Instructional Technology Professional I

University Information Technology Services (UITS) is seeking an Instructional Technology Professional I to join the Instructional Technology Support team within IT Support Services at our Tucson campus. This position plays a critical role in providing Instructional Technology support across the campus. The successful candidate will deliver comprehensive technology support, assist with A/V installations, and perform preventative maintenance in various learning environments. Responsibilities include supporting daily operations and resolving A/V issues to ensure smooth functionality. Exceptional customer service skills and a strong understanding of A/V systems are essential for consulting with faculty, staff, and students.

The candidate must work effectively within a varied team to manage and resolve requests efficiently. Proficiency with control systems, conferencing solutions, various AV equipment and troubleshooting complex technical issues is required. This role demands flexibility in a fast-paced environment, including occasional evening and weekend work. Strong analytical, organizational, and communication skills (both verbal and written) are vital, as is the ability to maintain positive relationships with customers, colleagues, and vendors. A commitment to supporting the campus's growth and evolving needs is essential.

The successful candidate is required to obtain (if not already obtained) Crestron CTI-Commercial Technician and Extron AV Associate Certifications, AVIXA CTS, and Dante Level III certification within 12 months of employment.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

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• Assist faculty, staff, and students in the setup, operation, and troubleshooting of classroom equipment such as projectors, computers, microphones, and document cameras.
• Respond to technical issues during class sessions to ensure minimal disruption.
• Perform routine maintenance and inspections of instructional technology equipment to ensure optimal functionality.
• Conduct basic repairs.
• Assist with the installation and configuration of new hardware and software in classrooms and labs.
• Test equipment for functionality and compatibility with existing systems.
• Provide training sessions or one-on-one support to faculty and staff on effectively using instructional technology.
• Maintain records of equipment inventory and service logs.
• Document recurring issues and solutions to improve future response times.

Knowledge, Skills, Abilities:

• Excellent customer service including skill in providing information technology related customer service and training to users with varying levels of technical expertise.
• Strong troubleshooting skills for analyzing A/V hardware and software problems down to the component level, with experience in installation, maintenance, and independent problem solving.
• Knowledge of computers, networks, and remote troubleshooting techniques.
• Ability to work as part of a team and manage time effectively, handling multiple priorities.
• Knowledge of Audio & Video functions including signal flow, equipment functionality, control, and programming.
• Skill in time management and in dealing with multiple priorities.
• Effective verbal and written communication, including with students, faculty, and staff.
• Experience utilizing ticketing systems, to manage work and document customer interactions.
• Knowledge of various cable terminations and understanding of how to properly run cable, including but not limited to, audio, video, and low voltage cabling.
• Adept at identifying and mitigating risks, ensuring business continuity, data security, and customer satisfaction.
• Ability to maintain technical mastery in the areas of A/V technology such as sound, video, networking, programming.
• Ability to travel to satellite campuses.

Physical Requirements:

• Ability to lift up to 50lbs.
• Ability to drive a golf cart.
• Ability to ascend and descend ladders.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

• Bachelor's degree or equivalent advanced learning attained through experience required.
• Must have a valid driver's license and ability to drive according to the University Fleet Safety Policy.

• Experience with Crestron, Extron, or AMX.
• Experience with Dante/AVB, NDI, and Biamp systems.
• Experience managing equipment through the ServiceNow CMDB and managing the lifecycle of classroom equipment.
• Experience working with IT networks relating to AVoIP (AV over IP).
• AVB, Dante, Biamp, Crestron NVX, Extron or similar A/V Certifications.
• AVIXA CTS Certification or similar.
• Experience in higher education.
• Experience in a customer service environment with an emphasis in resolving audio/visual and other classroom technology problems.