Media Services Specialist

Media Services Specialist | Alvernia University | Reading, PA

At our partner institution at Alvernia University

The Media Services Specialist is responsible for the smooth operation and coordination of academic technology, University classrooms, computer labs, and meeting spaces. The Media Services Specialist will support training and maintenance related to managing and maintaining the University's academic technology, venue areas, public spaces, conference rooms, classrooms, labs, and for event spaces. This support is inclusive of working collaboratively across the University to define the specifications, plan for changes, implement, and maintain the technology for the defined use. Additionally, the Media Services Specialist will collaborate across departments and within OIT to define effective standards, policies, processes, and procedures for the evaluation, acquisition, ongoing management and maintenance, and support and training of university academic and classroom technology.

Hours of operation are Monday–Friday, 8:00 am – 5:00 pm. Hours may vary.

Responsibilities:

• Manages a student work study crew for AV technology support
• Fields Help Desk requests via phone, email, and walk-ins, creating an initial ticket record of the request and updating tickets with notes on any work performed.
• Identifies and organizes tickets according to priority and resolves issues in an effective and timely manner.
• Identifies, diagnoses, and resolves computer software, hardware, and networking problems for users of University computer resources in an effective and timely manner, working with vendor support contacts and/or escalating to appropriate personnel, as necessary.
• Investigates complex issues, determining root causes and solutions, and documenting resolutions.
• Ensures that all classroom, conference room, and lab computers are updated, patched, and interfacing properly with audiovisual equipment.
• Demonstrates initiative and self-motivation in researching solutions to problems and keeping up to date with current technology.
• Communicates technical solutions clearly in a friendly and professional manner and conveys pertinent information promptly to customers and other stakeholders.
• Drives customer satisfaction and demonstrates strong customer service orientation.
• Demonstrates effective interpersonal, communication, and conflict resolution skills.
• Authors technical documentation and ensures that it is updated to remain current.
• Configures, upgrades, and installs new and existing multimedia, computer hardware and software.
• Provides group or one-on-one user training as needed for event, academic technology, or multimedia use.
• Plan for maintaining and updating classroom technology.
• Manage, maintain and update classroom technology.
• Keep up to date on current technology and future trends.
• Install and configure classroom technology
• Provide event setup, support, and management of multimedia, and academic technology for events.
• Work with University departments and other staff in setting up and executing event operations.
• Demonstrate positive relationships and professionalism.
• With direction from University departments, coordinate event operations.
• Work autonomously to complete complex technical tasks.
• Carry out necessary pre- and post-classroom equipment checks and proactively identify potential issues equipment.
• Carry out necessary pre- and post-semester equipment checks and proactively identify potential issues with classroom and meeting space equipment.
• Monitors inventory of multimedia, computer equipment, software, parts, and supplies, and assists with the ordering of needed resources.
• Other duties as assigned

Requirements:

• Minimum of 2 years of work history with direct customer interaction.
• Experience and understanding of audio-visual equipment and media management
• Demonstrated experience with industry standard audio/visual hardware and software.
• Understanding of media in teaching and learning.
• Advanced proficiency with standard Microsoft products, emphasis on Outlook and PowerPoint.
• Demonstrated excellence in teamwork as well as excellent oral, written and interpersonal communication skills.
• Attention to detail and thorough documentation.
• Ability to work with a range of technical staff to develop joint solutions.
• Strong understanding of technical troubleshooting methodology.
• Strong critical thinking skills .
• Strong customer service skills and demonstrated responsiveness to customer needs.
• Strong analytical skills.
• Must be able to lift 50 lbs. as needed to move equipment across the campus environment.
• Must be able to sit for long periods at a time and or stand for long periods at a time.
• Must be able to crawl under desk for any technology need.
• Adhere to Dynamic Campus Core Values.

Preferred Qualifications:

• Knowledge of audio-visual equipment, set-up and operations including basic skills in the fields of audio, video and lighting including but not limited to: mixing equipment, lighting tools, cameras, microphones, projectors and video recorders, amplifiers and spotlights.
• Systems administration and PC support experience.
• Crestron support experience.

Dynamic Campus Core Values:

• Be a Servant Leader
• Be a Team Player
• Be Accountable
• Act with the highest integrity
• Provide excellent customer service
• Find solutions not problems