The Universities at Shady Grove
Rockville, Maryland
Apr 14, 2022
May 19, 2022
Full Time


The Universities at Shady Grove, Rockville, MD 20850

Position Information:

The Office of Information Technology (OIT) at the Universities at Shady Grove (USG), in cooperation with the University of Maryland, College Park, leads the planning, design, and implementation of information and technology strategies, and provides premium services and infrastructure necessary for USG to carry out its mission.

The mission of the Office of Information Technology is to encourage, support, and enhance the use of technology for faculty, staff, and students through planning, budgeting, and technology leadership, and to operate, manage, and coordinate information systems and support for USG’s IT infrastructure in order to meet the academic and administrative computing needs of its participating institutions. The IT Computer Operator plays an important role in ensuring students receive accessible education and high-quality services.

Position Summary:

1. Provide Tier 1 (L1) direct end-user assistance to customers of the IT Service Desk; perform preventive and corrective technical maintenance in classroom and meeting space audio and visual systems;

2. Provide user training, support, and technical assistance in distance learning or hybrid classrooms;

3. Manage audiovisual resources, maintenance and service requests with proprietary incident ticketing system;

4. Setup and operate external audiovisual equipment as requested by our customers;

5. Provide on-site weekend support;

6. Assist in the development and implementation of department standards and procedures.

Essential Duties and Responsibilities

Provide Tier 1 (L1) support services to our students, faculty and staff at the Universities at Shady Grove including our institutional partners. Service requests are received via email, telephone and walk-in. Fully support USG-deployed AV systems and related software.

Demonstrate comprehensive understanding of our current AV infrastructure.

Percentage (1) : 40%

Create and maintain the service desk incident management system for accurate customer service responses. Assign service desk tasks and related IT items. Employ the necessary skills to complete incident records of each service call in an articulate manner and promptly escalate reported incidents to the next support tier (Level 2 (i.e. NTS, DSS), Level 3 (external vendors) for resolution.

Percentage (2): 30%

Collaborate with our internal Tier 2 to configure, deploy, and maintain our AV resources.

Perform routine technology checks of our AV infrastructure to ensure full operability. Use AV management and diagnostic tools such as Crestron, Polycom, cameras, sound systems etc., to proactively diagnose and correct issues.

Percentage (3): 20%

Organize training materials. Offer training and resources to customers. Maintain documentation life-cycle in direct support of all AV systems.

Percentage (4): 10%

Minimum Qualifications:

Required Education:

➢ High School Diploma or GED.

Required Experience:

➢ One year in the operation of multi-user computers and peripheral equipment.

➢ One-year experience in AV with types of hardware and/or software to be supported;

➢ Experience supporting AV systems and remote communication software (such as Zoom);

➢ Experience supporting AV in a higher education environment; 

Knowledge, Skills and Abilities:

➢ Excellent analytical and customer service skills;

➢ Knowledge of and experience supporting AV systems and peripheral equipment;

➢ Thorough knowledge of and demonstrated skills in configuring, supporting and maintaining various audio-visual control systems, projection systems, video playback systems, digital still and video cameras, and various audio systems;

➢ Strong working knowledge of Polycom videoconferencing technology;

➢ Strong working knowledge and experience in repairing various AV systems;

➢ Strong troubleshooting skills, technical understanding and attention to details;

➢ Ability to analyze problems and select corrective actions;

➢ Strong written and verbal communication skills;

➢ Knowledge or experience with all or any of the following: Polycom (video conferencing),

Crestron (control systems), Shure (microphones), Cleartouch (touch monitors), Clevertouch (touch monitors), Epson (projectors), QSC (ceiling speakers), Biamp (audio processors).

Physical Demands

➢ Ability to sit for long periods of time in front of a computer during busy periods.

➢ Ability to cope with pressure and the occasional lifting of computer hardware.

➢ Required to work outside of normal scheduled working hours (i.e. early mornings, late evenings, weekends).

➢ Ability to lift up to 50 lbs.

Additional Information:

This is a contingent 1 contractual position. This position is located in Rockville, MD.

To apply for this position, please visit

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