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Job Title Description

 Job Description
Somerville, Massachusetts
Posted Jul 16, 2013 by Tufts University
Category: Multimedia Specialist


Tufts Technology Services (TTS) is a university-wide service organization dedicated to the strategic planning, implementation, and support of technology products and services that anticipate and meet the academic, research, and business needs of the Tufts community. TTS offers technical leadership and services to our customers with a focus on providing innovative solutions, delivering exceptional customer service, and creating a reliable infrastructure that demonstrates value to the students, faculty, staff, and alumni of Tufts University. TTS works in partnership with schools, business units, and other academic support organizations to provide campus-wide IT services in the areas of academic and research technology, enterprise application systems and services, networking and telecommunications, information security, data center operations, web services, classroom and computer lab technology support, and user support, training and outreach.

Reporting to the Team Lead of IT Client Support Services, the Multimedia Support Specialist is primarily responsible for providing effective Tier 2 support, preventative maintenance, and consultation for the following service areas: classroom and lab technology; digital and analog audiovisual/multimedia systems and services; event and meeting space technology; event planning, coordination, and support; conferencing and collaboration services (e.g. video, web, and teleconferencing); videography and streaming services; and lecture and content capture services. In addition to supporting this suite of services, the position will also provide consultation and training on their effective use to faculty, students and staff. As desktop and audiovisual/multimedia solutions continue to converge, the role is also expected to provide Tier 2 frontline support for end user desktop (Windows and Mac), software, and other technology services. The position will regularly create and update both end-user facing and internal technical documentation. This position will also participate in periodic project work to implement upgrades to spaces as well as to deploy new and enhanced multimedia services to the Tufts community.

Basic Requirements:

  • Bachelors degree in AV/Media Technologies, IT, or related field and 2 years experience OR High School diploma and 3 years of experience in the direct delivery of IT and audiovisual/multimedia support services.
  • Experience supporting and assisting clients with 2 or more of the following services/technologies:
    • Video conferencing with a demonstrated understanding of networking and delivery standards. Knowledge in IP-based and ISDN video conferencing systems, preferably Cisco Systems equipment and Cisco TelePresence.
    • Web conferencing solutions such as Adobe Connect, WebEx, and Skype.
    • Classroom and event space technologies such as projectors and screens, control panels, switchers, audio/video players (DVD/VHS/CD), sound systems, microphones, document cameras, content capture, SMART boards, sympodiums, etc.
    • Event planning, coordination, set, strike, and live event support (including audio, projection, conferencing, video recording, and streaming)
    • Videography, post production editing, DVD and CD duplication using software such as Adobe Premiere, Photoshop, Final Cut Pro, and Encore
    • Onsite support of end user desktop and software services such as: Windows, Mac OS, MS Office, Exchange and Outlook, mobile devices (iPhone, Android, Blackberry, Tablets), Antivirus /malware software, TCP/IP, and printers.
  • Demonstrated professional and patient customer service skills
  • Demonstrated ability to train and consult with end users at varying levels of technical skill/experience.
  • Strong technical troubleshooting and resolution skills. Strong research and analytical skills for more complex issues/problems.
  • Demonstrated experience as a strong team player with a track record of reliably contributing to operational and project work.
  • Must be able to work independently as well as collaboratively
  • Strong organizational and time management skills including the ability to multi-task, prioritize, and individually manage a changing workload and schedule.
  • Proven ability to perform well under stress when confronted with emergency, critical or unusual customer situations. Ability to maintain a strong sense of urgency. Appropriate use of judgment as to when to escalate difficult situations or seek guidance.
  • Ability to work in a wide variety of settings and situations including classrooms, labs, and administrative buildings.
  • Ability to interface with vendors for installation and trouble shooting of classroom technology.
  • Ability to quickly learn new technical skills.
  • Ability to interface with vendors for installation and troubleshooting of issues.
  • Ability to lift 50 lbs.
  • Ability to climb ladders up to 8 feet in height.
  • Ability to perform and provide accurate video color definition and resolution troubleshooting.

Preferred Qualifications:

  • CTS certification
  • Experience using Crestrons Fusion asset management software (formerly known as RoomView).
  • Experience with Crestron or Extron programming.
  • Experience with video/audio recording, capture and editing, web streaming and video recording technologies and support.
  • Experience with lighting control systems, wired/wireless microphone systems, audio amplification and PA systems.
  • Experience performing minor repairs on media presentation and production equipment.
  • Familiarity with ITIL v3 Foundations
  • Knowledge of desktop security/networking and standards. Working knowledge of local area networks and network administration.
  • Experience delivering tier 1-2 desktop support to end users in a mixed Windows and Mac environment
  • Desktop support related certifications such as: MSCE, A , Network , CCNA, ACMT
  • Experience using endpoint management systems such as LANDesk Management Suite, Microsoft WSUS, McAfee Endpoint Encryption and OfficeScan.
  • Experience with LDAP, Microsoft ActiveSync, Active Directory and group policies data recovery tools, WINS, DHCP, and DNS

Special Work Schedule Requirements:

  • May be required to work additional hours when under periods of high call volume or confronted with emergency, critical, or unusual situations that require additional time to troubleshoot and resolve. This is especially true during the Fall and Spring academic semester. Hours will range from 7am - 9pm M-F with periodic weekend work to support events and project implementations.

Tufts University is an AA/EO employer and actively seeks candidates from diverse backgrounds.

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