A/V Support Technician (Analyst, It)

Duke Health | Durham, NC, United States

Applying to this job will open a new window on the employer's web site to apply there.

Posted Date 9/08/2023

Office of Information Technology (OIT)

The Multimedia and Classroom Technology Analyst is responsible for the operational support of audiovisual equipment and other informational technologies used for Nicholas School of the Environment (NSOE) teaching and learning spaces. Support may include installation/integration of audiovisual technology in a variety of physical locations, with emergency and quarterly planned visits to the Duke University Marine Lab in Beaufort, NC. The position provides a support contact for faculty, graduate students, and other users of the NSOE Multimedia-Equipped Classrooms and conference rooms. The Analyst provides setup and takedown support for multimedia events, primary equipment maintenance, emergency troubleshooting support, and operational support as needed. The Analyst assists in providing training to the users of the multimedia and IT equipment and assists with the supervision of support personnel, including temporary assistants and work-studies assigned to assist with supported events if applicable. The Analyst reports to the OIT AV Manager, (with additional coordination from the NSOE leadership team) within the Classroom Support Services Section of OIT. The primary duty of the Analyst is assigned the NSOE and associated regional area on campus for Trinity College of Arts & Sciences and will be called on to provide backup for other support zones as necessary.


  • Provide primary technical contact for just intime support, event support scheduling, event setup, and user training with the multimedia equipment, primarily within assigned support zone at Duke University. Assist classroom users of instructional technology in finding effective applications of the technology to teaching.
  • Major event support in alignment with NSOE schedule of events, including pre-planning participation to align technology needs with event coordination. Will require off hours support as necessary for distance learning, special events, etc.
  • Preventative maintenance of supported AV enhanced spaces based on schedule of events and in coordination with NSOE personnel. Coordination with NSOE for scheduled maintenance of supported AV enhanced spaces when conducted by OIT-AV or contracted integration vendors.
  • Assist in the installation and/or integration and ongoing support of AV technologies in the Nicholas School of the Environment along with associated geographically appropriate Trinity College of Arts & Sciences teaching spaces, meeting rooms and collaboration spaces.
  • Semester startup testing to verify functionality of AV enabled classrooms, inclusive of scheduled training with Faculty / TA.
  • Consultation for new building and/or renovation projects that include AV integration.
  • Review AV requirements and recommend appropriate AV integration technology.
  • Work with OIT AV integration group to help coordinate installation and/or integration performed by external contractors and/or facilities personnel. Ensure that installed AV systems meet campus and NSOE standards of functionality.
  • Support video teleconferencing throughout NSOE as needed, including the use of portable VTC equipment. Troubleshoot problems with equipment, including making diagnoses of and rapid response to problems facing users of multimedia equipment.
  • Provide area support of digital capture programs in classrooms equipped with capture systems: oversee the collection of the necessary capture permission forms, schedule events in a timely manner, and make any necessary post-capture adjustments to the files.
  • Promote good working relationships with faculty, staff, and other users of multimedia equipment and help maintain close cooperation with the other support elements within NSOE and supported spaces.
  • Work with OIT computer support personnel to maintain the computing systems in the OIT managed multimedia enhances spaces. Image and maintain the classroom computers for refresh life cycle.
  • Assist with the checkout and support of portable equipment in a variety of teaching locations, including digital media equipment, laptop carts, portable smart systems, and other instructional technologies. Provide routine preventive maintenance on equipment as needed.
  • Organizational skills, ability to communicate to team members, ability to think and work independently, problem-solving and troubleshooting skills, professional-level interaction with clients and colleagues, ability to lift 50+ lbs., and climb ladders.
  • Installation, configuration, integration and test of videoconferencing, audiovisual equipment (video conference, multimedia, audiovisual, projection systems, displays, cameras, microphones, integrated A/V systems, document cameras, streaming technologies, etc.) and collaboration technologies
  • Executes all aspects of videoconference support including call set up, end user training, troubleshooting, and follow through on escalation of issues.
  • Provides consultation and education to all levels of end users on presentation technologies.
  • Troubleshoots audiovisual and videoconferencing related technology (various projectors, control systems, audio and videoconferencing).
  • Maintains understanding of current and new presentation technology.
  • Report on the effectiveness of instructional technology equipment trials and provide recommendations for introduction of new instructional technologies to general use within NSOE. Advise OIT AV Management in Classroom Support Services regarding equipment needs during the budget planning process and assist with the assessment of new equipment offered by multimedia contractors and suppliers.


Required: BA/BS or an equivalent combination of relevant education and experience.

Preferred: BS or higher degree with concentrations in Computer Science, multimedia systems, or related information technologies or instructional technologies.


Required: Two to five years’ experience in either information systems or instructional technologies with some experience in network support, desktop computer support and/or instructional system support. A working knowledge of teleconferencing systems, over IP, is a significant plus.

Preferred: Experience in higher education and instructional technologies, particularly with integrated systems. Experience with Crestron control systems, particularly control system coding and Crestron programming certification is desirable. Experience with database management, specifically FileMaker Pro is desirable, as is familiarity with the MS Office suite of word, excel, presentation, and MS Teams software. Other desirable experience includes Panopto or related software, digital editing software such as Audacity and graphics development tools. Experience with remote management tools is a plus. Experience with wireless networking is a plus. Experience with web conferencing and video teleconferencing equipment. Some experience in IT support for desktop and laptop computers is highly desirable.

Audiovisual industry certification desired, but not required (InfoComm International CTS or CTS-I)

  • Strong customer service and communications skills required
  • Working knowledge of Microsoft Office (Word, Excel, Lync, PowerPoint, Outlook)
  • Ability to facilitate tasks with internal and external staff to assure meeting and event success

Working Conditions

  • First shift; evening or weekend hours for special projects as required.
  • Must be able to work in an environment in which exposure to materials containing dust and mold is possible
  • Normal office environment
  • Occasional weekend shifts required
  • Occasional travel required

Job Code: 00002423 ANALYST, IT
Job Level: C

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collectivesuccess depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke Universityand Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Healthcare & Public Health

Share this job