"Multimedia Technician (KSAS IT)"

Job Details

Johns Hopkins, founded in 1876, is America's first research university and home to nine world-class academic divisions working together as one university.

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. This role requires a motivated team player who is organized and focused on providing an excellent customer service experience for clients. Attention to detail, customer service focus and positive work ethic a must. Must be able to work flexible hours, including some evenings, weekends, and overtime.

Specific Duties & Responsibilities

Classroom Technology & Multimedia Support

• Provides audio/visual and collaborative technologies support to clients, responding to telephone calls, emails, and personnel requests for technical support.
• Records, prioritizes, and tracks all assigned help calls and documents work efforts in a ticketing system.
• Ensures timely attention to requests to meet service SLAs in keeping with departmental processes.
• Diagnoses problems through discussions with clients.
• Simulates or recreates technical issues to resolve operating difficulties.
• Identifies, research, documents, and resolves incidents.
• Performs troubleshooting of podium A/V devices, room control systems, microphones, projectors, audio recording units, and other related equipment in classroom and special event environments.
• Assesses damage to or loss of equipment, keeping the supervisor informed of same.
• Performs A/V equipment set-ups and strikes in a timely and efficient manner, ensuring that equipment is correctly configured and operating properly for the event.
• Supports live and pre-recorded productions for special event webcasts in a variety of locations throughout the school.
• Assists clients in the best use of A/V technology to deliver presentations.
• Provides basic instruction/training for students, faculty, and staff on the use of A/V equipment and resources.
• Updates internal support documentation and contributes to the development of client help documentation.
• Participates in the installation, maintenance, and storage of equipment.
• Updates and maintains equipment inventory.
• Coordinates with the Multimedia Specialist to arrange hardware warranty repairs.
• Reports to supervisor to arrange the timely ordering of necessary A/V consumable supplies.
• Provides feedback on the replacement of equipment and upgrades, where applicable.
• Performs testing and quality assurance on presentation computer systems, A/V systems, and virtual conferencing software.
• Actively keeps abreast of A/V technologies and practices in use outside of the School of Public Health.
• Applies professional business and technical support concepts to provide support, consultation, and training for clients based on established departmental guidelines.
• Prioritizes and manages multiple tasks and deadlines with supervision.
• Properly escalates issues to other teams and works to resolve more complex problems with supervisory guidance.

Client Computer Support

• Diagnoses, analyzes, and documents Level 1 computer hardware and standard software issues (email, web browsers, etc.)
• Installs computer monitors and peripheral devices (keyboards, mice, webcams, etc.)
• Installs software and assists with license tracking.
• Troubleshoots basic user account issues, including password and access issues.
• Identifies, documents, and reports network connectivity issues.

Project Support

• Implements hardware and software deployment plans as directed by management.
• Supports classroom and lecture hall computing technologies as directed by management.
• Conducts hands-on inventory or system reconfiguration projects as directed by management.

In addition to the duties described above

• Under the supervision of the IT Manager Classroom Tech, this position is responsible for providing technical and operational support for the field of multimedia (presentation, recording, distribution, digital media, and video conferencing) on the Homewood Campus.
• Being mentored by the Sr Systems Administrator, this position will be responsible for installation and/or set up, support, maintenance and operation of all classroom instructional technology equipment in the general pool rooms.
• For more information about the department please go to: https://classrooms.johnshopkins.edu/classroom-technician-position/

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.
• Advanced knowledge of audiovisual and instructional equipment, and streaming media.
• Knowledge of Crestron (NVX), Microsoft Office, Panopto Lecture capture, Zoom Video Conferencing, PC, MAC.

Classified Title: Multimedia Technician
Role/Level/Range: ATO 37.5/02/OF
Starting Salary Range: $21.25 - $36.90 HRLY (Commensurate w/exp.)
Employee group: Full Time
Schedule: Monday - Friday / 8:30 a.m. to 5 p.m.
FLSA Status: Non-Exempt
Location: Homewood Campus
Department name: KSAS IT Classroom Multimedia
Personnel area: School of Arts & Sciences

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.