• IT/AV Helpdesk Support / IT/AV 技术支持

    Posting Number 2018-4573
    Posted Date 4 weeks ago(5/29/2018 4:47 AM)
    Shanghai-Information Technology
    NYU Shanghai (SH1002)
    Compensation Grade
    Band 52
  • Position Summary

    This position collaborates with technology staff in NYU Shanghai IT department to provide tier 1 desktop and audio-visual support throughout the NYU Shanghai community. Actively identify, develop, implement and support appropriate technology solutions for teaching, learning, research and administration activities; supports technology equipment, facilities in Pudong academic building and dormitory area.


    Help foster a responsive and adept technical support structure to promote the effective use of technology in teaching, learning, research and administration activities; work both individually and as part of IT support team; have a specialty area such as presentation technology, computer administration, sound engineering etc. Supervise the activities of audio-visual vendors.


    Some weekend and evening hours will be required.



    The main responsibilities include:

    Manage audio-visual system in classrooms  (50%)

    • Daily maintenance and service of audio-visual presentation equipment, digital media equipment and software in classrooms
    • Supervise and implement classrooms’ weekly, seasonal preventative maintenance check
    • Analyze and diagnose audio-visual presentation equipment issues, and initiate appropriate client response and technical corrective action
    • Help install new audio-visual and digital media systems and equipment
    • Coordinate the repair of audio-visual equipment with external vendors; reconnect equipment after repair work has been completed.
    • Participate in the research, evaluation and selection of new audio-visual presentation and digital media technologies.
    • Propose technical solutions to improve the audiovisual system in classrooms
    • Create, update and maintain media system user documentation
    • Manage the media monitoring system, all classrooms and conference rooms’ media control system profiles and system drawings
    • Assist to manage and maintain the audio-visual assets records in classrooms
    • Participate on special projects as directed

    Provide technical support for university events, teaching and learning activities  (30%)

    • On call to provide instant technical support for events, teaching and learning activities
    • Train and assist faculty, students and staff in the use of audio-visual presentation equipment, video conferencing system, software and facilities
    • Support and train faculty in the use of recording equipment, video transfer and editing software & tools
    • Advise faculty, students and staff on the selection of classroom space, IT equipment and technical best practice for university events
    • Communicate effectively and politely with peers and clients

    Provide tier 1 desktop support for faculty, staff and students  (20%)

    • Rotate with peers to cover the IT client service center front desk to support walk in patrons; answer a variety of IT inquiries and provide first line desktop support and troubleshooting
    • Assist end-users to resolve hardware and software issues reported through the help desk ticketing system
    • Process incoming tickets and log issues to IT ticketing system within service level agreement period
    • Expand a wide range of knowledge in IT service category and standard operation procedure; play a backup role during the absence of the other IT support staff


    Required Education

    • Bachelor's degree. Preferably in computer science, electrical engineering, digital media production or instructional technology.


    Required Experience


    • Minimum 1 to 2 years providing excellent technical customer service in an international and multicultural setting.
    • Experience in a university setting is preferred


    Required Knowledge, Skills, and Abilities

    • Excellent written and spoken Chinese and English.
    • Strong interpersonal communication skills.
    • Proficiency using, maintaining and troubleshooting computer hardware and operating systems, including Macintosh OS X and Windows 7/10. Linux is a plus.
    • Proficiency configuring, maintaining and troubleshooting audio-visual presentation systems, including matrix switchers, digital audio processors, microphones, control systems, projectors, flat panel displays, visualizers and DVD/BR players.
    • Ability to work on a variety of projects simultaneously.
    • Ability to learn and apply new skills quickly.
    • Ability to demonstrate technology effectively to individual clients and to groups.
    • Ability to work both independently and as part of a diverse technical team.
    • Enthusiasm and proficiency for helping others.


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