Role/Level/Range: ATO 37.5/02/OF
Starting Salary Range: $38,268.00 - $40,300.00 ($19.62 - $20.66/hour)
Employee group: Full Time
Schedule: Monday - Friday, 8:30am - 5:00pm. Some evenings, weekends and overtime
Exempt Status: Non-Exempt
Location: School of Public Health-East Baltimore Campus
Department Name: IT Client Services/Multimedia
Personnel Area: School of Public Health
The Office of Information Technology is seeking a Multimedia Technician to assist clients experiencing procedural or operating difficulty with classroom technology, audio-visual equipment, applications, products, or services. Provides support for classroom technology, audio visual, and collaborative systems to faculty, staff, and students by investigating equipment and software problems, resolving issues directly.
The successful candidate will be a motivated, proactive, client-oriented team player. The candidate will be organized and provide 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 and Responsibilities:
Duties and responsibilities include the following (other duties may be assigned):
Classroom Technology and Multimedia Support (75%)
- 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, researches, 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.
- Applies professional business/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 (15%)
- 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 (10%)
- Implements hardware and software deployment plans as directed by management.
- Supports classroom / lecture hall computing technologies as directed by Management.
- Conducts hands-on inventory or system reconfiguration projects as directed by management.
- High school diploma/GED.
- Four years related experience.
- Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.
- Associates Degree preferred.
- Two years college coursework preferred.
- Experience working in an educational environment preferred
- Experience with AV at live events preferred
- Some help desk experience preferred
Additional Knowledge, Skills, and Abilities:
- Excellent interpersonal skills to support work with both technical and nontechnical personnel at all levels throughout the organization.
- Must have working and operational knowledge of all AV equipment commonly used for presentation support, including consumer and professional electronics. Includes, but is not limited to:
- Computers (Windows and Mac operating systems)
- TVs, monitors, DVD & Blu-ray players
- Digital audio recorders and mixing consoles
- Slide projectors, data projectors
- Digital whiteboards
- Video and web cameras
- SMART technologies/platforms
- Web casting technologies
- Demonstrated knowledge of general A/V installation techniques.
- Computer troubleshooting skills and working knowledge of computer networks.
- Familiarity with both Windows and Apple operating systems (Windows XP, Windows 7 and higher; Apple OS X and higher) preferred.
- Highly knowledgeable about video conferencing systems and other related virtual conferencing software (e.g., Polycom Real Presence, Skype, Adobe Connect, etc.)
- Experience in audio editing, using a program such as Soundforge, preferred.
- Excellent verbal and written communication skills required, especially the ability to listen and understand what is being described, with attention to detail in transcribing communications into help desk ticketing systems.
- Must possess strong interpersonal skills and a high level of customer service.
- Must have the ability to work with faculty, staff, and students in a professional, helpful, and friendly manner.
- Ability to work calmly under pressure in busy environment.
- Must be punctual.
- Strong organizational skills.
- Be proactive and meet assigned deadlines.
- Department may designate select certifications as required within 6 months of hire.
- Certified Technology Specialist (CTS)
- Microsoft Technology Associate (MTA)
- Apple ACMT or ACTC
- CompTIA Security+
- Sitting – 35%
- Standing – 25%
- Walking – 25%
- Lifting – 15%
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 firstname.lastname@example.org. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
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