Specialist, Technology Support, Conference Center Events

Guilford Technical Community College   Jamestown, NC   Full-time     Information Services / Technology (IT)
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Posted on July 7, 2021
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The Technology Support Specialist of Conference Center Events, is responsible for the Audio-Visual event support and equipment for The Conference Center at GTCC and The Clubhouse at Cameron Campus. Working with both internal and external clientele, the incumbent will ensure the successful execution of meetings and events by preparing, operating and troubleshooting Audio Visual equipment, while providing a seamless customer service experience for the client from start to finish. Responsibilities include operating and managing equipment for presentation, sound, lighting and audio/video conferencing, live event support, equipment inventory/stewardship, digital signage for events, and maintaining a professional and pleasant demeanor. While the incumbent’s main responsibility is to support Conference Center and Clubhouse events, S/he will also work in concert with the college’s ITS division to perform installation, maintenance and repair of the college’s computers, servers, printers and scanners and provide service queue assistance with needs for faculty and staff. S/he will be trained to support all campus locations and will assist with classroom computer labs, hardware and software needs, installing and maintaining computer and peripheral equipment and performing routine queue troubleshooting both in person and over the phone. S/he prepares reports, maintenance records, and inventory paperwork.  
Duties/Functions
  • Provides excellent customer service 
  • Troubleshoots computer problems.
  • Prepares maintenance records and inventory paperwork.
  • Provides service desk queue management.
  • Updates the Service Delivery Manager on hardware/software issues.
  • Demonstrates proficiency in the operation of personal computers, printers, scanners and digital cameras.
  • Operates audiovisual equipment for conference center, clubhouse, college and community events. Receives requests and coordinates setup for events. Manages sound, coordinates live streaming, and operates video during events as needed.
  • Maintains, troubleshoots and repairs AV equipment for faculty and staff and/or oversees the repair of equipment by outside vendors.
  • Supports Instructional requirements and provides technical support during peak registration periods.
  • Performs routine equipment maintenance and scheduled repairs.
  • Assists with server software installs, imaging, setup of users, and set up of printers and computers for network access.
  • Installs software from network or individually on computers.
  • Answers ITS calls to the service desk and provides technical support as needed. 
  • Changes passwords and helps with login requests for employees and students.
  • Determines first-tier and second-tier requests and when and to whom to escalate calls that cannont be handled at the first-tier level of support. 
  • Relocates computers as needed (office and labs).
  • Works with vendors on warranty issues and problem resolution.
  • Knowledgeable in the operation of audiovisual equipment.
  • Assists supervisor in the room design and the writing of bids for audio-visual installations.
  • Trains faculty and staff in the use of audiovisual equipment and solves operational problems.
  • Configures/installs/assists in the replacement of labs and imaging of labs for classes.
  • Demonstrates and models the College’s employability skills: adaptability, communication, information processing, problem solving, responsibility and teamwork.
Difficult Challenges
  • Prioritizing between event support needs and faculty/staff IT needs and requests.
  • Balancing daily challenges with automating/documenting procedures.
  • Managing ongoing projects and high priority daily break/fix issues.
  • Managing service requests with insufficient information.
  • Unplanned interruptions of service.
  • Providing event and technical support to multiple campus locations.
  • Volume of service requests during busy periods.
  • Conflicting priorities of departments across campus.
Contacts
  • Daily: Conference Center Director, Conference Center Team Members and Conference Center Clientele
  • Daily:  Service Delivery Manager for assignments and priorities.
  • Daily:  End users about status of their service requests.
  • Weekly:  Events Scheduler about upcoming events needing Audio Visual and technical support.
Education Required
Associates degree in Information Technology (computer science, computer information systems, programming or other related field), Entertainment Technology or Hospitality/Tourism Management (other educational fields will be considered with appropriate/relevant experience) 
Education Preferred
Bachelor’s degree in Information Technology (computer science, computer information systems, programming or other related field) Entertainment Technology or Hospitality/Tourism Management is strongly preferred. (other educational fields will be considered with appropriate/relevant experience) 
Experience Required
Three years of experience in an event related technical support field with relevant degree. Or 7+ years of experience. 
Experience Preferred
Five years of experience in an event related technical support field, specifically supporting Corporate events in a Conference Center or Hotel setting 
KSA Required
  • Excellent customer service/client experience skills
  • Demonstrated knowledge in operating audiovisual equipment and supporting meetings of up to 200 people
  • Ability to analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals.
  • Strong organization and problem-solving skills.
  • Demonstrated knowledge in supporting current versions of Windows Operating System, Mac and Apple IOS
  • Demonstrated knowledge with operating and troubleshooting Audio Visual Systems to include AMX, Extron and Crestron.
  • Demonstrated knowledge with the set up and operation of streaming sessions on platforms such as Media Site, Zoom, Microsoft Teams and/or WebEx. 
  • Demonstrated knowledge with using analogue mixers to operate and control wired and wireless microphones for presentations.   
  • Understanding of various video and audio formats (such as mpeg, avi, wav, mp3, etc.) and how to convert between file types to package a multi-media file, that meets client needs.
  • Demonstrated knowledge of PC configuration and repair.
  • Demonstrated knowledge in computer configuration and repair.
  • Ability to install, configure, and repair printers.
  • Proficient in email, MS Office, virus protection software and other common college software applications.
  • Must have a valid driver’s license.
KSA Preferred
  • Demonstrated knowledge in operating audiovisual equipment and supporting meetings of up to 500 people
  • Experience with event photography 
  • Experience with Bomgar and SCCM solutions.
  • Experience with Enterprise Service Desk software.
  • Experience with Multi-Function Network Printing solution.
Department/Job Specific Requirements
  • Excellent customer service skills and ability to professionally interact with clients with the intent of a positive guest experience
  • Maintain business professional attire and grooming standards
  • Ability to stay calm in tense situations
  • Ability to communicate clearly (verbally and written) with a variety of diverse clientele  
  • Ability to work irregular, long and overtime hours, whether on your feet or sitting
  • Responsible for providing oversight and technical support for conference center events/functions. At all times, the incumbent should be on-site when an event is taking place. At times as required, incumbent will remain inside the meeting room to provide support for the duration of the program. 
  • Set-up and strike audio visual equipment for events
  • Assist client/s upon arrival with setting up presentations and coach on proper microphone use as needed; assist with any other client needs to smoothly kick off the event or function, providing excellent customer service throughout the duration of the client’s meeting  
  • Regulating volume levels and sound quality during recording sessions and live events/functions
  • Change the set-up of lights during events
  • Setting up and operating playback equipment to include recording, mixing voices and music for events.
  • Set up, operate and troubleshoot audio and video conferencing using multiple platforms
  • Program sound and light boards as needed, resolve problems, perform minor repairs and routine cleaning of audio and video equipment
  • Mix and regulate sound and video inputs / feeds or coordinate audio feeds with video pictures
  • Manage, operate and troubleshoot sound, projection and lighting equipment problems during events
  • Participates in client site visits or calls to discuss AV needs for events. Makes recommendations on equipment and processes to event planners on staff and clients.
  • Participates in weekly events meetings to discuss upcoming events and Audio-Visual details. Arranges for secondary technical support for events as needed based on business levels discussed in weekly meetings.
  • Creates both digital and paper directional signage utilizing client logo; sets up signage each day in preparation for the next event
  • Inspect, maintain and repair, the lighting, sound and support equipment
  • Compress, digitize, and store audio/video data
  • Recommend/specify new equipment for sound and lights systems for event spaces
  • Streamline existing processes and implement new processes or systems to support growing business needs or client expectations.
  • Assist in the design solutions for event spaces.
  • Demonstrated working knowledge of theatre stage lighting, rigging, carpentry, and electrical safety
  • Ability to mix concert monitor and front house audio
  • Position may require hours that are outside of the normal schedule which may be adjusted to meet the needs of the department. 
  • The following (compliance) training is required and must be completed within the first 30 days of hire with annual refresher training thereafter: 
  • Ethics
  • Safety/Shooter on Campus
  • Personal Information Protection Training (PIP)
  • Anti-Discrimination/Harassment & Title IX
  • Other training may be required as determined applicable. 
Physical Demands
Physical Activity: | Long periods of standing and or walking and some crawling
Environmental Hazard(s): | <15%
Lifting: | 20<->50lbs. 
Posting Type Staff