Location: Baltimore, Maryland
Internal Number: 108847-en_US
The Johns Hopkins Bloomberg School of Public Health Office of Information Technology seeks a Multimedia Technician who provides support for with 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.
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 & Responsibilities
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 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 (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 and lecture hall computing technologies as directed by management.
- Conducts hands-on inventory or system reconfiguration projects as directed by management.
Special Knowledge, Skills, & Abilities
- Excellent interpersonal skills to support work with both technical and nontechnical personnel at all levels throughout the organization.
- 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 7 and higher; Mac OS Sierra, and IOS) preferred.
- Highly knowledgeable about video meeting software (Zoom, WebEx, GoToMeeting).
- Experience with cloud recording service Panopto preferred.
- Knowledge of A/V management systems (Dante, Crestron, Extron) 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 have the ability to work with faculty, staff, and students in a professional, helpful, and friendly manner.
- Ability to work calmly under pressure in a busy environment.
- Must be punctual.
- Strong organizational skills.
- Be proactive and meet assigned deadlines.
Must have working and operational knowledge of all A/V equipment commonly used for 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
- SMART technologies/platforms
- Web casting technologies
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+
- High School Diploma or graduation equivalent.
- Four years related experience.
- Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.
- Bachelor's Degree in a related field
- Experience working in an educational environment.
Classified Title: Multimedia Technician
Role/Level/Range: ATO 37.5/02/OF
Starting Salary Range: $20.40-$28.00-$35.70 HRLY (Commensurate with experience)
Employee group: Full Time
Schedule: Monday to Friday: 8:30am – 5:00pm
Exempt Status: Non-Exempt
Location: Hybrid/School of Public Health
Department name: BSPH IT Client Services/Multimedia
Personnel area: School of Public Health
The referenced salary range is based on Johns Hopkins University's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines:
JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.
**Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.
The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.
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