IT and AV Support Technician (Catalyst Building) EHA

Transcription

1 It is important to note that this job description is a guide to the work you will initially be required to undertake. It may be changed from time to time to meet changing circumstances. It does not form part of your contract of employment. Job description for the post of: IT and AV Support Technician (Catalyst Building) EHA Reporting to: Accountable to: Classroom Technology Support Manager Dean of Learning Services Professional career development will be provided by IT Services and Learning Services Main purpose of the post The post holder will act as an IT and AV Support Technician providing a proactive hardware and software support service within the Catalyst building; maintaining excellent availability of its technology-enhanced learning spaces, and providing excellent customer care for all customers using the building. Close working with the Catalyst building Help and Support team and student users will be a key element of the role. The post holder will normally be based within the Learning Services Classroom Technology Support office within the Catalyst building at the Ormskirk campus, but may be asked to work occasionally at any Edge Hill University site. The post holder will be required to work flexibly including evenings and weekends, and duties and working patterns may vary according to service needs. Duties and Responsibilities 1. Maintain hardware and software in PC and Mac open access areas and bookable spaces to ensure up-to-date configuration, operation and excellent availability a) Undertake local management of PC and Mac equipment including regular inspections and a system of proactive maintenance to ensure the continued operation, security and availability of facilities. b) Liaise with colleagues in the Classroom Technology Support team where appropriate to ensure efficient operation of AV/IT facilities in Catalyst; to include installation, first line diagnosis and repair, general maintenance, and upgrades of AV/IT equipment and peripherals.

2 c) Manage the self-service laptops service, including maintenance, installation of relevant software, and liaison with the laptop storage unit company. d) Troubleshoot general IT problems, software and hardware issues and liaise with appropriate internal and external organisations to ensure timely resolution of faults. e) Liaise as appropriate with colleagues in Learning Services, IT Services and external suppliers, collaborating where necessary to ensure successful service provision and excellent levels of service availability. 2. Provide practical IT technical support and assistance for Catalyst building users a) Act as the technical liaison between the Catalyst front line service and the Classroom Technology Support team; provide regular briefings and staff training to the Catalyst front line service on known issues and technical developments impacting on the service to users. b) Document and update procedures as necessary including AskUs articles providing solutions to issues raised by users. c) Provide second line technical support for complex issues involving Audio Visual technologies, MFD, network and printing issues, Wi-Fi connections, file recovery, and AV connectivity to personal devices. d) Ensure that all issues reported in learning spaces are logged appropriately and that problems are seen through to resolution, obtaining statistical information from these systems as required. e) Provide responsive one-to-one and drop-in support in use of PC and Mac hardware and software, user-owned laptops and mobile devices, and WIFI. 3. Participate in University wide IT and Learning Services projects and operations. a) Participate and contribute to the work of central service areas and project work groups as required, and provide assistance to IT and Learning Services staff on other IT-related related developments. b) Provide proactive and timely assistance for open days and related activities. c) Participate in generic induction / learner support as required. 4. Contribute to the development of an effective Learning Service. a) Demonstrate excellent customer care. b) Participate in staff development activities and develop new skills and awareness to meet the changing needs of the service. c) Provide statistics and reports as required. d) Participate and contribute to the work of the internal committees and project work groups as required e) Undertake additional duties as required appropriate to the level of the role 2

3 f) Maintain an active interest in IT, media and audio visual related developments. In addition to the above all Edge Hill University staff are required to: a) Adhere to all Edge Hill s policies and procedures, including Equality and Diversity and Health and Safety b) Respect confidentiality: all confidential information should be kept in confidence and not released to unauthorised persons c) Undertake appropriate learning and development activities as required by this graduate trainee role. d) Participate in Edge Hill s Performance Review and Development Scheme e) Adhere to Edge Hill University s environmental policy and guidelines and undertake tasks in a sustainable manner f) Demonstrate excellent Customer Care in dealing with all customers Salary: Grade 4, Points ,989 22,876 Hours: hours per week Candidates should note that shortlisting will be based on information provided on the application form with regard to the applicant s ability to meet the criteria outlined in the Person Specification attached. 3

4 PERSON SPECIFICATION FORM IT and AV Support Technician (Catalyst Building) EHA CRITERIA: Applicants should provide evidence of their ability to meet the following criteria: Qualifications Degree in computer science or IT, or relevant work experience Essential Desirable *Method of Assessment Relevant professional qualification where appropriate Experience and Knowledge Technical knowledge of Apple Mac and PC hardware, software and peripherals Experienced in the use of OSX and Microsoft operating systems Experienced in providing technical support for a range of relevant software applications including Microsoft Office and Adobe Creative Cloud Suite /T /T Experience of providing IT support Abilities/Skills Able to work on own initiative without supervision and as part of a team Proven problem solving, organisational and prioritisation skills Able to work effectively under pressure and meet deadlines Able to operate flexibly and reliably

5 Able to pay attention to detail Able to maintain confidentiality Excellent communication skills both oral and written Excellent demonstrable customer care skills Other An awareness of Equal Opportunities Issues Willingness to undertake staff training and development as required Willingness to participate in the Performance Review & Development Scheme *Method of Assessment (I-Interview, A-Application, T-Test, P-Presentation) 5