Classroom and Device Solutions Engineer - IT Classroom & Tech Support

APU is seeking employees who desire to engage in our thriving culture by cultivating community through professional interactions, demonstrating a posture of lifelong learning, and modeling Christ-like character. Working together, employees at APU commit to establishing a university atmosphere that is edifying to God and to one another.

You are a detail-oriented technophile who loves organization, documentation, and learning about new kinds of technologies. From computers, to networking, to audio & video, you love learning new things and finding ways to organize them. You enjoy optimizing systems, thinking through nitty-gritty details of projects, and leaving instructions to make others successful.

You will be a part of a friendly & honest team that excels in customer empowerment, continuous personal improvement, and making sure our office is a place we all love to be. We enable the APU Community to accomplish their work using physical technology tools, lightweight software solutions, and audio/video systems. You will support this team by doing field work, system & network administration, project management, and documentation.

You will be primarily working 40-hours per week at our Azusa Campus, with occasional trips to our regional campuses as specific incidents or projects require. You may also have some work-from-home opportunities if projects are conducive to it.

Required Education

• Bachelor’s degree/experience in a higher education environment preferred
• Certifications in project management and/or networking preferred

Required Experience

• 3-5 years experience in documentation systems, including ticketing/CRM systems, knowledge base articles, technical documentation, and project management
• 3-5 years experience working with audio/video technology
• 1-3 years years experience with network administration
• 1-3 years experience in customer service

Primary Duties/Essential Functions

Classroom Installation & Care

• Supporting external integrators with installations, including access, coordination, and network assistance.
• Coordinating installations with internal customers, including scheduling, needs assessment, and training.
• Performing high-level repairs to classrooms, and escalating to external vendors when appropriate.
• Listening and speaking on the telephone
• Ability to work in tight spaces, such as equipment racks under classroom desks
• Ability to climb ladders
• Ability to conduct business at other offices on campus, as well as regional campuses
• Able to reach, grasp, pull, bend, lift up to 50 lbs. occasionally.
• Digital Signage (YoDeck) - Configuring & deploying signage players and onboarding new users.
• Inventory management [Snipe/JAMF/WebCheckout] - Ensuring the team adheres to inventory protocols and keeps our databases up to date.
• Zoom - Account & User management
• Automation Systems [SP Controls & Crestron] - Creating & loading classroom control programs

Documentation

• Creating & maintaining Knowledge Base articles for both technicians and APU community members.

Day-to-day responsibilities include:

• Project-heavy seasons: coordinating communication with both external vendors and internal partners, as well as checking on project progress.
• Incident-heavy seasons: helping with more advanced computer, network, and classroom technology diagnosis & repair.
• Slower seasons: working on documentation and optimizing our systems, or helping out the rest of the team with projects & backlogs.

Skills

Must have:

• Excellent written communication skills, including the ability to create clear documentation.
• Excellent organizational skills for managing projects & timelines.
• Comprehensive knowledge of basic computer troubleshooting.
• General knowledge of computer networking, including familiarity with IP & MAC addresses, DHCP vs. Static IP addresses, VLANs, and domain names.
• General knowledge of audio/video equipment, including troubleshooting methods, analog vs. digital systems, and video switching/scaling/extension.

Preferred:

• Working knowledge of control & automation systems (especially Crestron & SP Controls).
• Working knowledge of Digital Signage concepts.

Mental Demands

• Ability to prioritize multiple projects by importance and urgency
• Ability to focus intensely on specific tasks & details in the midst of a fast-paced work environment
• Ability to work collaboratively with a team, regularly giving & receiving constructive feedback while focusing on team goals & success

Physical Demands

• Extensive computer work, including sitting and/or standing 5-6 hours per day and repetitive hand motions at computer keyboard

Visual Demands

• Reading, writing notes, and computer monitor work.

Environment

• Our office is pleasantly air conditioned. With constant work, enthusiastic student employees, and music playing most of the time, we are a generally higher-energy office. We are intentionally an open office, with no private offices or cubicles to promote collaboration among both student employees and staff. However there are other “hot desks” located in other parts of IT available for use if quiet and focus is especially needed.

Technologies

• Basic productivity apps such as Google Suite and Microsoft Office
• Video conferencing hardware & software
• Audio/Video hardware & software, such as projectors, speakers, and DSP’s
• Digital Signage CMS
• Automation and control systems, such as SP Controls and Crestron
• Ticketing systems, such as ZenDesk or HappyFox
• Network administration (DHCP, DNS, TCP/IP, etc…)