IP Video Services Operations Specialist
Job Family: Information Technology Services
Job Series: IT Systems Analyst
Job Code: 4803
Note: Not all unique aspects of the job are covered by this job description
Job Code: 4803
Job Grade: K
The IP Video Services Operations Specialist (Subject Matter Expert) reports to the IP Video services Technical Manager within the Stanford University IT Services – Communications Services organization. This position is a member of a team, which has the responsibility to provide IP Video/Unified Communications technical support, installation, maintenance, client consulting-provisioning, and operations support with a focus on IP Video/Unified Communications technology and services for the Stanford community.
Serve in a Voice Applications and Services Team (VAST) Operations Subject Matter Expert (SME) role in providing technical support of IP Video and Unified Communications systems and services provided by Stanford UIT Communications Services to its clients. SME role is a technical escalation point to UIT Operations Center. VAST Operations SME plays an essential role in providing ongoing technical support of IP Video, UC, networking systems and computer systems by timely resolving technical problems as they arise. Day-to-day responsibilities will include monitoring of the Incident queue and timely responds to assigned technical incident tickets. Operations SME works closely with VAST Engineering staff on systems implementations, changes and upgrades, as well as, works closely with UIT Operations Center staff on developing appropriate support procedures and knowledge transfer.
- Directly provides Level 3 support for internal and member-facing AV systems, including Cisco, Extron, and audio systems.
- Create documentation packages for all systems per established standards
- Direct and supervise vendors in design and installation to enforce Stanford AV standards
- Configure AV hardware and systems in coordination with team members, external contractors, and end users for successful new location openings
- Solicit feedback on events processes and technology with the goal of continuously improving the overall experience
- Provide on-site technology operation and support for events
- Research and develop new AV solutions in coordination with other members of the IP Video team
- Measure availability and reliability of AV infrastructure and systems against established metrics
* - Other duties may also be assigned
Education & Experience:
Bachelor's degree and 5 years of relevant experience or combination of education and relevant experience.
Knowledge, Skills and Abilities:
- Excellent oral and written communication skills, with ability to communicate complex technical issues to non-technical users
- Expert knowledge of and experience with multiple IP Video/Unified Communications technologies
- Fine-tuned trouble-shooting, analytical and problem solving skills.
- Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions (including in emergency situations)
- Ready to work independently as part of a distributed team
- Highly self-motivated and directed
- Strong customer service orientation
- Experience working in a high performance team and highly collaborative environment
Certifications and Licenses:
- Constantly perform desk-based computer tasks.
- Frequently sitting, grasp lightly/fine manipulation.
- Occasionally stand/walk, kneel/crawl, and use a telephone.
- Rarely climb (ladders, scaffolds, or other), twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, writing by hand, sort/file paperwork or parts, lift/carry/push/pull objects that weigh up to or >40 pounds.
- Must be able to occasionally crawl into tight spaces.
- Requires good visual acuity.
* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.
- Work extended hours.
- Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
- Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
- Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.
Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Stanford welcomes applications from all who would bring additional dimensions to the University’s research, teaching and clinical missions.