Job Description
Job Description
PURPOSE AND SCOPE:
The Advanced Technology Specialist troubleshoots and resolves technical issues on audio/visual, PC, and server technologies. Coordinates vendor-led audio/visual projects from inception to completion. Provides technical training and documentation of audio/visual, PC, and server technologies to junior technicians. In addition, this role provides excellent customer service to users. The Advanced Technology Specialist supports management by maintaining adherence to standards and policies, documenting and analyzing data, and keeping records, and acting as an expert in software, hardware and troubleshooting issues and requests. In this role, it is very important to deliver effective communication with technical and non-technical personnel within and across organizations.
ESSENTIAL JOB FUNCTIONS:
Acts as lead and handles disagreements, conflicts, and unexpected problems in ways that maximize team effectiveness for the PC Desktop and/or AV area; primary point of contact for elevated issues and mitigation of highly complex internal and external problems
Collaborates with OTS developers to improve end user experience with applications, performing relevant research and presenting findings
Researches products and services and regularly makes decisions on purchases and diagnostic needs. Responsible for ensuring operational budget for materials is used effectively and in accordance with Lone Star College mission objectives
Assists customers through consultation, diagnosis, and implementation of solutions that are reasonable within resources available and that will leverage existing PC Desktop and/or AV technologies at the College
Maintains updated knowledge of PC Desktop and/or AV systems to act as Subject Matter Expert for area
Develops improvements and innovations to enhance team's performance
Manages personal work tickets as well as the departmental queue
May manage projects, either intra-OTS or with customers
Responsible for other reasonable related duties as assigned
KNOWLEDGE, SKILLS, AND ABILITIES:
Highly detailed understanding of Windows and Mac operating systems and/or AV systems as required
Background of strong customer service orientation
Highly skilled at explaining technical subjects to non- technical as well as technical customers
Has expertise in principles and concepts underlying an area of IT
Current and proficient in any new concepts or practices in own IT discipline, and applies that knowledge to the current work
Has an in-depth understanding of the different aspects of the College's purpose and operations (academic; research; administrative)
Must have basic knowledge of project management
Demonstrated ability to address complex problems or situations
Ability to represent and promote the team's mission and goals across teams, processes, and departments, as needed. Knows when support from outside the team is needed to help move forward and acts accordingly
Ability to write and present reports and/or proposals that persuade or communicate important messages
Ability to understand and interpret other viewpoints and assimilates them, as appropriate, into new or revised work processes and products
Demonstrated ability to work to resolve conflicts (e.g., technical disagreements or design reviews) in own work unit
Ability to make decisions guided by IT and the College's precedents and objectives
Ability to makes decisions and recommendations on issues affecting projects and a client base
Ability to work with management, which helps create standards for a team and assist in establishing methods of accountability for the completion of assignments and tasks
Flexibility and discretion in negotiations with customers and/or colleagues
Ability to seek opportunities and sets some goals for own development
Ability to follow team and OTS procedures, but regularly evaluates those procedures. Typically directs the work of others. Prioritizes project work
Ability to anticipate consequences of actions and prepares for potential problems or opportunities that are not obvious (e.g., are not part of the standard practice in the field)
Ability to set goals for others that support short-term team goals. May establish long term goals for others
PHYSICAL ABILITIES:
The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. No special physical demands are required to perform the work.
WORK SCHEDULE & CONDITIONS:
Equipment used includes, PC workstation running on a LAN in Microsoft Windows and Mac environments, calculator, phone and other general office equipment
Interface with internal and external contacts as needed to carry out the functions of the position
Work is performed both indoors in a climate-controlled office environment and outside in non- climate controlled areas
May regularly travel to different LSC locations
May be fully reassigned to other LSC locations if necessary
May need to work weekends and outside of core business hours if necessary
REQUIRED QUALIFICATIONS:
Associate degree and a minimum of 4 years of experience, or an equivalent combination of education and experience
Experience working directly with clients, demonstrating strong communication and interpersonal skills
One additional year of relevant work experience may substitute for each required certification
CompTIA A+ Certification or industry-recognized equivalent
Microsoft 365 Certified: Fundamentals
PREFERED QUALIFICATIONS:
Bachelor's degree
At least 7 years of related professional experience
Practical experience and specialized training in one or more IT domains (e.g., PC, Mac), supported by a college degree, technical credentials, or equivalent work experience
Advanced expertise in hardware troubleshooting and repair
ITIL Foundations certification or industry-recognized equivalent
CompTIA Project+ certification or industry-recognized equivalent
Hands-on experience managing and troubleshooting endpoints using Microsoft Intune
Hands-on experience troubleshooting and supporting Microsoft 365 services and applications
HP Self Maintainer certification
LSC-Academy
Crestron Certified Programmer
InfoComm/AVIXA Certified Technology Specialist (CTS) ' General, Design, and Installation specializations
Apple Certified Support Professional (ACSP)
JAMF Certified Technician and JAMF Certified Administrator
AV-related professional certification