Job Description
APU is seeking employees who desire to engage in our thriving culture by cultivating community through professional interactions, demonstrating a posture of lifelong learning, and modeling Christ-like character. Working together, employees at APU commit to establishing a university atmosphere that is pleasing to God and edifying to one another.
You support the team that enables the APU Community to accomplish their work using physical technology tools, lightweight software solutions, and audio/video systems. You will care for the user experience of all classroom technologies, staff and faculty personal technology, event technology, and general technology support by taking direction from your supervisor, coordinating with your fellow staff members, and mentoring student employees.
Required Education
- Bachelor’s degree or equivalent experience in higher education preferred.
- Computer and/or Audio/Video certification preferred (CompTIA A+, AVIXA CTS)2
Required Experience
- Basic knowledge and experience maintaining & troubleshooting PCs, Macs, desktops, laptops, mobile devices, and networks.
- Working knowledge with multimedia event equipment, including sound systems, projectors, displays, conference phones, cameras, lighting, video conferencing systems, etc.
- Basic experience operating in a work order based environment.
- Considerable customer service experience.
- Experience working with all levels of an organization, from front-line workers to the President & Board of Trustees.
Primary Duties/Essential Functions
General
- Provides excellent customer service to the IT team, the APU Community, and external customers.
- Manages equipment inventory, such as event A/V, installed classroom equipment, and University-owned computing & printing devices.
- Actively communicates with customers in a timely manner in regards to the status of their support via email, phone, video conference, and in person.
- Works with the team to continually improve and provide ownership of the team’s products
- Creates and maintain support procedures and documentation
- Attends and participates in IMT forums and meetings.
- Stays current on technology trends through continued education and training.
- Performs other duties as assigned by supervisor and other IMT Leadership.
Supervisorial
- Mentors and coaches student employees in a “hands-on” discipleship model.
Classroom & Events Support
- Supports classroom and event equipment maintenance of APU’s Azusa and regional centers.
- Supports training for staff, faculty, and students on the use of classroom equipment.
- Supports AV technology for campus events, including the request, design, customer training, setup, and teardown processes.
Computer & Device Support
- Supports the University Digital Signage system
- Supports APU’s computer fleet and other personally owned devices, including troubleshooting, diagnosing, imaging, repair, and inventory
- Supports APU’s printer fleet, including basic maintenance and troubleshooting
- Promptly respond to and resolve customer problems related to the operation of all application software and operating systems
- Maintain a safe and secure environment for customer property and data
Help Center Support
- Performs Tier 1, 2, and 3 technical support via phone, chat, email, and in person.
Skills
Classroom & Event Technology Professional
- Working knowledge with video conferencing, especially Zoom and Google Meet.
- Working knowledge of audio/visual signal distribution, sound reinforcement, and lighting.
- Experience working with media cables and connectors.
- Familiarity with instructional technology hardware and software systems.
- Knowledge of digital audio & video file formats.
Computer Support Professional
- Working knowledge of setup, troubleshooting and configuration of personal technology, including laptops, computers, and various mobile devices and operating systems.
- Knowledge on a wide range of computing hardware and software
- Ability to read and understand technical materials
- Familiarity with wired and wireless networks, domains, Internet Explorer/Firefox/Google Chrome, Windows and Mac OS, Google Apps, Microsoft Office suite, and VDI.
Support Center Professional
- Effective written and oral communication skills
- Establish and maintain relationships and to work effectively with students and the public
- Familiar with using the Internet to quickly find information and solutions to problems.
General
- Exceptional diagnostic, problem solving, analytical skills to resolve project issues and challenges.
- Strong teamwork skills, both as a leader and supporter.
- Ability to organize, prioritize, and delegate tasks from multiple concurrent projects and deadlines.
- Must have a high level of independence and initiative.
- Ability to teach knowledge and expertise to empower customers and student employees
- Ability to work with and coach student employees.
- Ability to establish and maintain relationships, and to communicate and work effectively with all levels of faculty, staff, students, and the public.
- Excellent written and oral communication skills.
- Valid driver’s license with a clean driving record.
- Ability to lift up to 50 lbs. frequently.
- Displays accuracy and integrity of work that will represent the mission and values of the IMT group.
Mental Demands
- Must be in agreement with the purpose and goals of Azusa Pacific University in providing a Christian-based higher education for its students.
- Requires excellent analytical and problem-solving skills.
Physical Demands
- Repetitive hand motions at computer keyboard.
- Considerable standing and walking to and from events around campus.
- Often required to conduct business at other offices and locations on campus.
- Occasionally required to conduct business at other offices APU Regional Campuses.
- Driving APU-owned vehicles.
- Must be able to listen and speak effectively on the telephone.
- Must be able to reach, grasp, pull, bend, and lift up to 50 lbs. occasionally.
Visual Demands
- Computer monitor and reading.
Environment
- Pleasant office setting, comfortable temperature.
- Occasional required outdoor event support in varying weather conditions.
- Constant interaction with other staff, student employees, and customers in the office.
Technologies
- As a member of IT, this position will constantly interact with the many hardware and software technologies listed throughout this job description.
Proficiency with Google Apps and Microsoft Office
Compensation
- Grade 10: $25.94 to $29.83 is the hourly compensation for this role and reflects what Azusa Pacific University reasonably expects to pay for this position. Actual compensation may vary based on the qualifications, experience, and internal equity. In addition to compensation, APU offers a competitive benefits package.
Azusa Pacific University is a Christ-centered, multicultural community that values and seeks faculty and staff who are committed to diversity, work effectively with diverse populations, and engage others in ways that honor our rich cultural mosaic and biblical foundation. Please click the links to learn more about 'what we believe', our 'mission statement', and our 'statement of faith'.
You can learn more about APU by watching the stories of faculty, staff, and alumni as they carry out our mission here: http://www.apu.edu/stories/
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Azusa Pacific University will conduct a background check on all final candidates.
Review of applications will begin immediately, and the position will remain open until filled unless otherwise stated. Azusa Pacific University does not discriminate on the basis of race, color, national origin, sex, age, disability, or status as a veteran in any of its policies, practices, or procedures. Women and minorities are encouraged to apply.
Required Skills
Required Experience