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Reporting to the Director Collaboration & Academic Technology Services, the VR and IPTV Technology Coordinator assists with technical support maintenance and training to faculty, staff, and students in standard and Next Generation teaching spaces, VR and IPTV. This position works under supervision on 2nd level classroom problems and work assignments, provides project coordination, infrastructure analysis, technical support and help with selected IT projects.
Responsibilities include but are not limited to the following:
Communication Systems and User Support: Under the guidance of a Senior Staff
- Provide assistance, consultative and technical support to the university community to ensure problem resolution, system access, and optimal system performance.
- Communicate the technology and service upgrades to IT, various IT Teams and the campus community.
- Create, escalate, track and resolved service requests (SR) by providing information to users and engage teammates or external vendors to resolve SRs.
New Technology Classroom Support:
- Under the guidance of Senior Staff: Operate, support and document new technologies in the NextGen Classrooms. Monitor the Cisco and Vyopta Lecture Capture Systems, Cisco Telepresence, Crestron and Vyopta Control Systems, VR, Zoom and Jabber communication tools.
- Assist in analyzing and resolving technical problems related to the systems, as well as assist with project coordination to outside vendors or contractors called in to perform further maintenance on the University purchased system.
- Provide support for the current campus lecture capture solution and for classroom technical problems. Operate, troubleshoot and perform maintenance on classroom audio/visual technologies and respond to service calls both over the phone and in person.
Support Standard and Next Gen Learning Spaces: Under the guidance of a Senior Staff
- Create support aides and reference documentation for users, meet periodically to review their needs and collect data on the outcomes of these technologies.
- Periodically review and update Standard and NG Learning spaces user and operational documentation.
- Coordinate with the Web Services team to ensure updates of content regarding theses spaces is accurate.
Student Assistant Coordination: - Under the guidance of a Senior Staff
- Assist with interviews of potential student assistants to assist in daily activities for the project teams and the wider learning space support mission.
- Assist with scheduling work assignments and providing support.
Track inventory, maintain systems and prepare reports:
- Provide project coordination for selected CATS projects including reviewing project plans, establishing benchmarks, coordinating teams, and monitoring progress. Prepare proposals and reports for assigned projects.
- Support all CATS and Provost Office Technology initiatives
Education and Experience
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A bachelor's degree in a related field by the date of hire or equivalent relevant experience is required.
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Preferred Qualifications
- Minimum two years' experience in customer service for technical support of instructional technology services.
- Experience working in Higher education.
- Experience in documentation and providing user training.
- Experience using a ticketing system for logging service requests and documenting outcomes.
Knowledge, Skills & Abilities
- Working knowledge of office methods, procedures and practices, English grammar, and ability to compose and appropriately format correspondence and reports.
- Knowledge of Cisco Collaboration Technologies including VoIP, Video, VideoCapture, and TelePresence.
- Ability to integrate multiple systems in a classroom setting.
- Proficiency using standard software packages.
- Knowledge of systems administration principles and techniques and network administration.
- Ability to coordinate and implement data exchanges and conversions and analyze system requirements.
- Ability to analyze, monitor, and troubleshoot systems performance and usage and provide appropriate support.
- Ability to demonstrate interpersonal and communication skills working with end users to interpret needs and provide appropriate solutions.
- Knowledge of office productivity software.
- Ability to analyze data, create reports and present findings to management.
- Knowledge of and ability to apply a variety of state, federal, CSU and SJSU policies and procedures.
- Ability to independently interpret and apply the rules and procedures, regulations and policies.
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