Classroom Support Technician

Classroom Support Technician

1531
Boston, Massachusetts, United States

Description

The Information Services department seeks a Classroom Support Technician to provide hands-on technical support for audiovisual (AV) systems, classroom computers, and instructional technologies, with a strong focus on responsiveness, reliability, and customer service. The Classroom Support Technician is responsible for supporting and maintaining classroom technology to ensure a seamless teaching and learning experience. The technician works closely with faculty, staff, and IT teams to troubleshoot issues, support exams and events, and maintain standardized classroom environments.

Essential Duties and Responsibilities:

AV Equipment Management & Maintenance:

• Oversee the inventory, deployment, and lifecycle management of classroom AV equipment (projectors, displays, microphones, cameras, control systems, lecture capture, etc.).
• Perform routine inspections and preventative maintenance to ensure all classroom technology is functioning properly.
• Coordinate repairs, replacements, and upgrades with internal teams and external vendors.
• Maintain accurate inventory records, asset tracking, and documentation of all AV equipment.
• Install, configure, and update classroom computer hardware and software.

Classroom Technology Support:

• Provide daily support for classroom technology, ensuring all equipment is operational prior to scheduled classes.
• Troubleshoot and resolve issues related to AV systems, classroom computers, and connectivity (audio, video, projection, control systems).
• Respond promptly to urgent classroom support requests, especially during exams and high-impact academic activities.
• Assist faculty and staff with the use of classroom technology and provide basic instruction as needed.
• Provide video conferencing support, including in-room setup and connection assistance.
• Monitor distance education classes through the Conference Control Center (TMS) and provide assistance as needed.
• Support classroom lecture capture tools, including Tandberg, Cisco, Kaltura, and Zoom.

Distance Learning & Conferencing Support:

• Assist with video conferencing setup and support (Zoom, Teams, etc.).
• Monitor and support distance education sessions as needed.
• Provide support for lecture capture systems (e.g., Kaltura, Cisco, Tandberg).
• Provide dedicated AV support for academic events, orientations, and special programs.

Documentation & Reporting:

• Maintain up-to-date documentation for classroom AV setups, troubleshooting guides, and support procedures.
• Track and report on AV incidents, recurring issues, and system performance.
• Provide recommendations for improvements based on data and user feedback.
• Utilize the ticketing system to create, update, document, and close Classroom and Help Desk tickets in a timely manner.

Collaboration & Communication:

• Partner with Academic Affairs, faculty, and campus stakeholders to support instructional needs.
• Communicate effectively with Help Desk staff to ensure proper triage and escalation of AV issues.
• Train student workers and support staff on basic AV troubleshooting and classroom setup.
• Work on assigned projects as directed by the Director of Client Services.
• Collaborate with faculty and Information Services staff to implement new classroom technologies and improve utilization of existing equipment.

Other Duties:

• Stay updated on emerging technologies and IT trends.
• Perform additional duties as assigned by the Director of Client Services or Help Desk Coordinator.

Requirements

Education and Work Experience Requirements:

• 2-4 years of experience supporting AV systems, preferably in a higher education environment.
• Strong troubleshooting skills with AV equipment and related technologies.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities in a fast paced-environment.
• An openness to learning new technologies.

Preferred:

• Associate's or Bachelor's degree in Information Technology, Audiovisual Technology, or related field (or equivalent experience).
• Experience in a higher education environment.
• Familiarity with lecture capture systems and video conferencing tools.
• Experience supporting large-scale academic events or exam environments.
• Experience with remote desktop support applications (BOMGAR preferred).
• Experience working with wiring, cabling and/or Crestron/Extron programming.

Physical Requirements:

• Ability to move between classrooms, buildings, and campuses throughout the day.
• Ability to stand, walk, and remain active for extended periods of time.
• Ability to lift, carry, and transport equipment weighing up to 40–50 pounds (e.g., monitors, AV equipment, computers).
• Ability to bend, stoop, kneel, and reach to install, adjust, or troubleshoot equipment.
• Ability to work in confined spaces (e.g., under desks, podiums, or behind equipment racks).
• Ability to climb ladders or step stools when installing or servicing ceiling-mounted equipment (projectors, cameras, speakers).
• Manual dexterity to handle tools, cables, and small components.
• Ability to push carts or transport equipment across campus locations.
• Ability to visually inspect equipment, read screens, and identify issues with wiring or connections.
• Ability to respond quickly to urgent classroom support needs across campus.

Compensation

The pay range associated with this posting reflects the amount the University reasonably expects to pay for this role at this time. Salary offers are determined based on experience, skills, and qualifications as well as internal equity, market data and pay in comparison to similarly situated employees doing comparable work.

Hiring Range: $27.80-$30.88/hour