University System of New Hampshire Hiring for Learning Space Technologies Team Lead & Technician at Keene, NH  Full Time

Keene State College invites applications for a Learning Space Technologies Team Lead & Technician to maintain the smooth service delivery of classroom support (over 100 classrooms at Keene State College) of equipment loan support, digital signage and small projects consulting support.

The Information Technology Group is responsible for providing the campus with a reliable, flexible, and secure technology infrastructure and the delivery of information technology services in support of academic excellence and efficient administrative services. We value customer service, partnerships, continued process improvements, project management methodologies and technical prowess. The Information Technology Group is part of the larger USNH Enterprise Technology & Support (ET&S) Organization which provides a wide range of technology services and support for the students, faculty, and staff of Keene State College and across all USNH institutions.

Under the supervision of the department (ET&S) Help Desk Team Lead and with support and indirect supervision from the Director of (LST) Audiovisual Service Line, and a team of student technicians and Help Desk staff, the successufl candidate will maintain AV systems and equipment used in technology enhanced classrooms and learning spaces; train students, faculty and colleagues; propose and explore solutions to a wide range of complex audiovisual and IT problems by applying advanced knowledge and using professional expertise and institutional policies and procedures; supervise student staff; act as project manager for assigned projects; and develop and maintain policies and procedures related to areas of responsibility.

Applicants should be prepared to upload the following documents when applying online:

Application Deadline: Review of applications will begin immediately and will continue until the position is filled or otherwise closed at the College’s discretion.

Bachelor’s degree and four years of experience in information technology field, Associate’s and six years, or combination of education and experience equal to eight years.

AVIXA Certified Technical Specialist (CTS) strongly preferred. Experience with project management tools and methodologies such as Microsoft Project, PMBOK, and PMI certification.
Experience with process improvement and technology management practices such as IT Service Management (ITSM), ITIL. Expertise with Crestron, Extron, InfoBlox and ToolBox configuration tools.
Additionally, the College has identified desirable qualifications that support our commitment to creating and maintaining a diverse campus community including the ability to speak a second language or to bring a multicultural perspective to the campus.

Salary is commensurate with experience, complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off. This position is part of the Keene State College Staff Association (KSCSA).

Supervise the design, engineering, programming, remote and on-site management, maintenance and troubleshooting of equipment and classroom/ conference room facilities, including coordinating equipment repair, resolving compatibility issues, supervising installation of classroom and/or lab technology, and testing installed equipment. Work as part of a team including engineers at the USNH campuses to collaborate on resolutions, upgrades, and design standards.

Provide analysis and statistics of equipment usage from a database of equipment inventory, maintenance, repair history, and warranty information. Use network to oversee connected equipment to measure the utilization records and performance of the equipment. Appropriately communicate any issues that require maintenance and/or repair. Manage all application-related aspects of the Classroom Control and Monitoring system including programming, testing, troubleshooting, and reporting.

Act as project manager on assigned projects. Develop project charter, plans, and specifications. Manage project team. Maintain project management information online to insure it is up-to-date and accurately reflects project status. Develop and maintain all project documentation.Provide leadership to short-term and long-term projects and project teams. Plan, develop, and execute project plans and specifications. Coordinate inter-departmental teams to design and develop support structures involving human resources as well as technical resources. Ensure timely delivery project outcomes and goals.

Assist with the technical and operational user documentation for campus instructional technology by collaborating with the Keene Client Services and Teaching and Learning Technology groups.
Assist in marketing new features of classrooms to enhance user adoption.
Research and develop of new campus instructional technology applications as required.

Supervise the LST & Client Services student staff. Assist the Client Services team in hiring, managing performance, goals setting, coaching and developing student team. Provide day-to-day resources to achieve department goals and maintain customer satisfaction. Perform all supervisory duties required to manage, hire, train, and evaluate student workers as assigned. Create S.O.P.s for instance: set Preventative Maintenance procedures and schedules for student staff.

Maintain historical and current data, metrics, and KPI’s and prepare reports to assist with short and long-term planning, goals and objective for Keene Learning Space Technologies department development and operation. Assess all areas of business including incident management, request management, and knowledge management to drive excellence in all areas of business.

Develop and mature ITSM-based processes including incident management, problem management and others to ensure proper handling and remediation of all support-related issues regarding instructional technologies and related services. Properly handle major support incidents and conduct post-incident reviews. Ensure proper solutions and knowledge management best practices are followed and continual service improvement processes are refined to improve performance of the Help Desk.Work with various IT departments to maintain proper incident tracking applications including SOP’s, special business customization, and proper communications to customers done within these systems.

Design, develop and present training sessions to end users of all supported instructional technologies. Work with all areas of IT and academic departments to focus on specialized use of technology to ensure successful use of technology across campus.

Design, deploy, and assess customer feedback with the goal to improve internal and external processes to benefit the customer experience.

Oversee and manage databases for all areas of KSC Learning Space Technologies including human resource management, equipment inventory management, knowledge management for both internal and external users, and customer-facing websites and web forms.