The salary range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

Essential Functions and Responsibilities:

• Participate in the design and implementation of small to large-scale AV Systems.
• Provide excellent customer service and respond to customers via ticketing queue, email, or other communication channels.
• Document and maintain operational and maintenance processes and procedures.
• Troubleshoot hardware cabling and components in addition to touch panel programming.
• Identify and implement configuration changes to web/video cast servers for multi-stream events.
• Collaborate with IT, Facilities, Colleges, and vendor contacts to quickly resolve technical issues.
• Troubleshoot network load and bandwidth issues related to video conference/webcasting.
• Ensure that all onsite Conference Technology systems are fully functional daily, including checking of projectors, VC units, and audio DSP equipment in conference rooms.
• Maintain sufficient inventory of supplies and ensure operating efficiency of equipment.
• Provide direction and resolution in high-pressure circumstances and provide immediate response to client requests for assistance.
• Travel to remote WGU sites for support of AV systems.
• Remain competent and current through self-directed professional reading, development of professional contacts with colleagues, attendance of professional development courses or trainings as directed by the supervisor.
• Perform other duties as assigned.

Knowledge, Skill and Abilities:

• Ability to effectively communicate, both verbal and written.
• Strong documentation skills
• Ability to analyze and evaluate technical equipment functionality and performance.
• Excellent critical thinking and problem-solving skills.
• Working knowledge of conference room systems, media extenders, amps, speakers, and microphones.
• Ability to give and follow oral and written instructions to provide desired outcomes.
• Self-directed and self-motivated with the ability to exercise time management skills and independent judgment.
• Ability to prioritize and re-prioritize workload as needed.
• Strong attention to detail regarding complex troubleshooting and setup requirements.
• Proficiency with a variety of computer hardware and software applications (PC/Mac computers, video cameras, and microphones), database development and maintenance, security and protection of software programs, computer files and confidential records.
• Ability to configure, operate, and maintain networked computer and audiovisual equipment, beyond the specialized simulation technologies.
• Excellent customer service skills and positive attitude.
• Ability to maintain cleanliness and organization in the workspace.
• Knowledge of best practice in deploying, installing, configuring, administering, and troubleshooting IT equipment, including computers (Apple/Windows), phones/tablets (Android/iOS), printers (Canon or HP), and peripherals (monitors, mice, keyboards, etc.)
• Team player with the ability to work with diverse individuals and groups.
• Extensive knowledge implementing video/webcast over LAN and WAN networks.
• Understanding of Webex Meeting, Webinars, and Events

Competencies:

Organizational Impact:

• Tasks are accomplished by following a defined standard or set of procedures to achieve day to day objectives with direct impact on the area of specialty.
• The work is performed under moderate supervision and consists of routine tasks that may require advice and guidance from more senior personnel in the same area.

Problem Solving and Decision Making:

• Reviews solutions and employs minor adjustments to work methods to solve problems that are routine and typically exist in current work processes and systems.
• May be required to highlight areas of concerns/problems and offer potential solutions.
• Problems and issues faced are generally routine but may require interpretation of procedures or policies to resolve.

Communication and Influence:

• Communication with contacts within the job area is typical, and information that is provided or obtained may require some explanation or interpretation to reach agreement.

Job Qualifications:

Minimum Qualifications:

• 4 years of experience in AV technology or IT.
• 3 years of Customer Service experience
• Broad knowledge of operational systems and practices.

Preferred Qualifications:

• Familiar with Webex, Webex Control Hub
• Familiar with ITIL processes, IT, and AV systems

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Frequently reaching, bending, sitting, and lifting are required to do the job duties listed above.
• The work area involves moderate environmental discomfort such as continuous moderate noise from machines or equipment used.
• Work requires regular set up of equipment of over 50 pounds.
• Occasionally requires working outside normal office hours.

The University is an equal opportunity employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.