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Title: IT Technician I - AV

VP Area: Information Technology Services

Department: Service Management

Work Schedule: Fixed Daytime Hours Monday - Friday

Telework Availability: On-campus Position

FLSA Status: Non-Exempt

Employee Classification: Regular full-time (staff 30+ hours)

Hours per week: 40

Months per year: 12

Job Purpose:

The IT Technician I - AV works closely with the Classroom Technology Services team to install, maintain, and support Gonzaga's classroom and conference room environments. This position is responsible for audiovisual (A/V) equipment installation, software installation, validation of custom control systems, repair of instructional technology equipment, and related electronic equipment.

Essential Functions:

• 50% - Support & Troubleshooting
  • Provide real-time, on-site support for classroom AV systems to ensure uninterrupted teaching and learning experiences.
  • Diagnose and resolve complex AV issues (e.g., integrated Crestron/Extron systems, projection, audio, control systems) during live class sessions, minimizing disruption and escalation needs.

• 25% - AV System Maintenance & Technology Reliability
  • Perform proactive maintenance, testing, and troubleshooting of classroom AV systems to ensure reliability. Monitor aging classroom technology, identify recurring issues, and coordinate repairs, upgrades, or replacements to reduce failure rates and improve performance.

• 25% - Technical Help Desk & End-User Support
  • Assist users with password and connectivity problems on all services including Windows OS, Mac OS X, Citrix, Banner (ERP system), Email, Blackboard, and mobile devices.
  • Assist users with installation, configuration, utilization, upgrade and resolution of problems related to operating system, utility, database, word processing, spreadsheet, email, web browsers, and similar software.
  • Assist users with network access. This support also includes remote access to campus network services.
  • Perform routine maintenance and upgrades on supported equipment and software packages. Generate and prioritize incidents for all work with reporting tool. 

• 10% - Additional Duties as Assigned by the Department

Educational Requirement:

• High School Diploma or GED

Years of Related Experience Requirement:

• 3 years
• In lieu of the educational qualifications, candidates may qualify with equivalent professional experience at a ratio of one year of experience for each year of required education. 

Certifications and/or Licensures:

• None

Skills & Abilities:

• Advanced troubleshooting and problem-solving skills related to classroom audio-visual and instructional technology systems.
• Knowledge of integrated AV technologies, including projection, audio, control systems, and platforms such as Crestron and Extron.
• Ability to provide effective real-time technical support in fast-paced classroom and customer service environments.
• Strong interpersonal and communication skills with the ability to support users with varying levels of technical experience.
• Experience supporting Windows OS, macOS, mobile devices, enterprise applications, and network connectivity.
• Ability to perform preventative maintenance, testing, and upgrades to ensure reliable technology performance.
• Strong organizational skills with the ability to prioritize incidents, manage multiple requests, and maintain accurate documentation.

Preferred Qualifications:

• Bachelor’s degree in Information Technology, Audio Visual Technology, or a related field, or equivalent professional experience
• 3+ years of hands-on experience supporting enterprise or higher education AV environments
• Demonstrated experience with Crestron and Extron control systems, including troubleshooting integrated classroom technologies
• Experience supporting live instructional environments, with the ability to troubleshoot issues under time constraints
• Familiarity with AV-over-IP, video conferencing platforms (Zoom, Teams), and lecture capture systems
• Working knowledge of networking fundamentals as they relate to AV systems (e.g., IP addressing, switching, VLANs)
• Experience with preventative maintenance programs and asset lifecycle planning for technology environments
• Strong customer service and communication skills, particularly in faculty-facing or instructional support roles
• Ability to document processes, create user guides, and contribute to knowledge base content
• Experience collaborating across teams such as networking, desktop support, events, or facilities

Physical & On-Campus Requirements:

In-Office Presence - Ability to work on-site in typical office setting and participate in in-person meetings with colleagues: 5 days/week

Standing/Sitting - Ability to remain in a stationary position for a prolonged period: Daily (>75% of time)

Walking - Ability to move about on foot to accomplish tasks: Daily (>75% of time)

Lifting/Carrying - Ability to move or transport objects up to a specified weight (e.g., 50 pounds): Often (50%-75% of time)

Attention to Detail - Ability to focus on detailed tasks for extended periods: Daily (>75% of time)

Problem-Solving - Ability to identify and resolve issues effectively: Daily (>75% of time)

The budgeted salary range that the University reasonably expects to offer for this position: $20.70 - $25.87

Pay Range:

Minimum Salary (Non-Exempt): 20.70

Midpoint Salary (Non-Exempt): 25.86

Maximum Salary (Non-Exempt): 31.03

Is this position eligible for relocation reimbursement?: No

Is this position eligible for a signing bonus?: No

At this time, the University has suspended all new H1B visa sponsorships.