Multimedia Technician

We are seeking aMultimedia Technicianwho will assists clients experiencing procedural or operating difficulty with classroom and hybrid teaching technology at the Johns Hopkins Bloomberg School of Public Health. This position provides support for A/V equipment and applications, with a focus on virtual conferencing (primarily, Zoom and Microsoft Teams) and lecture capture (Panopto) services.

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 are required. Must be able to work flexible hours, including some evenings, weekends, and overtime.

Specific Duties & Responsibilities

Classroom Technology and Hybrid Teaching Application Support (75%)

• Provide support for hybrid teaching, lecture capture and collaborative technologies to clients, responding to telephone calls, email and in-person requests.
• Respond to team escalated virtual conferencing/lecture capture related incidents. Identify, diagnose, and resolve issues for clients experiencing technical issues with virtual conference (Zoom and Microsoft Teams) and lecture capture (Panopto) services.
• Provide basic training for clients on A/V equipment in conjunction with hybrid teaching and virtual conferencing application activities.
• Serve as go-to resource for any technical or application use questions regarding virtual conference and lecture capture software.
• Record, prioritize, and track all assigned help calls and documents work efforts in a ticketing system. Ensure timely attention to requests to meet service level agreements.
• Diagnose technical problems through discussions with client; identify, research, and resolve incidents. Escalate issues to other teams as necessary, working collaboratively to resolve more complex problems.
• Troubleshoot A/V equipment and connected devices in the environment, simulating or recreating technical issues to resolve operating difficulties.
• Update internal support documentation and contribute to the development client help documentation.
• Participate in the installation, maintenance, and storage of equipment. Conduct hands-on inventory, update and maintains A/V inventory documentation. Assess damage to or loss of equipment, reporting to supervisor as necessary. Coordinate with appropriate staff to arrange equipment warranty maintenance and repairs. Report to supervisor to arrange the timely ordering of necessary A/V consumable supplies.
• Actively stay abreast of A/V technologies and practices in use outside of the School.

Multimedia Production Support (15%)

• Provide production support for A/V systems (e.g., digital audio mixers, microphone, lighting, and other recording systems) for live webcasts and broadcast from onsite School spaces.
• Assist with A/V equipment set-ups and strikes, ensuring that equipment is correctly configured and operating for events.
• Support live event and pre-recorded productions for broadcast from a variety of locations throughout the School.
• Assist in diagnosing and troubleshooting issues with audio, video, lighting, and software system signals.
• Assist with system reconfiguration projects, as directed.

Client Computer Support (10%)

• Diagnose, analyze, and document Level 1 computer hardware and standard software issues (email, web browsers, etc.)
• Install computer monitors and peripheral devices (keyboards, mice, webcams, etc.)
• Install software and assists with license tracking.
• Troubleshoot basic user account issues, including password and access issues.
• Identify, document and report network connectivity issues.
• Assist in the installation of hardware and software deployment, as directed.

• 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.

• Associates Degree in related field.
• Experience supporting Zoom and Panopto.
• Experience working in an educational environment.
• Experience with A/V at live events.
• Help desk experience.
• Excellent interpersonal skills to support work with both technical and nontechnical personnel at all levels throughout the organization.
• Experience with virtual conferencing and/or lecture capture software (Panopto, Zoom, Microsoft Teams, GoToMeeting, Webex, etc.)
• Experience with A/V equipment commonly used for presentation support, including consumer and professional electronics. Includes, but is not limited to: Computers (Windows and Mac coperating systems).
• TVs, monitors, DVD & Blu-ray players.
• Document cameras, slide projectors, data projectors.
• Video and web cameras.
• Cabling.
• Web casting technologies.
• Video conferencing systems.
• Computer troubleshooting skills and working knowledge of computer networks.
• Familiarity with both Windows and Apple operating systems (Windows 7 and higher; Apple OS 11 and higher)
• Excellent verbal and written communication skills, 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.

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+.
• Punctual and organized, with the ability to work calmly under pressure in busy environment.

Classified Title: Multimedia Technician
Role/Level/Range: ATO 37.5/02/OF
Starting Salary Range: $21.25 - $36.90 HRLY ($54,600 targeted; Commensurate with experience)
Employee group: Full Time
Schedule: Monday- Friday 8:30am-5:00pm
Exempt Status:Non-Exempt
Location:School of Public Health
Department name: BSPH IT Client Services/Multimedia
Personnel area: School of Public Health