will be subject to a Criminal Background Check.
Please upload information for three references 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 (see 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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