Job Details
We are seeking a Multimedia Technician who will provide support for classroom technology, audio/visual equipment, applications, products or services, and assists faculty, staff, and students experiencing procedural or operating difficulty by investigating equipment and software problems, resolving issues directly.
Specific Duties & Responsibilities
Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.
Classroom Technology & Multimedia Support
- Provide audio/visual and collaborative technologies support to clients, responding to telephone calls, emails, and personnel requests for technical support.
- Record, prioritize, and track all assigned help calls and document work efforts in a ticketing system.
- Ensure timely attention to requests to meet service SLAs in keeping with departmental processes.
- Diagnose problems through discussions with clients. Simulate or recreate technical issues to resolve operating difficulties. Identify, research, document, and resolve incidents.
- Perform troubleshooting of podium A/V devices, room control systems, microphones, projectors, audio recording units, and other related equipment in classroom and special event environments.
- Assess damage to or loss of equipment, keeping the supervisor informed of same.
- Perform A/V equipment set-up and strike in a timely and efficient manner, ensuring that equipment is correctly configured and operating properly for the event.
- Support live and pre-recorded productions for special event webcasts in a variety of locations throughout the school.
- Assist clients in the best use of A/V technology to deliver presentations. Provide basic instruction/training for students, faculty, and staff on the use of A/V equipment and resources.
- Update internal support documentation and assist in developing client help documents.
- Participate in the installation, maintenance, and storage of equipment and updates equipment inventory.
- Coordinate with the multimedia staff to arrange hardware warranty repairs.
- Report to supervisor to arrange the timely ordering of necessary A/V consumable supplies.
- Provide feedback on the replacement of equipment and upgrades, where applicable.
- Perform testing and quality assurance on presentation computer systems, A/V systems, and virtual conferencing software.
- Actively keeps current of A/V technologies and practices in use outside of the School of Public Health. Apply professional business and technical support concepts to provide support, consultation, and training for clients based on established departmental guidelines.
- Prioritize and manage multiple tasks and deadlines with supervision. Properly escalate issues to other teams and work to resolve more complex problems with supervisory guidance.
- Utilize operational knowledge of all A/V equipment to provide presentation support, including consumer and professional electronics. Includes, but is not limited to
- Computers (Windows and Mac operating systems) and tablets (iPad, Microsoft Surface)
- Document imaging equipment (document cameras)
- Virtual conferencing equipment (Zoom rooms)
- TVs, touchscreen monitors, and DVD players.
- Digital audio recorders and mixing consoles.
- Digital whiteboards, video and web cameras and cabling.
- SMART technologies/platforms and web casting technologies.
Client Computer Support
- Diagnose, analyze, and document Level 1 computer hardware and standard software issues (email, web browsers, etc.).
- Install computer monitors and peripheral devices (keyboards, mice, webcams, etc.) and install software and assists with license tracking.
- Troubleshoot basic user account issues, including password and access issues; Identifies, documents, and report network connectivity issues.
Project Support
- Implement hardware and software deployment plans as directed by management.
- Support classroom and lecture hall computing technologies as directed by management.
- Conduct hands-on inventory or system reconfiguration projects as directed by management.
- Other duties as assigned.
Minimum Qualifications
- Bachelor's Degree.
- Additional education may substitute for required experience and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.
- Must be available to work flexible hours, including some evenings, weekends, and overtime.
Preferred Qualifications
- Experience working in an educational environment.
- Experience with cloud recording service Panopto.
- Experience and knowledge of A/V management systems (Dante, Crestron, Extron)
- Experience and familiarity with both Windows and Apple operating systems (Windows 7 and higher; Mac OS Sierra, and IOS).
Technical Qualifications & Specialized Certifications
- Certified Technology Specialist (CTS)
- Microsoft Technology Associate (MTA)
- Apple ACMT or ACTC
- CompTIA Security+
- Highly knowledgeable about video meeting software (Zoom, WebEx, GoToMeeting).
Technical Skills & Expected Level of Proficiency
- Audio Production - Awareness
- AV Equipment Proficiency - Awareness
- Client Training and Support - Awareness
- Educational Technologies - Awareness
- Help Desk Support - Awareness
- Live Streaming - Awareness
- Technical Support/Troubleshooting - Awareness
- Technology Documentation and Reporting - Awareness
- Video Post-Production - Awareness
The core technical skills listed are most essential; additional technical skills may be required based on specific division or department needs.
Classified Title: Multimedia Technician
Role/Level/Range: ATO 37.5/02/OF
Starting Salary Range: $21.80 - $37.80 HRLY (Commensurate w/exp.)
Employee group: Casual / On Call
Schedule: M-F, 20 hrs wkly
FLSA Status: Non-Exempt
Location: Hybrid/Homewood Campus
Department name: Ctr for Media & Tech Solutions
Personnel area: Whiting School of Engineering