End-user Support• Responds to end-user hardware requests and performs restorative actions to resolve problems.• Properly logs all requests, issues and their resolutions.• Properly escalates critical issues to other local-team members or to Firm IT for level-3 support.• Researches and locates available tools and processes to identify and avert troublesome trends as they develop.• Responds to situations where standard procedures failed with hardware installations or upgrades.• Actively participates (with testing and documentation) in software pre-pilots, pilots and roll-outs.• Provides status reports to and communicates with the manager.Administrative and Operations Responsibilities• Unpacks, sets up, tests and installs all new equipment received by the local office.• Tracks the type of equipment, the location of equipment and to whom the equipment is allocated.• Performs all initial diagnoses of reported hardware errors to determine nature, possible cause and recommended course of action.• Where possible, performs maintenance or recovery procedures to correct reported hardware errors.• Contacts third-party maintenance personnel, when necessary, to service diagnosed hardware errors that cannot be resolved in-house.• Performs standard preventive maintenance on specified equipment.

• Install, configure, test, maintain, monitor, and troubleshoot audio, visual, and workstation hardware, software, and peripheral devices associated with over 300 end-user workstations.• Document instances of hardware failure, repair, installation, and removal. • Support development and implementation of new technology projects and new hardware installations. • Inventory tagged assets and facilitate intra and interdepartmental transfers.• Responsible for video recording of college events. • Respond to incoming service requests regarding computer, hardware issues and software issues, and resolved issues in person.• Supervised and trained student workers to complete Media/Support Center Tasks.• Facilitated purchase orders and procurement card transactions including reconciliation monthly.• Support 3 high capacity conference rooms, 2 meeting rooms, 444 seat auditorium, and functioning courtroom by scheduling conference calls and events, supporting projectors and PC equipment, and maintaining the sound equipment.

• General computer and A/V support for the College of Criminal Justice & Criminology• Support and maintain desktops and peripherals throughout the College of Criminal Justice• Perform installations, diagnostics, repairs, upgrades and replacement of the College’s systems• Assist in setting up, recording, and editing of audio/video for the web• Present effective interpersonal skills and relationship-building skills, good written and oral communication skills, and possess the ability to present ideas and concepts in user-friendly language• Set priorities and procedures for accomplishing work based on previous experience• Teaching and mentoring other Media Center Technicians about various job expectations and technical education • Assisted with the rollout of Windows 10 to the College of Criminal Justice and resolved the initial issue after deployment.

• Answered and resolved phone calls regarding PC and Mac technical issues for a 20,000+ student campus and faculty and staff.• Fixed technical problems in classrooms ranging from, but not limited to, projectors, lighting, computers (Mac and PC), Crestron and Extron control modules, etc.• Quickly and effectively, resolve technical issues remotely through Bomgar Software and face to face with clients while teaching them how to prevent and resolve issues on their own.